Director, Customer Experience

Responsibilities

Lead CX Operations and Team Development

• Own support delivery operations, including staffing models, queue management, performance metrics, and seasonal readiness
• Develop leaders and team members across the CX organization, creating clear growth pathways and a strong operational culture

Drive CX Strategy and AI-Enabled Innovation

• Develop and execute a CX strategy aligned with company priorities, investing in AI and automation to deliver exceptional "guide-alongside" support while improving customer satisfaction, retention, and operational efficiency
• Own the selection and evolution of CX platforms and tools - evaluating new technologies, leading system migrations, and ensuring team culture and goals deploy those technologies in ways that drive continuously improving customer experiences

Embed Customer Insight Across the Business

• Build strong partnerships with Product Management and Engineering to translate customer feedback into actionable product insights that shape roadmap priorities
• Partner with Data and Engineering to integrate CX data with broader company systems, and ensure customer sentiment and contact trends surface emerging issues across the organization
• Engage vertical and functional teams to contribute to a deeper shared understanding of onX customers and potential customers; champion CX insights company-wide to inform decisions around product investment, marketing, and customer engagement

Requirements

• Minimum of eight (8) years of experience in customer experience, customer support, or customer operations roles, preferably in consumer technology or digital product companies
• At least five (5) years of experience leading and developing teams in fast-paced, high-growth environments
• Bachelor's degree or equivalent professional experience
• Experience building scalable customer support operations that balance human expertise with automation and AI-enabled workflows
• Demonstrated experience integrating customer support data with broader business systems and analytics platforms
• Experience partnering closely with Product Management and Engineering teams to influence product improvements and roadmap priorities
• Broad experience with customer support platforms and CX technology ecosystems, including experience leading major system implementations or migrations
• Strong analytical thinking and comfort working with customer data to identify trends, insights, and opportunities for improvement
• Exceptional communication and relationship-building skills with the ability to influence cross-functional teams without direct authority
• A strong curiosity for exploring new technologies, including AI

Added Bonuses

• Experience leading CX transformation initiatives in high-growth consumer app or subscription businesses
• Experience integrating CX data with product usage or customer lifecycle data
• Experience working in companies serving customers with a wide range of technical familiarity

Compensation

• Base salary: $126,000 - $157,000
• Equity grant with vesting schedule
• Potential annual bonus of 10% based on company performance