Director of Customer Experience, Curri

• Deep customer and driver obsession, with a genuine drive to listen to calls, read chats, and get into the weeds of the support experience rather than manage it from a distance
• Builder-first mindset that defaults to solutions over headcount, with demonstrated ability to replace manual processes with automated alternatives and iterate quickly without a large engineering team
• Analytical and operationally sharp, with the ability to self-diagnose issues fast, cut to the "so what" on CSAT and cost-to-serve metrics, and make clear calls on when to automate vs. keep human
• Experienced resource strategist, able to sequence and deploy FTEs, BPOs, and AI against the right problems at the right cost while thinking in coverage, quality, and unit economics simultaneously
• Full ownership orientation, treating support quality as a personal responsibility and building Product and Engineering partnerships to make CX a competitive advantage rather than a cost center

Desirable

• Curri is seeking a Director, Customer Experience to own and transform the company's customer and driver support function from end to end
• Support is Curri's most direct touchpoint with every customer and driver we serve, and right now it needs a dedicated leader with a real mandate to build, not just manage
• In this role, you will inherit a fragmented support org and turn it into a scalable, agentic-first function that raises quality across every channel while reducing cost-to-serve, reporting directly to the COO who is personally invested in AI-first operations
• Own end-to-end support for customers and drivers across account support, live delivery support (phone and chat), and driver support
• Build and ship agentic CX in production, including triage, resolution routing, escalation handling, and systematic rebalancing of BPO, AI, and human support
• Set and hold a high quality bar across all channels, informed by the real expectations of customers and drivers, and build the infrastructure to track and act on it continuously
• Own the driver payment experience end-to-end: payment terms, invoice disputes, payout escalations, 1099 compliance, and Stripe gap resolution
• Stay closer to the front line than anyone else on the leadership team by consistently listening to calls and reading chats
• Partner with Product, Engineering, and Growth to build the CX roadmap, including agentic infrastructure, automation, and systems that raise quality and reduce cost-to-serve
• Lead headcount planning and staffing strategy, balancing automation-first thinking with coverage realities across markets and time zones