דרושים Global Director of Customer Experience בתל אביב

**BiltOn is seeking a Global Director of Customer Experience to lead and scale our worldwide Customer Success, Support, and Enablement organizations.

This executive role owns the company’s end-to-end customer journey, from onboarding and adoption through support, retention, and growth — ensuring a seamless, data-driven, and customer-centric experience across all touchpoints.

Reporting directly to the executive leadership team, the director will serve as a key member of the global management forum, shaping strategy, driving operational excellence, and fostering collaboration across Sales, Product, and Engineering to deliver measurable impact and customer value worldwide.

**Key Responsibilities

**Customer Experience Leadership

• Define and execute the global Customer Experience strategy, ensuring a consistent, scalable framework for onboarding, implementation, adoption and customer lifecycle management.
• Oversee adoption and retention initiatives, leveraging data and analytics to identify growth opportunities and reduce churn.
• Partner with regional and cross-functional leaders to optimize engagement models for strategic, enterprise, and SMB segments.
• epresenting the customer voice in strategic planning and product development discussions.

Customer Support & Operations

• Lead the global Customer Support organization, ensuring best-in-class service delivery, responsiveness, and resolution quality.
• Develop and implement multi-tier support frameworks with clear operational ownership across Support, Success, Product, and Engineering.
• Drive automation, knowledge management, and self-service initiatives through advanced tooling, AI-powered support, and comprehensive documentation.
• Establish and continuously refine global KPIs and SLAs (response time, resolution rate, CSAT, NPS), embedding operational rigor and transparency.

Enablement, Learning & Knowledge Strategy

• Architect a unified enablement vision for customers and internal teams — including training programs, onboarding playbooks, and digital learning experiences.
• Develop scalable, multilingual education assets (manuals, tutorials, video content) to enhance customer proficiency and independence.
• Ensure tight alignment between internal enablement (CS & Support training) and customer-facing content to maintain global consistency and excellence.

Leadership, Culture & Strategy

• Build, mentor, and inspire high-performing, distributed teams across multiple geographies, fostering a culture of accountability, collaboration, and continuous improvement.
• Establish global standards, processes, and governance to ensure alignment across regional operations and business units.
• Serve as thesponsor for customer experience innovation, influencing product direction through actionable insights from the field.
• Partner closely with the CRO, CPO, and CTO to align customer outcomes with business growth, product roadmap, and technical excellence.

Qualifications

• 10+ years of progressive leadership experience in Customer Experience, Success, or Support, preferably in global SaaS or B2B technology organizations.
• Proven track record of building and scaling large, distributed organizations across regions and time zones.
• Deep operational expertise in Enterprise SaaS GTM, lifecycle management, and process standardization.
• Exceptional communication and stakeholder management skills, with experience influencing at the executive and board levels.
• Strong analytical and strategic thinking capabilities; adept at leveraging data to drive decisions and outcomes.
• Demonstrated success in Enterprise customer education, enablement, and self-service transformation programs.

**Why Join BiltOn

**Join a high-growth, global organization committed to redefining customer excellence through innovation, empathy, and operational mastery.

As the Global director of Customer Experience, you will shape the company’s global impact, lead top-tier teams, and ensure every customer interaction reflects our core value: success through partnership.

**What You’ll Bring

**You are a strategic and empathetic leader who believes that outstanding customer experience combines human touch with operational excellence.

You’re passionate about building teams, systems, and processes that enable customers — and internal teams, to thrive.

Your leadership will ensure that every interaction, from onboarding to support resolution, delivers measurable value and strengthens BiltOn’s customer relationships worldwide.