Director, CX Programs

About the role

About MealSuite MealSuite builds end-to-end foodservice technology for healthcare and senior living organizations. Our mission is to help care teams deliver better dining experiences with less effort. We're a fast-growing team working on meaningful problems that directly impact patient and resident care. About the Role The Director, CX Programs is a newly created, high-impact leadership role at the intersection of strategy, technology, and cross-functional execution. Sitting at the center of our Customer Experience organization, you will serve as the connective tissue across CX functions - driving alignment, operational excellence, and transformational AI initiatives. Reporting to the VP, Customer Experience, this role is the primary driver of AI adoption and enablement across the entire CX organization, serving as the direct liaison to the company's Director of AI. You will translate AI strategy into practical, high-value programs that uplevel every CX team's capabilities and outcomes. As the organization evolves, this role is designed to expand into a broader leadership position within CX Operations. What You'll Do AI Programs & Innovation Own the CX AI roadmap: identify, prioritize, and drive AI use cases across all CX teams, including AI-assisted support, intelligent routing, automated workflows, predictive churn signals, and onboarding acceleration Serve as the primary CX liaison to the company's Director of Data Analytics and AI, translating organizational needs into actionable AI initiatives and communicating progress back to the CX org Partner with Product, Engineering, and Data teams to build, pilot, and scale AI tools within CX workflows Develop AI adoption frameworks, change management plans, and enablement programs so every CX team can leverage AI confidently and effectively Track, measure, and report on AI program ROI across CX Cross-Functional Program Leadership Design and lead cross-functional programs spanning Support, Implementation, CX Ops, Integrations, and CSM, ensuring alignment on goals, timelines, and ownership Facilitate the operating rhythm of the CX leadership team: QBRs, team offsites, cross-team prioritization, and initiative tracking Identify gaps in how CX teams hand off, collaborate, and share information, and build programs to close them Serve as the VP of CX's trusted operator for programs that require sustained, cross-team coordination CX Operations Partner with CX Ops leadership to ensure operational infrastructure; tooling, data, workflows, to support the growing demands of the organization Drive AI enablement strategy ensuring every CX team member has the training, playbooks, tools, and knowledge to perform at the highest level Own CX-wide tooling strategy in partnership with CX leadership; evaluating, implementing, and optimizing the CX tech stack Metrics & Strategic Insights Build and maintain CX program scorecards tracking KPIs across all sub-teams Synthesize insights from across the org to surface patterns, risks, and opportunities to CX leadership Drive annual and quarterly planning processes for the CX organization What You Bring 7+ years of experience in customer experience, customer success, or operations roles, with at least 2-3 years in a program management or strategy capacity Demonstrated experience driving cross-functional programs in a fast-paced, high-growth environment Hands-on experience with AI tools in a CX context; managing, or scaling AI support agents, workflow automation, or LLM-powered tooling Background in B2B SaaS, particularly at companies with complex implementation or integration lifecycles Familiarity with the CX tech stack (e.g., Zendesk, Salesforce, PlanHat, or similar) Strong strategic instincts combined with the operational rigor to execute against them Excellent communication and facilitation skills; able to align senior stakeholders and motivate individual contributors Comfort operating in ambiguity and building structure Preferred: experience managing or leading CX teams Preferred: experience working directly with AI/ML or product teams building AI-powered products What Success Looks Like First 90 Days Deep understanding of every CX team's current state, goals, and pain points A clear AI opportunity map for the CX org, prioritized by impact and feasibility Established relationships with the Director of Data Analytics and AI, CX leadership, and key cross-functional partners At least two AI pilots underway and one cross-functional program with clear ownership and momentum First Year Multiple AI programs live and delivering measurable impact across CX teams A recognized operating model for cross-CX collaboration that teams actively use Established as a go-to leader and trusted advisor across the CX org and beyond Compensation $133,800-$163,900 CAD per year | $145,700-$178,500 USD per year This role is hybrid/remote depending on location, with preference for Cambridge or Dallas. Approximately 10% travel for internal meetings and summits.

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