Program Director, Digital Customer Experience and Success

| Greater LA Area

Reporting directly to the Chief Customer Officer, this role will be responsible for establishing the Digital Customer Experience Strategy and Team. The focus will be on bringing digital capabilities to bear to improve customer experience and adoption as well as improving operating economics.

The role will partner with leaders of Customer Success, Support, Training, Operations, and Services to identify and lead cross-functional programs that drive and measure progress on identified initiatives.
Responsibilities:

  • Ownership of metric definition for desired outcomes for digital customer experience and success across all delivery channels & functions
  • Ownership of initiative definition and execution to achieve metrics
  • Develop and manage a unified customer journey roadmap and ensure consistency across all channels of delivery (web, phone, operations, field, and participant education)
  • Build a team of like-minded individuals dedicated to using different sources of data to drive actionable insights – hire/train and participate in the development of direct reports
  • Provide analysis and thought leadership on results and emerging trends that help to drive operational and strategic goals
  • Ability to be a voice of the Customer Digital Experience to external and internal partners and clients
  • Develop with IT a technology road map of features and applications that support the digital customer success strategy
  • Cross GTM leader of digital customer success journey

Qualifications:

  • Bachelor's Degree in Business or related area, or equivalent experience required
  • 3-5 years within Customer experience discipline
  • 7-10 years of professional experience in strategy, consulting or marketing
  • Experience analyzing customer behavior data to uncover meaningful customer segments and personas, the paths they take to achieve a specific goal and quantifying the impact on KPIs
  • Experience with different content delivery methods (web, phone, video, etc) and understanding of how to maximize results from each
  • Strong analytical skills, able to translate data-driven insights into strategy and initiative recommendations
  • Documented track record of creating innovative solutions that deliver outcomes
  • Excellent presentation and communication skills, specifically in creating and delivering clear and impactful presentations and summarizing relevant content and results
  • Ideal candidates will demonstrate organizational savvy and the ability to successfully collaborate with all levels of management and staff
  • Experience with leading digital customer success applications

 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
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    • SqlLanguages
    • ReactLibraries
    • AngularJSFrameworks
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    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases
    • BasecampManagement
    • ConfluenceManagement
    • JIRAManagement
    • SalesforceCRM
    • MarketoLead Gen

Location

BlackLine’s headquarters feature open work stations, informal lounge areas, a game room, a music room, quiet pods, training areas, and more.

What are BlackLine Perks + Benefits

BlackLine Benefits Overview

BlackLine believes in providing the best possible service to its clients, and that starts with offering amazing perks to its employees. These perks include 100% coverage for healthcare, vision, and dental, 401(k) matching, food, drinks, games, and so much more!

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
At BlackLine, we feel that paying 100% of our employees’ health benefits is 100% the right thing to do. Medical, dental, and vision are taken care of by the company.
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
BlackLine provides employees with a 401(k) matching plan.
Employee Stock Purchase Plan
BlackLine offers and Employee Stock Purchase Plan with the ability to buy stock at a discounted price.
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Company Outings
BlackLine hosts company outings several times per year.
Game Room
Our game room includes Ping Pong, Pool Table and Video Games.
Stocked Kitchen
Some Meals Provided
Parking
We offer employees free on-site garage parking.
Professional Development Benefits
Job Training & Conferences
Diversity Program
Promote from within
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

We’re better together and know that amazing individuals make amazing teams. We also know that we bond through socializing and shared experiences. That’s how teams gel and support each other.

So, we like to play games together: table tennis, poker, and video games. We encourage company sports leagues and fitness groups. We relax with happy hours and team get-togethers, and we never let a holiday season go by without a celebration.

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