Global Customer Experience Director

Location: Auckland Workplace: OnSite ABOUT HALTER At Halter, we’re on a mission to enable farmers and graziers to run the most productive and sustainable operations. Our customers are using Halter to break free from the time-intensive constraints of conventional practices. Imagine watching 500 cattle stand up and walk calmly towards their next break? No quad bikes, no dogs, no fences. Just a group of cattle walking at their own pace. People say it looks like magic. Our customers are revolutionizing grazing with Halter. It's changing lives and transforming an industry. People join Halter to do meaningful work. By joining us you’ll be solving challenging problems within a talented team and a culture built for high performance. Our team out-think, out-work and out-care. We’re committed to delivering real change in the world - this isn’t easy, and in truth, we love that it’s hard. We’re backed to deliver on a mission that matters by Tier 1 investors including Founders Fund https://foundersfund.com, Bessemer Venture Partners https://www.bvp.com/, BOND, https://www.bondcap.com/ DCVC https://www.dcvc.com/, Blackbird https://www.blackbird.vc/, Promus Ventures https://www.promusventures.com/, Rocket Lab’s Peter Beck and Icehouse ventures https://www.icehouseventures.co.nz/?utm_term=icehouse%20ventures&utm_campaign=Brand+Keywords&utm_source=adwords&utm_medium=ppc&hsa_acc=4064636360&hsa_cam=16902737884&hsa_grp=134004309485&hsa_ad=592971340272&hsa_src=g&hsa_tgt=kwd-1082530126230&hsa_kw=icehouse%20ventures&hsa_mt=b&hsa_net=adwords&hsa_ver=3&gclid=Cj0KCQjw2v-gBhC1ARIsAOQdKY0J0DepRVFDmjQlAkJPbZuQnLSA5UVzUzOXYiPxkjX-SeVa513_BhkaAr-MEALw_wcB. To find out more, visit our LinkedIn https://www.linkedin.com/company/halter-limited & Instagram https://www.instagram.com/lifeathalter/. ABOUT THE ROLE: When a farmer needs help, your team answers. That means 24 hours a day, seven days a week, in every market where Halter operates. Calving doesn’t wait for business hours, and neither do we. As Global Customer Experience Director, you’ll lead Halter’s global Customer Experience organisation. You’ll oversee our Support Centre of Excellence in New Zealand, global escalations, Product Support and customer experience teams across every region. This is a role for someone who can build the machine and stay close enough to the field to know whether it’s working. You’ll own the global Customer Experience strategy, support operating model, organisation design, budget, headcount and tooling. You’ll lead the regional Heads of Customer Experience and be directly accountable to the executive team for the outcomes of the function. One day, you’ll be working with your leadership team to design the support model for a new market. The next, you’ll be reviewing global escalation trends with Product and Engineering to make sure a recurring issue is fixed at the root. By the end of the week, you might be listening to a frontline support call, working with a regional leader on queue health, or helping the executive team understand what farmers are experiencing on the ground. This role owns real customer and business outcomes. You’ll be accountable for response times, resolution times, customer satisfaction, escalation rates, cost to serve, support quality, leadership capability and the culture of a global team of more than 100 people. You’ll work closely with Launch, Fleet Operations, Product, Engineering and Go-to-market Operations to make sure Halter runs as one company and farmers get the experience they deserve. The impact is significant. Customer Experience is a major business pillar and a core part of Halter’s competitive advantage. This is one of the most important leadership roles in the business. WHO WE'RE LOOKING FOR: We’re looking for a rare kind of global support leader: someone who has built high-performing customer organisations before, knows what exceptional looks like, and has the scars, standards and instincts to prove it. You’ll have led customer support teams at scale in a fast-growing company, including frontline teams, escalation teams and leaders who lead other leaders. You’ll know how to create a support model that is both operationally excellent and deeply connected to the customer. You’ll be seriously commercially sharp. You’ll understand the relationship between customer experience, cost to serve, retention, product quality and growth. You’ll know what’s happening inside your queues, escalations, workforce plan, service levels and customer feedback — not because someone sends you a report, but because you’re close enough to the work to know where the real opportunities and risks are. You’ll be data-driven, but never robotic. You’ll understand that the numbers show you where to look, and the people tell you what’s really going on. You’ll also need to move between worlds with ease. You’ll be credible with the executive team, trusted by regional leaders and close enough to the frontline to understand what happens when a farmer needs help at 2am. You’ll be comfortable working across countries, cultures, languages and time zones, and you’ll know how to adapt a global standard so it works in the real world. You’ll care deeply about people, but you won’t avoid hard conversations. You’ll give direct feedback, raise standards and help people achieve more than they thought they were capable of. You’ll bring strong judgement under pressure. You’ll know when to follow the process, when to change it and when to pick up the phone. Experience in agriculture, farming or another operationally complex industry would be a genuine advantage. It’s not essential. More important is curiosity about how farmers work, respect for the people whose livelihoods depend on Halter, and the ability to earn trust quickly. Above all, we’re looking for someone with rare ownership, drive and presence. Someone who wants the responsibility of building something enormous. Someone who can lead leaders, shape a global function, raise the bar across markets and still bring energy, pace and belief to the team around them. This is not a role for someone waiting for a perfect playbook. It’s for someone who can build one. WHAT YOUR DAY COULD LOOK LIKE: - Own and evolve Halter’s global Customer Experience strategy, operating model and standards. - Lead the regional Heads of Customer Experience, building strong leaders who can run their markets with autonomy within one global standard. - Design what runs centrally and what runs in-market, ensuring farmers get fast, consistent support without duplicated effort. - Lead the New Zealand Support Centre of Excellence, global Tier 3 escalations and Product Support teams. - Build the organisation, processes and tools required to support Halter’s growth into new markets. - Set clear expectations for response times, resolution times, customer satisfaction, quality and cost to serve. - Build strong regional and shift leads who can manage queue health, coaching, quality checks and handovers. - Create a segmented service model so enterprise, new and at-risk farmers receive the right level of support. - Reduce escalations by improving Tier 2 playbooks, training, diagnostics and knowledge. - Reduce escalations to Engineering by improving how issues are investigated, documented and reproduced. - Run global trend reviews that turn customer patterns into improvements in process, knowledge, tooling and product. - Partner with Product, Engineering, Fleet Operations and Launch to fix recurring issues at the root. - Work with Go-to-market Operations to drive adoption of AI agents, automation and better knowledge across every region. - Set the global direction for how people and AI work together in support. - Use data to understand service performance, workforce requirements, customer sentiment and cost to serve. - Build a high-performing culture that balances urgency, quality, learning and sustainability. - Hire, develop and retain exceptional leaders and talent across every region. - Build support operations for new markets so farmers receive world-class service from day one. - Bring regional insight into global decisions and make sure global decisions work on the ground. - Advise the executive team on customer experience, support strategy, operational risk and investment. - Lead cross-functional change and help Halter prepare for new markets, new technology and the next stage of growth. - Other duties as required from time to time. OUR BENEFITS: - Importantly, we offer an inclusive and attractive remuneration package made up of salary, benefits and an employee stock ownership plan. - Healthy body, healthy mind. We’re partnered with Southern Cross Health Insurance to support your well-being. - Our personal growth is important. Halter offers an annual $1000 self-development budget to be used for anything that fuels personal growth. - We offer 6 months of fully paid parental leave for primary caregivers, 4 weeks of fully paid secondary caregiver leave and many other parental benefits that support you and your family. - Our time to recharge is valued, we’re offered wellness leave and unlimited paid annual leave. OUR OFFICE FIRST APPROACH: Humans are wired for connection. Being office first is a core pillar of our culture because in-person connections drive your growth, learning, impact, and relationships. Strong relationships make it easier to disagree, give feedback, and do meaningful work together. We're office first, not office only. Working from the office is our default, but we flex when needed. We have a high-trust culture where everyone is trusted to do what's best for Halter. Our office vibe is special, the high energy and spectacular people make work enjoyable. Your growth and impact are unlimited here, coming from solving problems, innovating, and constantly learning from each other. JOIN OUR TEAM Halter is committed to promoting a diverse and inclusive workplace — a place where we can each be ourselves and do the best work of our lives. Research shows that while men apply to jobs when they meet an average of 60% of the requirements, women and under-represented groups of candidates tend to only apply when they meet every requirement. If you think you have what it takes but don’t necessarily tick every requirement on this job description, please still get in touch and apply to Halter. We’d love to chat to see if you’ll be an epic fit! If this opportunity sounds like you, please apply below by sending through your cover letter explaining why you’re excited about this role and working at Halter, along with your CV, and we’ll be in touch! Please also feel free to check out the careers page https://www.halterhq.com/careers for more information on working at Halter and don't forget to follow us on LinkedIn https://www.linkedin.com/company/halter-limited & Instagram https://www.instagram.com/lifeathalter/. WHY OUR TEAM LOVES WORKING AT HALTER: - Work that genuinely matters. Every now and again a company comes along that transforms an entire industry and leaves the world in a better place. Our team gets to be part of something truly meaningful, helping farmers improve their livelihoods, spend more time with their families, and build more sustainable operations. - Spectacular people solving hard problems. Our culture is designed for talented people to do work that changes lives. The team is filled with diverse, kind, and driven people who push each other to do their best work. You'll be thrown into the deep end, tackling complex challenges and building something tangible that solves real problems. - You'll grow here. Autonomy, mastery, and learning define how we work. You'll have the freedom to work on interesting problems, master new skills, and continuously develop yourself, both through your role and our personal growth fund. - This isn't easy, and we love that it's hard. Working at Halter will be the most rewarding and the most challenging work of your life. We move fast, take bold bets, and work hard to reshape an entire industry. As one team member put it: "Joining Halter is a bit like strapping yourself to a rocket ship, but it's an epic journey to be a part of!"