Lead a team of operators to draw insights from rigorous analyses, develop informed recommendations, and then drive implementation on the most critical opportunities and challenges
Apply thought leadership, analytical skills and business judgment to help senior leadership define strategic priorities, deliver operational excellence and foster innovation and growth
Partner with the CX leadership team to align on targets across financial and operational metrics and developing annual operating roadmaps
Drive large-scale strategic projects that directly impact key growth initiatives
Own key business operating rhythms that drive performance and accountability, including OKRs, MBRs, etc.
Oversee the technology stack across CX, executing day-to-day management, driving change management, and evaluating new tools
Manage process improvement efforts to constantly identify and execute on opportunities for efficiency, productivity and profitability
Serve as a credible and reliable executive advisor, enabling data-driven decision-making with end-to-end context and strategic alignment

7+ years of relevant work experience in high-velocity SaaS partnering with VP+ leaders
Deep expertise in post-sales operations (planning, initiatives, processes, operating rhythm, KPIs)
Strong balance of strategic vision and executional grit—able to roll up sleeves, deliver immediate impact, and build long-term momentum
Fast learner who thrives in ambiguity, adapts quickly, and maintains resilience under pressure
Demonstrated people leadership: building, coaching, and inspiring high-performing teams
Strong influencing and communication skills, with a track record of driving consensus across complex stakeholder groups
Required: Salesforce, Intercom, PlanHat, Excel (or equivalent tools)
Preferred: SQL, Tableau, AI/ML tools and frameworks

Director of Customer Experience – Operations

Key skills