Director, Customer Experience

Director, Customer Experience About the role: Curri is seeking a Director, Customer Experience to own and transform the company's customer and driver support function from end to end. Support is Curri's most direct touchpoint with every customer and driver we serve, and right now it needs a dedicated leader with a real mandate to build, not just manage. In this role, you will inherit a fragmented support org and turn it into a scalable, agentic-first function that raises quality across every channel while reducing cost-to-serve, reporting directly to the COO who is personally invested in AI-first operations. What you will do: Own end-to-end support for customers and drivers across account support, live delivery support (phone and chat), and driver support. Build and ship agentic CX in production, including triage, resolution routing, escalation handling, and systematic rebalancing of BPO, AI, and human support. Set and hold a high quality bar across all channels, informed by the real expectations of customers and drivers, and build the infrastructure to track and act on it continuously. Own the driver payment experience end-to-end: payment terms, invoice disputes, payout escalation