Director, Customer Health Center of Excellence

About Bazaarvoice

At Bazaarvoice, we create smart shopping experiences. Through our expansive global network, product-passionate community & enterprise technology, we connect thousands of brands and retailers with billions of consumers. Our solutions enable brands to connect with consumers and collect valuable user-generated content, at an unprecedented scale. This content achieves global reach by leveraging our extensive and ever-expanding retail, social & search syndication network. And we make it easy for brands & retailers to gain valuable business insights from real-time consumer feedback with intuitive tools and dashboards. The result is smarter shopping: loyal customers, increased sales, and improved products.

The problem we are trying to solve : Brands and retailers struggle to make real connections with consumers. It's a challenge to deliver trustworthy and inspiring content in the moments that matter most during the discovery and purchase cycle. The result? Time and money spent on content that doesn't attract new consumers, convert them, or earn their long-term loyalty.

Our brand promise : closing the gap between brands and consumers.

Founded in 2005, Bazaarvoice is headquartered in Austin, Texas with offices in North America, Europe, Asia and Australia.

It’s official: Bazaarvoice is a Great Place to Work in the US , Australia, India, Lithuania, France, Germany and the UK!

Key Responsibilities:

Build the Global Customer Health Center of Excellence (COE)

• Establish and lead the Customer Health CoE as the global owner of customer health strategy, frameworks, and standards.

• Define a clear, shared global definition of customer health and ensure consistent adoption across regions, segments, and teams.

• Create governance models, operating rhythms, and success metrics that scale globally.

Customer Journey & Experience Leadership

• Lead global customer journey mapping to identify universal moments that matter as well as region and segment specific friction points.

• Partner with key internal stakeholders to align journey insights, execution, resourcing and metrics / measurements.

Voice of Customer & Executive Insight

• Own the global VoC strategy, ensuring feedback is captured consistently across geographies and synthesized into a clear enterprise view.

Partner with internal stakeholders to maximize Qualitative feedback (Customer Advisory Boards, Executive Roundtables and other live sessions) and Quantitative feedback (NPS, CSAT and other surveys) as part of assessing customer health.

• Deliver executive-ready insights that highlight global trends, regional risks, segment risks and strategic opportunities.

• Serve as a trusted advisor to executive leadership on customer health, sentiment, and experience at a global level.

Globally Consistent Customer Health Playbooks

• Build and maintain globally consistent customer health and risk management resources, including:

o Customer health scores, lifecycle signals, score interpretation and thresholds using Gainsight

o Risk identification and escalation paths

o Standard actions, interventions, and success motions

o Roles, responsibilities, and handoffs across teams

o Voice of the Customer (VoC) insights across regions and segments

• Ensure playbooks are adaptable to regional needs while maintaining global consistency and shared outcomes.

• Work with CS Asset Council & PMK to standardize high-impact assets (Executive Business Reviews, Success Plans, Value Readouts) to ensure customer facing messages are tailored to the unique needs of regions and segments.

• Partner with Enablement to drive adoption through training, tooling, and ongoing reinforcement.

Cross-Functional Influence & Process Improvement

• Build strong global cross-functional partnerships with Sales, Delivery, Support, Marketing, Finance, and Operations.

• Partner with regional CS leaders to represent the Voice of CS and VOC to Product.

• Use customer health insights to influence roadmaps, policies, and processes that impact the global customer experience.

• Lead cross-functional initiatives to address systemic drivers of churn and dissatisfaction.

Qualifications:

Experience

• 10+ years of experience in customer success, customer experience, operations, strategy, or analytics roles in global organizations.

• Demonstrated success building or scaling a Center of Excellence, customer health function, or global CX program.

• Deep experience with customer success platforms such as Gainsight and lifecycle analytics.

• Proven ability to lead through influence across regions, cultures, and matrixed teams.

Skills & Attributes

• Global mindset with the ability to balance standardization and regional flexibility.

• Strong executive presence and storytelling skills with data and customer insight.

• Highly collaborative leader with a track record of cross-functional impact.

• Analytical, systems-oriented thinker who simplifies complexity and drives action.

• Customer-obsessed with a passion for continuous improvement at scale.

#LI-Hybrid

#LI-JM1

Why join Bazaarvoice?

Customer is key
We see our own success through our customers’ outcomes.
We approach every situation with a customer first mindset.

Transparency & Integrity Builds Trust
We believe in the power of authentic feedback because it’s in our DNA.
We do the right thing when faced with hard choices. Transparency and trust accelerate our collective performance.

Passionate Pursuit of Performance
Our energy is contagious, because we hire for passion, drive & curiosity.
We love what we do, and because we’re laser focused on our mission.

Innovation over Imitation
We seek to innovate as we are not content with the status quo.
We embrace agility and experimentation as an advantage.

Stronger Together
We bring our whole selves to the mission and find value in diverse perspectives.
We champion what’s best for Bazaarvoice before individuals or teams.
As a stronger company we build a stronger community.

Commitment to diversity and inclusion

Bazaarvoice provides equal employment opportunities (EEO) to all team members and applicants according to their experience, talent, and qualifications for the job without regard to race, color, national origin, religion, age, disability, sex (including pregnancy, gender stereotyping, and marital status), sexual orientation, gender identity, genetic information, military/veteran status, or any other category protected by federal, state, or local law in every location in which the company has facilities. Bazaarvoice believes that diversity and an inclusive company culture are key drivers of creativity, innovation and performance. Furthermore, a diverse workforce and the maintenance of an atmosphere that welcomes versatile perspectives will enhance our ability to fulfill our vision of creating the world’s smartest network of consumers, brands, and retailers.

The successful candidate will be required to complete a background check. We will provide additional information and obtain your written consent before proceeding.