Director, CX Programs

About MealSuite

MealSuite creates comprehensive foodservice technology for healthcare and senior living providers. The company’s purpose is to help care teams improve dining experiences while reducing manual effort. It is a rapidly expanding organization focused on work that has a direct effect on patient and resident care.

About the Role

The Director, CX Programs is a newly established leadership position with broad impact across strategy, technology, and execution. Positioned at the core of the Customer Experience organization, this person will connect CX teams, strengthen operational discipline, and lead transformational AI initiatives.

Reporting to the VP of Customer Experience, this role drives AI adoption and enablement across CX and acts as the main point of contact with the company’s Director of AI. The selected leader will turn AI strategy into practical programs that improve performance across CX teams. Over time, the role is expected to grow into a wider leadership position within CX Operations.

Core Responsibilities

This role owns CX-wide AI program planning, cross-functional program leadership, CX operational enablement, and performance insights. It involves coordinating with Support, Implementation, CX Ops, Integrations, and CSM, while also aligning closely with Product, Engineering, Data, and CX leadership.

AI Programs and Innovation

• Set and drive the CX AI roadmap by identifying, ranking, and advancing use cases across the customer experience function, such as AI-assisted support, smart routing, automated workflows, predictive churn indicators, and faster onboarding.
• Act as the main CX partner to the Director of Data Analytics and AI, converting organizational needs into concrete AI initiatives and keeping the CX organization informed on progress.
• Work with Product, Engineering, and Data teams to build, test, and scale AI solutions inside CX workflows.
• Create adoption plans, change management approaches, and enablement programs that help CX teams use AI effectively and confidently.
• Monitor, quantify, and communicate the business return from AI initiatives across CX.

Cross-Functional Program Leadership

• Plan and oversee cross-functional initiatives across Support, Implementation, CX Ops, Integrations, and CSM, making sure goals, deadlines, and accountability are aligned.
• Run the working cadence for CX leadership, including quarterly business reviews, team offsites, cross-team prioritization, and progress tracking.
• Spot breakdowns in how CX teams transfer work, collaborate, and exchange information, then create programs that resolve those issues.
• Serve as the VP of CX’s dependable operator for initiatives that need sustained coordination across teams.

CX Operations

• Collaborate with CX Operations leadership to strengthen the operational foundation, including tools, data, and workflows, as the organization scales.
• Lead the AI enablement approach so every CX team member has the training, playbooks, tools, and knowledge needed to perform at a high level.
• Own the CX tooling strategy with CX leadership by assessing, introducing, and improving the CX technology stack.

Metrics and Strategic Insights

• Create and maintain scorecards for CX programs, tracking key performance indicators across all sub-teams.
• Pull together insights from across the organization to highlight trends, risks, and opportunities for CX leadership.
• Support annual and quarterly planning for the CX organization.

What You Bring

The ideal candidate has deep customer experience, customer success, or operations experience, along with program management or strategy exposure in a fast-moving, high-growth business. Strong AI fluency in a CX setting is important, including experience with AI support agents, workflow automation, or LLM-based tools.

Experience in B2B SaaS is preferred, especially in environments with complex implementation or integration cycles. Familiarity with CX systems such as Zendesk, Salesforce, PlanHat, or similar platforms is also important. The role calls for strong strategic thinking, strong execution discipline, excellent communication, and the ability to bring senior stakeholders together while keeping individual contributors engaged. Comfort with ambiguity and a talent for creating structure are essential. Leadership experience in CX and direct collaboration with AI/ML or product teams is a plus.

Success Expectations

In the first 90 days, the leader should develop a deep understanding of each CX team’s current state, goals, and challenges; build a prioritized AI opportunity map; establish key relationships with the Director of Data Analytics and AI, CX leadership, and other partners; and launch at least two AI pilots plus one cross-functional initiative with clear ownership and momentum.

By the end of the first year, several AI programs should be active and producing measurable results, a clear cross-CX operating model should be in regular use, and the person in this role should be seen as a trusted advisor across CX and the wider organization.

Compensation and Work Setup

The annual compensation range is CAD 133,800 to 163,900 or USD 145,700 to 178,500. The position can be hybrid or remote depending on location, with a preference for Cambridge or Dallas. Around 10% travel is expected for internal meetings and summits.

Why You’ll Love Working Here

• Unlimited paid time off, with flexibility and trust to manage your own balance.
• Retirement savings support, including RRSP/401(k) matching at 100% up to 3%.
• Health coverage options available from day one, including medical, dental, vision, life and disability insurance, plus paid maternity and parental leave.
• Hybrid flexibility that supports both in-person collaboration and remote work benefits.
• Strong work-life balance, backed by employee feedback on leadership support.
• Participation in the company equity program.
• Opportunities for professional growth and career advancement.
• Purpose-driven work that contributes to a positive community impact.

Additional Information

Accommodation is available for applicants who need support during the hiring process. MealSuite uses AI-assisted tools for some parts of hiring, including screening and workflow automation, but people make the final hiring decisions. This is an active vacancy and the company is currently hiring for the role.

Location Preference

There is a preference for candidates based in Cambridge or Dallas. The role is hybrid/remote depending on location.