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Director of Customer Experience

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Key Responsibilities

Maven is seeking an experienced leader to join their Member Operations team as a Director of Member Services. This role will oversee a critical portion of the unified Support organization, managing managers and a team of 15–30+ as we continue to scale.

  • Lead and Manage at Scale: Oversee a portion of the Support organization, including frontline managers and their teams. Drive strong performance management, coaching leaders to deliver consistently high results.
  • Drive Operational Excellence: Implement and refine processes to improve speed, quality, and efficiency of member interactions. Standardize workflows, reduce variation, and drive consistency across the team.
  • Execute with Rigor & Speed: Set clear goals, track progress, and rapidly execute improvements—balancing immediate needs with long-term scalability.
  • Own Metrics & KPIs: Define and monitor key performance indicators for your team (e.g., response time, CSAT, productivity, QA scores). Use data to identify gaps, drive accountability, and deliver measurable improvements.
  • Partner Cross-Functionally: Work closely with Product, Engineering, and Data teams to improve tools, workflows, and systems that enable frontline success.
  • Develop Leaders: Mentor and coach your managers to build strong people leadership, team engagement, and a culture of accountability.

About the Ideal Candidate

  • Experienced Operator: 10+ years in support, service, or operations with a track record of managing managers and scaling mid-sized teams (15–30+)
  • Workforce Management Experience: Direct experience managing or working closely with WFM programs to optimize staffing, scheduling, and capacity planning.
  • Metrics-Obsessed: Strong analytical skills and a proven ability to drive performance through KPIs, dashboards, and operational reporting.
  • Frontline Performance Management: Experience driving accountability and coaching managers on consistent execution and results.

Benefits Package

  • Maven offers a competitive benefits package, including employer-covered health, dental, and insurance plan options, as well as access to the full platform and specialists for mental health, reproductive health, family planning, and pediatrics.
  • The company provides a hybrid work model, allowing employees to balance remote work flexibility with face-to-face interaction. Maven also offers a comprehensive parental leave policy, annual professional development stipend, and 401K matching with immediate vesting.

Culture and Diversity

Maven values diversity and inclusion in all aspects of its business. The company strives to create a workplace that reflects the diverse backgrounds and experiences of its members. Maven believes that a diverse set of perspectives enriches its teams and allows them to achieve above and beyond their goals.

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