Director Digital Customer Engagement

#Description#

What makes Employ unique is that we offer three distinct ATS solutions—JazzHR, Lever, and Jobvite—designed to serve businesses at every stage of growth. We’re also building AI Companions to support recruiters throughout the hiring journey, with a focus on screening, interviewing, and sourcing.

We’re deeply committed to data security and compliance, partnering with IBM watsonx.governance to ensure end-to-end, always-on protection.

Today, more than 23,000 companies, including e.l.f. Beauty, Shutterfly, Pure Barre, and Spotify, trust Employ to help them hire smarter, faster, and more efficiently.

About the Role:

As Director of Digital Customer Experience at Employ, you will lead the strategy and execution of how we engage with 23,000+ customers through scalable, personalized digital journeys. From onboarding to renewal, you’ll define how we use tools like Gainsight and agentic AI to elevate every touchpoint—moving beyond generic walkthroughs to truly intuitive, branded experiences. This role is highly strategic, cross-functional, and innovative, with clear impact on retention, expansion, and customer satisfaction. You'll lead a growing team, partner with the Customer Experience organization operationally, Customer Marketing, Product, and Success, and be a key voice in shaping the future of customer engagement at Employ.

What you’ll be doing: 

• Develop and execute Employ’s digital customer engagement strategy, incorporating agentic AI and scalable programs tailored to diverse customer segments and products.

• Drive orchestration of end-to-end customer journeys, ensuring a consistent, personalized, and impactful digital experience.

• Spearhead the refinement of Customer Health metrics and strategies, adapting them to align with distinct customer segments.

• Own and optimize Gainsight as a core platform for customer engagement, including the deployment of insights, call-to-actions (CTAs), and automated workflows.

• Partner closely with Customer Success, Support, Professional Services, Product, and Marketing to ensure cross-functional alignment and seamless customer experiences.

• Lead, coach, and develop a team of Digital Program Managers and Gainsight administrators to deliver innovative, high-impact programs.

• Oversee project management of agile release processes for CX initiatives, ensuring delivery excellence and alignment with business objectives.

• Leverage data and analytics to measure success and continuously improve digital engagement performance.

• Stay ahead of industry trends and emerging technologies to position Employ as a leader in digital customer experience.

What you’ll bring:   

• 10+ years of experience in customer experience, customer success, or digital engagement leadership roles, with proven success driving digital transformation.

• Deep expertise with Gainsight (or similar customer engagement platforms), including administration and advanced configuration.

• Strong understanding of agentic AI, customer journey mapping, and multi-segment customer strategies.

• Experience managing multi-disciplinary teams, including program managers, systems administrators, and project managers.

• Demonstrated ability to deliver measurable outcomes that enhance customer satisfaction, adoption, and retention.

• Exceptional cross-functional collaboration skills and ability to influence at all levels of the organization.

• Excellent communication, strategic thinking, and problem-solving abilities.

• SaaS experience preferred. 

Employ is an Equal Opportunity employer.
Employ is an EVerify employer.