Director of Customer Experience Operations
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Job Summary
Seeking a hands-on, builder-minded Director of Customer Experience Operations, the full-time remote position will manage the operational framework connecting various departments, ensuring effective execution of the 2027 operational plan while overseeing cross-functional initiatives and customer support systems.
Key responsibilities
- Own the portfolio of cross-functional CX initiatives, managing progress, risks, and change management
- Establish Support as the single point of contact for customer requests, implementing a streamlined ticketing and escalation process
- Collaborate with technical teams to develop and maintain the CX technology roadmap, ensuring data integrity and customer insights
Required qualifications
- 10+ years of operational leadership experience in Customer Experience, Customer Success, or related fields, preferably in B2B SaaS
- Proven track record of scaling global CX operations and working with C-level leaders
- Expertise in customer health scoring, churn analysis, and capacity planning
- Hands-on experience with CX technology such as ServiceNow and Salesforce
- Bachelor's degree or equivalent practical experience
Complete Job Description
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