It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Since launching in 2010, WP Engine has become the world’s leading WordPress Digital Experience Platform (DXP), now with over 100,000 customers in 140 countries. We’re proud of the technology and service we offer our customers that move their businesses forward faster. At WP Engine, we strive to do the best work of our careers, and feel empowered to do what is right for our customers. We love investing in employee success and uncovering opportunities for you, the best, to get better. 99 percent of employees believe you’re made to feel welcome at WP Engine. Be you. Be here.

What’s Cool About This Job

Are you passionate about customers, creating exceptional experiences, building great organizations, and working with analytics, processes, and knowledge?

We are looking for a Director to lead strategy, planning, and execution of customer experience operations! In this role, you will serve as the leader of a team responsible for analytics, systems, and knowledge management operations supporting the Customer Experience functions at WP Engine. You will be passionate about growing customer retention through enabling proactive outreach programs, self-service support channels, and technical support. In addition, you will work with the rest of the company to drive scale and inspire change based on customer needs.

The Day To Day

• Define and build Customer Experience KPIs and frameworks

• Provides recommendations and industry best practices on improvement opportunities and opportunities to scale.

• Construct increasingly accurate predictive reporting around customer retention.

• Serves as an authority for how Customer Experience Operations works and partners with other departments on initiatives.

• Establishes strong working relationships with other leaders and cross-functional counterparts to identify and implement improvement opportunities.

• Create and implement a “Voice of the Customer” program.

• Partner with executives to develop breakthrough capabilities and ge theme to scale 

• Maintain strategic relationships with vendors and be a strong proponent of WP Engine within the broader community.

• Build and scale a best-in-class knowledge base, focused on scaling for technical support and increased revenue generation.

• Design and Implement Customer Experience Software Systems, including Zendesk, Gainsight, MaestroQA, Guru, and more.

• Build and retain an extraordinary team by providing mentorship, guidance and career development.

Your Expertise and Passion

• Proven experience in Customer Experience, Customer Support or Operations

• Demonstrated ability leading and growing teams from strategy through to operational execution

• Proven track record of creating and scaling excellent customer experiences

• Analytical skills, including ability to model business processes.

• Ability to write advanced SQL queries, including experience with big data platforms like Google BigQuery.

• Experience with BI visualization platforms (Looker, Tableau, etc) preferred.

• Knowledge on how excellent technical support teams operate.

• Executive presence and interpersonal skills

• Strong skills with Excel and Microsoft Office required.

• Operate comfortably in a fast-growing environment where organizational change is a part of growth and customer needs and demands are also ever-changing.

• Demonstrate the following: initiative, natural curiosity, natural leadership skills, independence, and a “get things done” demeanor.

• Experience working with Agile or Scrum methodology required.

• Strong verbal and written communication skills.

• Ability to work after hours and weekends on occasion.

The perks and benefits:

• Compensation (We offer market competitive salaries)

• Stock Options (Every employee is an owner in the company)

• Health Benefits (100% Paid Employee Medical, Dental, and Vision)

• 401(k) (Make the most of retirement)

• Life and Disability Insurance (100% Paid Life, STD, LTD and AD&D)

• Generous Vacation Time (Who doesn’t like time off)

At WP Engine, we strive to have the broadest possible view of diversity, going beyond visible differences to include the background, experiences, skills, and perspectives that make each person unique. WP Engine is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other basis protected by federal, state, or local law.

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