Director of CX Operations

The Director of CX Operations plays a pivotal role in optimizing and scaling Customer Experience (CX) initiatives through strategic planning, process improvement, data governance, and technology enablement. This leader will collaborate cross-functionally to ensure the CX organization has the structure, tools, and insights needed to deliver exceptional customer outcomes. The role will support global operations.

Key Responsibilities:

• Strategic Planning & Roadmapping (10%): Define and execute quarterly and annual CX Operations roadmaps aligned with the broader CX leadership strategy.
• Operational Execution & Agile Management (10%): Lead day-to-day operations to ensure high-impact deliverables are prioritized, executed, and adapted to changing organizational needs
• Process & Technology Enablement (10%): Oversee the CX tech stack and ensure tools and systems effectively support streamlined operations and improved customer satisfaction.
• Stakeholder Engagement (10%): Build and maintain strategic relationships with internal and external partners to uphold the requirements of the CX organization.
• Cross-Functional Strategic Support (25%): Serve as a key stakeholder in company-wide initiatives (e.g., new product releases), ensuring CX readiness and coordination.
• Team Leadership & Development (20%): Coach and manage a team of operations analysts and trainers to ensure process adherence, high-quality output, and professional growth.
• Data-Driven Insight & Reporting (15%): Partner with the VP of CX to deliver reporting and insights that guide business decisions and support revenue retention and growth.

Required Qualifications:

• Education: Bachelor’s degree or equivalent experience
• Experience:
  • 3–5 years in CX operations, project management, or strategic operations roles
  • 2+ years in a people management capacity
  • Proven track record in SaaS organizations preferred
  • Demonstrated experience preparing and presenting operational insights to executive stakeholders, including board-level reporting, QBRs, and strategic planning sessions
• Expertise In:
  • Process design and documentation
  • Strategic reporting and decision support
  • CRM and analytics tools (e.g., JIRA, Salesforce)
  • Cross-functional collaboration with Commercial, Product, and Engineering teams
• Skills:
  • Advanced communication and decision-making capabilities
  • Strong stakeholder management and change leadership
  • Ability to work independently in a fast-paced, evolving environment
  • Strong analytical skills with expertise in forecasting, health scoring, and predictive modeling
  • Experience designing and scaling operations for segmented customer bases (e.g., SMB, mid-market, enterprise) and/or global teams

Preferred Qualifications:

• Experience in Customer Success, Client Support, or Implementation
• Familiarity with customer experience platforms like ChurnZero or Gainsight
• Working knowledge of French is a plus

Additional Information:

• Travel: 5–10%, including occasional international travel
• Direct Reports: 5–10 Analysts