Client Experience Leader

Location: Overland Park, KS (Kansas City Metro)
Employment Type: Full-time, In-Office
Department: Client Experience
Compensation: Top of market salary + equity

Our Client Experience team's core mandate is to deliver world-class, end-to-end experiences for our users that drive brand loyalty and retention. We're hiring a senior leader to operationalize that mandate on the frontline of servicing our customers.

This is a senior leadership role on the Customer Support side of our Client Experience org. This role is for someone who has already built strategy and run organizations at scale, not someone stepping into their first or second management seat. You'll operate with the judgment, data fluency, and workforce-planning rigor we'd expect of a director-level role while carrying full frontline management responsibility for a team of licensed specialists and account managers who own the end-to-end servicing of Steadily policies. The title and compensation will reflect that bar.

WHAT YOU'LL DO:

- Partner with other leaders on the strategy for the Customer Support team to build scalable infrastructure, workflows, and playbooks that let servicing quality hold as the org continues to grow.

- Turn data into decisions. Build and read the metrics that matter (service levels, quality, retention, productivity, cost-per-contact) and use them to drive performance, not just report on it.

- Run rigorous workforce management and staff planning: forecast volume, model staffing and capacity, set schedules and service levels, and plan hiring ahead of demand.

- Operationalize voice-of-customer insights. Systematically capture what policyholders are telling us and convert it into concrete changes to how we staff, train, and service.

- Partner across CX, Sales, Claims, Product, and Engineering to remove friction and improve the client experience end to end.

- Report to the Chief Experience Officer (CXO) and provide regular executive leadership updates.

- Lead and dev...