Director, Customer Experience

Ibotta is seeking a Director, Customer Experience to join our innovative team and contribute to our mission to Make Every Purchase Rewarding.

This role is designed for a visionary who can bridge the gap between high-level strategy and tactical execution. The ideal candidate is a champion of efficiency who excels at navigating complex cross-functional relationships, standardizing scalable workflows, and leveraging data-driven insights to eliminate obstacles and enhance the overall customer experience.
This position is located in Denver, Colorado as a hybrid position requiring 3 days in office (Tuesday, Wednesday, and Thursday). Candidates must live in the United States.

What you will be doing:

• Partner with the VP of Customer Operations on the vision for operational, tool and organization improvement of the Client, Consumer, and Publisher Operations teams.

• Lead and consult on strategies and company-wide initiatives that result in global, innovative changes which enhance the customer experience and operational efficiency.

• Advocate for resources, cross-functional support, and product investment as needed to achieve successful outcomes.

• Build strong relationships with technology and business partners across the organization to align on goals, identify needs, deliver comprehensive solutions, and eliminate obstacles to the achievement of objectives.

• Coach and motivate a team of talented Managers, Analysts, and Specialists; prepare individuals for growth opportunities and advancement.

• Deploy your team across projects based on urgency, impact, skill sets required, and professional development goals.

• Create and execute a vision and strategic roadmap for the Customer Experience team.

• Drive impact to Customer Operations OKRs, company goals, and the customer experience through effective leadership of your team.

• Foster and maintain a performance-driven team culture.

• Develop and implement strategies to continuously identify and prioritize Customer Operations process and tooling inefficiencies and risks.

• Design and implement innovative solutions independently and in collaboration with technology partners to improve operational efficiency, enhance scalability, and drive a culture of continuous improvement and customer-centricity across the organization.

• Lead process standardization efforts across Operations, creating repeatable, scalable workflows primed for automation

• Understand the business in-and-out to act as Customer Operations expert for company-wide initiatives and be proactive about solving emerging problems.

• Embrace and uphold Ibotta’s Core Values: Integrity, Boldness, Ownership, Teamwork, Transparency & A Good Idea Can Come From Anywhere

What we are looking for:

• 7-10 years of experience, preferably in an operations, project management, or strategy role

• 5-7 years of people management

• Bachelor’s degree preferred

• Experience with software development, product management, process improvement, and project management methodologies

• Ability to motivate and coach a team

• A strategic perspective to problem solving, with the ability to analyze quantitative and qualitative data and provide strategic recommendations and creative solutions

• Track record of leading scalable process improvements and driving results in fast-paced, dynamic environments

• Proven experience executing complex strategic and operational initiatives with minimal oversight

• Business acumen to have a vision of the whole business process when problem solving for a piece of it; ability to assess how current actions impact the whole process

• Excellent communication and interpersonal skills that shepherd stakeholders along and fosters collaboration

• Ability to make judgment calls based on the needs of the business

About Ibotta ("I bought a...")

Ibotta (NYSE: IBTA) is a leading performance marketing platform allowing brands to deliver digital promotions to over 200 million consumers through a network of publishers called the Ibotta Performance Network (IPN). The IPN allows marketers to influence what people buy, and where and how often they shop – all while paying only when their campaigns directly result in a sale. American shoppers have earned over $2.6 billion through the IPN since 2012. The largest tech IPO in history to come out of Colorado, Ibotta is headquartered in Denver, and is continually listed as a top place to work by The Denver Post and Inc. Magazine.

Additional Details:

• This position is located in Denver, CO and includes competitive pay, flexible time off, benefits package (including medical, dental, vision), Employee Stock Purchase Program, and 401k match. Denver office perks include paid parking, snacks, and occasional meals.

• Base compensation range: $113,000-$132,000. Total compensation for this role also includes a variable component in addition to base salary. Equity is included in overall compensation package. This compensation range is specific to the United States labor market and may be adjusted based on actual experience.

• Ibotta is an Equal Opportunity Employer. Ibotta’s employment decisions are made without regard of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected status.

• Applicants must be currently authorized to work in the United States on a full-time basis.

• Applicants are accepted until the position is filled.

• For the security of our employees and the business, all employees are responsible for the secure handling of data in accordance with our security policies, identifying and reporting phishing attempts, as well as reporting security incidents to the proper
  channels.

Recruiting Agency Notice
Ibotta does not accept agency resumes and is not responsible for any fees related to unsolicited resumes. Please do not forward resumes to any Ibotta employees.

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