Director,CXPrograms

**About MealSuite ** MealSuite builds end-to-end foodservice technology for healthcare and senior living organizations. Our mission is to help care teams deliver better dining experiences with less effort. We’re a fast-growing team working on meaningful problems that directly impact patient and resident care. **About the Role ** The Director, CX Programs is a newly created, high-impact leadership role at the intersection of strategy, technology, and cross-functional execution. Sitting at the center of our Customer Experience organization, you will serve as the connective tissue across CX functions — driving alignment, operational excellence, and transformational AI initiatives. Reporting to the VP, Customer Experience, this role is the primary driver of AI adoption and enablement across the entire CX organization, serving as the direct liaison to the company’s Director of AI. You will translate AI strategy into practical, high-value programs that uplevel every CX team’s capabilities and outcomes. As the organization evolves, this role is designed to expand into a broader leadership position within CX Operations. **What You’ll Do ** **AI Programs & Innovation ** * Own the CX AI roadmap: identify, prioritize, and drive AI use cases across all CX teams, including AI-assisted support, intelligent routing, automated workflows, predictive churn signals, and onboarding acceleration * Serve as the primary CX liaison to the company’s Director of Data Analytics and AI, translating organizational needs into actionable AI initiatives and communicating progress back to the CX org * Partner with Product, Engineering, and Data teams to build, pilot, and scale AI tools within CX workflows * Develop AI adoption frameworks, change management plans, and enablement programs so every CX team can leverage AI confidently and effectively * Track, measure, and report on AI program ROI across CX **Cross-Functional Program Leadership ** * Design and lead cross-functional programs spanning Sup