Director, CX Programs

MealSuite builds end-to-end foodservice technology for healthcare and senior living organizations, helping care teams deliver better dining experiences with less effort. The Director, CX Programs is a newly created leadership role at the intersection of strategy, technology, and cross-functional execution, serving as the connective tissue across CX functions.

Reporting to the VP, Customer Experience, this role is the primary driver of AI adoption and enablement across the entire CX organization, serving as the direct liaison to the company's Director of AI. You will translate AI strategy into practical, high-value programs that uplevel every CX team's capabilities. This role is hybrid/remote with preference for Cambridge or Dallas, with approximately 10% travel.

What You'll Do

AI Programs & Innovation

• Own the CX AI roadmap: identify, prioritize, and drive AI use cases across all CX teams, including AI-assisted support, intelligent routing, automated workflows, predictive churn signals, and onboarding acceleration

• Serve as the primary CX liaison to the Director of Data Analytics and AI, translating organizational needs into actionable AI initiatives

• Partner with Product, Engineering, and Data teams to build, pilot, and scale AI tools within CX workflows

• Develop AI adoption frameworks, change management plans, and enablement programs

• Track, measure, and report on AI program ROI across CX

Cross-Functional Program Leadership

• Design and lead cross-functional programs spanning Support, Implementation, CX Ops, Integrations, and CSM

• Facilitate the operating rhythm of the CX leadership team: QBRs, offsites, prioritization, and initiative tracking

• Identify gaps in how CX teams hand off, collaborate, and share information, and build programs to close them

CX Operations & Strategic Insights

• Partner with CX Ops leadership to ensure tooling, data, and workflows support the growing organization

• Own CX-wide tooling strategy, evaluating, implementing, and optimizing the CX tech stack

• Build and maintain CX program scorecards tracking KPIs across all sub-teams

• Drive annual and quarterly planning processes for the CX organization

What You Bring

• 7+ years in customer experience, customer success, or operations, with 2-3 years in program management or strategy

• Demonstrated experience driving cross-functional programs in a fast-paced, high-growth environment

• Hands-on experience with AI tools in a CX context; managing or scaling AI support agents, workflow automation, or LLM-powered tooling

• Background in B2B SaaS, particularly with complex implementation or integration lifecycles

• Familiarity with the CX tech stack (e.g., Zendesk, Salesforce, PlanHat, or similar)

• Strong strategic instincts combined with operational rigor; excellent communication and facilitation skills

• Comfort operating in ambiguity and building structure

• Preferred: experience managing CX teams and working directly with AI/ML or product teams