Director, Customer Experience (Remote)

WHO WE ARE: Splice is a creative platform for people who make music. Serious producers choose Splice Sounds to bring their ideas to life. A subscription to Splice inspires and accelerates creative success for digital music creators with an industry-leading catalog of sounds and samples and an expanding AI stack. With a rent-to-own marketplace of DAWs and plugins, the Splice experience seamlessly integrates into any music production workflow, regardless of DAW (Digital Audio Workstation). Via Splice, an unparalleled team of sound designers and sample creators are fueling the success of a growing global community of chart-topping producers, students, and DIY creators. HOW WE WORK: At Splice, DISCO is a rallying cry for collaboration, accountability, and unity within our organization; Direct, Inclusive, Splice Together, Creator Centric, and Optimistic. Our shared success depends on our ability to support one another, work well together, and communicate directly. By embracing flexibility and a unified approach, we can navigate anything that’s thrown at us. Splice embraces a culture of remote work. You’ll see your colleagues showing up from across the US and the UK. In order to keep us working well as a team, we have regular communication, including Town Halls, departmental all-hands and get-togethers. When you join Splice, you join a network of colleagues, peers, and collaborators. Are you ready? JOB TITLE: Director, Customer Experience LOCATION: REMOTE THE ROLE: The Director of Customer Experience is a critical leadership role responsible for shaping and elevating how customers interact with and feel about Splice. Reporting directly to the SVP of Product, this leader will define and drive our CX vision, ensuring every support interaction, customer journey, and service touchpoint reflects our commitment to creators. You will oversee customer support strategy, CX operations, and insights programs, building scalable systems and best-in-class experiences for our global user base. With a blend of strategic thinking, operational rigor, and deep empathy for creators, you will champion the customer voice, influence product decisions, and ensure that users feel understood, supported, and successful at every step. The ideal candidate has a proven record of designing high-performing support organizations, implementing voice-of-customer frameworks, and driving measurable improvements in customer satisfaction, retention, and loyalty. They bring strong analytical capabilities, a proactive mindset, and a passion for delivering exceptional experiences. WHAT YOU’LL DO:

• Define and lead Splice’s end-to-end customer experience strategy, ensuring alignment with company goals and creator needs.
• Own the CX and Support roadmap, driving initiatives that strengthen customer satisfaction, retention, and loyalty.
• Build, mentor, and scale a high-performing customer experience organization, setting standards for excellence across channels.
• Lead new and strategic CX initiatives that drive revenue and long-term growth, including sales and cancellation support, AI-powered experience enhancements, and innovative loyalty programs to increase retention and engagement.
• Partner closely with Product, Engineering, Marketing, and Analytics teams to surface insights, influence roadmaps, and improve the customer journey.
• Develop and optimize processes, tools, and service workflows to deliver efficient, high-quality support at scale.
• Lead Voice of Customer programs, synthesizing qualitative and quantitative insights to identify trends, gaps, and opportunities.
• Use data-driven analysis to inform improvements to support operations, help center content, and self-service experiences.
• Communicate findings, recommendations, and priorities to stakeholders at all levels, driving alignment and action across the organization. JOB REQUIREMENTS:
• Bachelor’s degree in a relevant field; advanced degree preferred.
• 7+ years of progressive experience in customer experience, customer support, or service operations leadership.
• Proven success building and managing customer-facing teams within fast-paced, high-growth environments.
• Strong operational and technical proficiency, with expertise in CX systems, support platforms, CRMs, and workflow optimization tools.
• Demonstrated ability to use data and analytics to drive decisions, improve processes, and measure customer sentiment.
• Exceptional communication and stakeholder management skills, with the ability to influence cross-functional partners and senior leadership.
• Experience designing scalable support strategies, self-service systems, and customer journey frameworks.
• Highly organized, autonomous, and comfortable leading initiatives with significant visibility and impact.
• Experience as a music creator, preferably as a producer or composer. NICE TO HAVES:
• Experience with Intercom is a plus.
• Experience working in high-growth tech or SaaS organizations.
• A collaborative mindset with a st

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