Design and implement core CX workflows across Customer Success, Services, and Support, including sales-to-services handoffs, estimation processes, and cross-functional operating models
Translate CX leadership direction into operational processes and system requirements, ensuring tools such as PlanHat, Salesforce, and Kantata support how teams are expected to work
Define system requirements and guide IT teams, system administrators, and vendors through implementation, ensuring solutions align with intended workflows and user experience
Define and improve forecasting, planning, and operating rhythms, including business reviews/performance cadences to drive decision-making/accountability
Own cross-functional initiatives and ambiguous operational problems end-to-end, including initiatives related to AI-driven insights and predictive workflows, from defining the approach through implementation
Ensure processes are effective in practice, refining workflows, systems, and handoffs to drive consistent execution and intended business outcomes
Work across CX leadership, IT, and external partners to drive alignment and implementation of processes and systems
Coordinate with enablement and operational teams to support rollout of new processes and systems

Bachelor’s degree required; MBA or equivalent preferred
12+ years of experience in operations (including services and customer success), consulting, business operations, or a related field
Proven experience designing and implementing business processes and workflows in a cross-functional environment
Experience working with business systems such as CRM (e.g., Salesforce), customer success platforms (e.g., PlanHat), or services/PSA tools (e.g., Kantata)
Demonstrated experience translating business needs into operational processes and system requirements, and guiding implementation through completion
Experience working with technical teams, IT, or external vendors to deliver system-enabled solutions
Strong problem-solving skills, with the ability to structure and execute on ambiguous requirements
Strong communication and collaboration skills, with the ability to work across leadership levels and functions
Ability to operate independently and drive work forward in a fast-paced, evolving environment

Health Coverage Choices: Three medical plan options, plus dental and vision, so you can choose what fits best. Employees on our HDHP plan also receive employer contribution to the HSA.
Retirement Savings: 401(k) with a 100% match on the first 3% and 50% on the next 2% of employee contributions.
Time Away: Flexible paid time off, 7 sick days, and 9 paid company holidays annually.
Family Support: Exceptional paid leave for birth parents, non-birth parents, and caregivers. Onit also offers surrogacy and adoption reimbursement.
Income Protection: 100% employer-paid life and disability insurance.
Additional Coverage Options: Voluntary benefits including hospital indemnity, critical illness, accident, and even pet insurance.
Tax-Advantaged Accounts: Healthcare FSA, HSA, and dependent care FSA.
Community Engagement: One paid volunteer day each year to give back to the community.

CX Operations Transformation Director

Key skills