Senior Director of Customer Experience Operations

About The RoleThe company, a leader in digital accessibility, is hiring a Senior Director of Customer Experience (CX) Operations to build and lead a new operations team. This role will focus on driving efficiency, scalability, and excellence across service delivery, product support, and customer onboarding through optimized systems, data, and processes. Reporting to the Chief Customer Experience Officer and part of the CX leadership team, the director will manage both internal teams and global partners, supporting a global workforce of ~200 employees. The position is fully remote with occasional travel.

ResponsibilitiesStrategic Planning and Team BuildingDevelop an Operational Roadmap for the role, identifying priorities and executing initiatives to achieve long-term goals. Serve as the business champion and leader for introducing and executing internal AI solutions to all teams, with the intent of improving team productivity and quality of services offered. Build, mentor and lead a talented team of internal and external resources, fostering a culture of collaboration and accountability. Cultivate partnerships with other operating teams, including FP&A, Revenue Operations, and Marketing Operations, to ensure alignment and drive cross-functional success.

Drive the annual CX planning process in partnership with the Chief Customer Experience Officer and VP’s/Directors, including capacity modeling, resource management, budgeting, and OKR alignment. Customer Journey & Process OptimizationParticipate in cross-functional initiatives designed to improve customer touch-points and value across the customer journey. Serve as a leader for Cx Leadership Team in evaluating and introducing AI tools to the business; serve as a champion for promoting AI adoption across the entire business. Delivery / Service OperationsLead resource management, capacity planning, and forecasting to optimize service delivery. Oversee management of partner relationships to ensure alignment with organizational objectives.

Oversee the implementation and optimization of PSA (Professional Services Automation) systems and tools to streamline workflows. Implement standardized delivery methodologies and best practices to drive consistency and efficiency across customer engagements. Ensure operational readiness for new service offerings and customer onboarding processes. Product Support OperationsEstablish and refine operational processes to enhance product support efficiency and quality. Monitor support metrics and analytics to identify opportunities for improvement and ensure customer satisfaction. Collaborate with Product and Engineering teams to address customer feedback and improve support capabilities.

Participate in driving knowledge management strategies and self-service enablement to reduce support volume and enhance customer experience in partnership with training team. Customer Success OperationsDevelop and maintain scalable processes that drive customer retention and growth. Implement tools and systems to track and measure customer success metrics. Partner with Customer Success teams to ensure alignment between operational strategies and customer outcomes. Lead initiatives to improve customer health scoring models, segmentation strategies, and playbook automation in partnership with Revenue Operations and Enterprise IT Teams (Gainsight administrator) . Support customer QBR readiness and executive reporting through standardized CX dashboards and insights.

Requirements10-15+ years of experience in operations, customer experience, or related roles with a proven track record of building and leading teams. Experience and a proven track record of building and/or scaling global operations teams across post-sales functions. Background and experience introducing Artificial Intelligence (AI) solutions to business operations teams, monitoring usage & adoption, and measuring impact. Expertise in resource management, capacity planning, PSA systems, and operational strategy. Suite of tools include Certinia, JIRA, Zendesk, and Gainsight. Strong leadership, communication, and collaboration skills. Data-driven mindset with experience in using analytics to inform decision-making.

Nice-To-HaveAdvanced degree in Business, Operations, or a related field. Experience working in SaaS organizations, with strong preference for PE-backed companies. Note: “We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS. ”