Director of Customer Experience Operations

OverviewAs the Director of Customer Experience (CX) Operations, you will lead the systems, processes, and analytics that enable a world-class customer journey. This role will partner cross-functionally across Support, Success, Services, Product, Marketing, and Sales to ensure that the voice of the customer is embedded in our operations and that our CX teams are empowered to deliver exceptional experiences at scale. This role will report to the SVP of Operations, but work closely and partner with CX Leadership on a near daily basis to deliver on the responsibilities listed.Responsibilities Strategic Planning and Execution:Define and drive the vision for CX Operations, aligning with company and CX leadership priorities.Build and lead a high-performing CX Operations team including functions such as tooling, enablement, insights, and process optimization.Serve as a thought partner to CX leadership to scale programs and improve the customer lifecycle.Strong alignment and communication cadences with CX Leadership and the ability to own communications to the CX OrganizationsTechnology & Tooling:Own the strategy, administration, and optimization of CX systems, most notably Salesforce Service Cloud & CertiniaEvaluate, implement, and integrate tools that improve agent productivity and customer satisfaction.Partner with Sales & Marketing Ops to ensure data integrity and system alignment across platforms.Process Optimization:Design and optimize end-to-end customer experience workflows across onboarding/installs, support, account management, and renewals.Establish standardized processes that increase team efficiency, reduce friction, and drive consistency.Lead cross-functional projects that improve customer retention, CSAT, and NPS.Analytics & Insights:Build and manage CX dashboards and reporting across key KPIs (CSAT, NPS, CES, Time to Resolution, Time to Value, etc.).Translate data into actionable insights that inform strategy and continuous improvement.Lead or be heavily involved with VOC (Voice of Customer) programs and surface trends to product and executive teams.Enablement & Change Management:Develop and execute onboarding, training, and ongoing enablement programs for CX team members.Manage change effectively across tools, processes, and policies, ensuring team adoption and understanding.Collaborate with HR and L&D on career progression frameworks and competency modelsQualifications Education and Experience:5+ years of experience in CX, Support, Success, or Operations roles, including 2+ years in a leadership capacity.Skills and Competencies:Must be data-driven and analytical, including expert excel skills and the ability to make sense of big dataProven experience and best practices with Salesforce CRM, most notably Service Cloud, and CertiniaDeep understanding of customer experience best practices and operational metrics, most notably on the Support & Services tradesProven track record of managing large-scale tools and systems across CX or RevOps tech stacksExcellent project management skills with a track record of managing complex projectsExcellent communication, leadership, and stakeholder management skillsExperience in SaaS or high-growth B2B technology companiesBackground in customer journey mapping and VOC programsAbility to think strategically and execute tacticallyExceptional communication and interpersonal skillsIn addition to our competitive salary and award-winning culture, we offer an excellent benefit package. We even offer our employees a day off to serve their community! Our company core values are our “CODE”: Crave Greatness, Own the Outcome, Deliver Awesome and Embrace Community.