Director, CX Programs

About MealSuite

MealSuite creates integrated foodservice software for healthcare and senior living providers. The company’s purpose is to help care teams improve dining experiences while reducing effort, and it operates as a rapidly expanding team working on work that has a direct effect on patient and resident care.

About the Role

This newly established leadership position sits at the crossroads of strategy, technology, and execution across the Customer Experience organization. As the main coordinator across CX functions, you will strengthen alignment, improve operations, and lead AI-driven transformation initiatives.

Reporting to the VP of Customer Experience, you will be the key owner of AI adoption and enablement across CX and the direct partner to the Director of AI. Your work will turn AI strategy into practical programs that improve the effectiveness and results of each CX team. Over time, the position is expected to grow into a wider leadership role within CX Operations.

What You’ll Do

AI Programs and Innovation

• Lead the CX AI roadmap by identifying, ranking, and advancing AI use cases across support, routing, workflow automation, churn prediction, and onboarding acceleration.
• Act as the main CX contact for the Director of Data Analytics and AI, converting organizational needs into usable AI initiatives and sharing progress with the CX organization.
• Work with Product, Engineering, and Data teams to build, test, and scale AI tools inside CX processes.
• Create adoption plans, change management approaches, and training programs so CX teams can use AI with confidence and consistency.
• Monitor, quantify, and communicate the return on investment from AI programs across CX.

Cross-Functional Program Leadership

• Plan and run cross-functional programs spanning Support, Implementation, CX Ops, Integrations, and CSM so teams stay aligned on goals, timing, and ownership.
• Facilitate the CX leadership operating cadence, including QBRs, offsites, cross-team prioritization, and tracking of initiatives.
• Find breakdowns in handoffs, collaboration, and information sharing across CX teams, then build programs to resolve them.
• Serve as the VP of CX’s trusted operator for initiatives that need ongoing coordination across multiple teams.

CX Operations

• Partner with CX Ops leadership to strengthen the operational foundation, including tools, data, and workflows, as the organization scales.
• Shape and drive the AI enablement strategy so every CX employee has the training, playbooks, tools, and knowledge needed to perform at a high level.
• Own the CX technology strategy with leadership, including evaluation, implementation, and optimization of the CX tech stack.

Metrics and Strategic Insights

• Develop and maintain CX scorecards that track KPIs across sub-teams.
• Turn insights from across the organization into patterns, risks, and opportunities for CX leadership.
• Lead annual and quarterly planning for the CX organization.

What You Bring

We are looking for someone with deep experience in customer experience, customer success, or operations, plus program management or strategy exposure in a fast-moving growth environment. The role also calls for practical experience using AI in CX settings, including AI support agents, workflow automation, or LLM-based tools.

You should bring a background in B2B SaaS, ideally in businesses with complex implementation or integration cycles, and be familiar with CX systems such as Zendesk, Salesforce, PlanHat, or comparable tools. Strong strategic thinking, high operational discipline, excellent communication, and the ability to align senior stakeholders and inspire contributors are important. Comfort working through ambiguity and creating structure is essential. Experience leading CX teams and working directly with AI/ML or product teams building AI-powered products is preferred.

Success in the First 90 Days

• Develop a deep understanding of each CX team’s current state, goals, and pain points.
• Create a prioritized AI opportunity map for CX based on impact and feasibility.
• Build working relationships with the Director of Data Analytics and AI, CX leadership, and key cross-functional partners.
• Launch at least two AI pilots and one cross-functional program with clear accountability and momentum.

Success in the First Year

• Have multiple AI programs live and producing measurable value across CX teams.
• Establish a collaboration model for CX that teams actually use.
• Become a trusted advisor and go-to leader across the CX organization and beyond.

Compensation

The pay range is $133,800 to $163,900 CAD per year, or $145,700 to $178,500 USD per year.

This position is hybrid or remote depending on location, with a preference for Cambridge or Dallas. The role also includes about 10% travel for internal meetings and summits.

Why You’ll Love Working Here

• Unlimited paid time off to support balance and recovery.
• Retirement savings support through RRSP/401(k) matching at 100% up to 3%.
• Health coverage options available from day one, including medical, dental, and vision, plus life and disability insurance and paid maternity and parental leave.
• Hybrid flexibility that balances in-person collaboration with remote work benefits.
• Strong work-life balance, reflected in leadership support for employee wellbeing.
• Participation in the equity program so employees can share in the company’s growth.
• Career development and advancement opportunities.
• Purpose-driven work with a meaningful community impact.

Equal Opportunity and Accommodation

The company is committed to providing equal opportunity to qualified applicants. If you need an accommodation during the application process, you can request support at the provided accommodations contact.

Hiring Process Note

AI-assisted tools are used in parts of the hiring process, including screening and workflow automation. Final hiring decisions are made by people.

Additional Information

This is an active opening and the company is currently hiring for the position. The role may involve approximately 10% travel for internal meetings and summits.

Preferred work location is Cambridge or Dallas, and the role may be hybrid or remote depending on where you are based.