Director, Customer Experience (CX) Operations

📋 Description

• Own CX operations backbone; set standards, workflows, and measurement systems.
• Align CX with revenue outcomes: retention, expansion, cross-sell.
• Drive initiatives from definition to completion; act pragmatically.
• First year focus: improve CX operations to boost efficiency, data, and revenue.

🎯 Requirements

• 5-10 years of CX/Customer Success/Revenue Ops leadership in B2B or SaaS.
• Design end-to-end operational workflows across people, process, data, and tech.
• Define/implement performance measurement with baselines, targets, and leadership reporting.
• Hands-on experience driving tech adoption; training design and usage tracking.
• Deep understanding of Salesforce data models, governance, and reporting.
• Experience developing CX quality metrics, capacity models, and performance systems.
• Proven track record improving data quality and governance.
• Ability to lead cross-functional initiatives across Sales, Product, Data, Marketing, and Ops.

🎁 Benefits

• Equal Opportunity Employer; inclusive hiring.
• Accommodations available on request.
• Accessible application process and support.
• Remote-friendly with flexible work arrangements.