Director of Customer Experience - Operations


Kitchener City, Ontario, CA
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 05/23/2021
  • Website:
  • Company Address:

About ApplyBoard

At ApplyBoard, we believe that education is a right, not a privilege. We empower people around the world to access the best education available. Through our platform and team of experts, we streamline the application process, from submission to enrolment, assisting thousands of students to pursue their dreams of studying abroad.

Job Description

We’re building a movement - an education revolution. We’re building a world where anyone, anywhere can have access to the best education regardless of where they were born. At our core, we believe education is a right, not a privilege. To that end, we’re building a company and a suite of products to lead the charge in transforming access to education. ApplyBoard is an online platform that empowers students around the world to access the best education by connecting international students, recruitment partners, and academic institutions. We simplify the study abroad search, application, and acceptance process. Not only do we help students with their study abroad journey, but we also help academic institutions to find the best students globally. Our goal is to help enable better, more diverse, schools that are enriched with cultures from all over the world.
The Role:
ApplyBoard is looking for a Director of Customer Experience who has a successful track record of being an effective, creative, and innovative leader who will execute strategies that deliver a consistent and top notch customer experience for ApplyBoard end-users. The Director of CE will be responsible for driving customer engagement, streamlining customer experience workflows and provide effective continuous learning and enablement programs for the Customer Experience team. The Director of CE will build and execute initiatives that are customer-centric, lead cross-functional programs to create best practices for the entire Customer Experience organization. This will require someone who is data-driven, leverages industry and market leading practices and creates initiatives that lead to a world-class, 360-degree customer experience.
The Director of Customer Experience will ensure the ApplyBoard platform experience is delivered in a timely manner, achieving business objectives for our customers by working closely with our customers, sales, marketing, product, technology teams. The ideal candidate will possess a positive, engaging and goal-oriented management style and must be comfortable working with cross-functional teams. The position reports to directly to the COO.

Preferred Experience

    • 10+ years of progressive experience with enterprise-level customer experience teams
    • Experience scaling a customer experience team, managing up to 250 team members
    • Ability to work in a start-up environment with a good understanding of SaaS and PaaS models
    • Has worked with global stakeholders and teams
    • Track record of building high performing teams, defining organizational structure, acquiring and developing talent
    • A roll-up-their-sleeves approach to the design, development, implementation and measure of customer experience
    • Proficient in using software tools that create and measure KPIs
    • Excellent critical-thinking and interpersonal skills that lead by example
    • Demonstrated excellent verbal and written skills; the ability to speak to large groups and lead or facilitate techno-functional workshops

Key Responsibilities:

    • Refine existing customer experience strategies, framework and tools that are aligned with ApplyBoard’s vision
    • Develop KPIs, benchmarks, and other measures of success for a best-in-class customer experience
    • Develop operational frameworks of the end-to-end customer experience across all interaction channels for learning, online engagement, in-product help to deliver an effortless customer experience
    • Develop and maintain programs that foster positive relationships with partner educational institutions
    • Acts as key stakeholder and consultant in customer experience initiatives across the company, advising on prioritization and design and measuring outcomes

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.