Director of CX Operations
Director of CX Operations
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Salary Not Disclosed
1 Vacancy
Job Description
The Director of CX Operations plays a pivotal role in optimizing and scaling Customer Experience (CX) initiatives through strategic planning process improvement data governance and technology enablement. This leader will collaborate cross-functionally to ensure the CX organization has the structure tools and insights needed to deliver exceptional customer outcomes. The role will support global operations.
Key Responsibilities:
- Strategic Planning & Roadmapping (10%):Define and execute quarterly and annual CX Operations roadmaps aligned with the broader CX leadership strategy.
- Operational Execution & Agile Management (10%):Lead day-to-day operations to ensure high-impact deliverables are prioritized executed and adapted to changing organizational needs
- Process & Technology Enablement (10%): Oversee the CX tech stack and ensure tools and systems effectively support streamlined operations and improved customer satisfaction.
- Stakeholder Engagement (10%): Build and maintain strategic relationships with internal and external partners to uphold the requirements of the CX organization.
- Cross-Functional Strategic Support (25%): Serve as a key stakeholder in company-wide initiatives (e.g. new product releases) ensuring CX readiness and coordination.
- Team Leadership & Development (20%): Coach and manage a team of operations analysts and trainers to ensure process adherence high-quality output and professional growth.
- Data-Driven Insight & Reporting (15%): Partner with the VP of CX to deliver reporting and insights that guide business decisions and support revenue retention and growth.
Required Qualifications:
- Education: Bachelors degree or equivalent experience
- Experience:
- 35 years in CX operations project management or strategic operations roles
- 2 years in a people management capacity
- Proven track record in SaaS organizations preferred
- Demonstrated experience preparing and presenting operational insights to executive stakeholders including board-level reporting QBRs and strategic planning sessions
- Expertise In:
- Process design and documentation
- Strategic reporting and decision support
- CRM and analytics tools (e.g. JIRA Salesforce)
- Cross-functional collaboration with Commercial Product and Engineering teams
- Skills:
- Advanced communication and decision-making capabilities
- Strong stakeholder management and change leadership
- Ability to work independently in a fast-paced evolving environment
- Strong analytical skills with expertise in forecasting health scoring and predictive modeling
- Experience designing and scaling operations for segmented customer bases (e.g. SMB mid-market enterprise) and/or global teams
Preferred Qualifications:
- Experience in Customer Success Client Support or Implementation
- Familiarity with customer experience platforms like ChurnZero or Gainsight
- Working knowledge of French is a plus
Additional Information:
- Travel: 510% including occasional international travel
- Direct Reports: 510 Analysts
For Individuals based in New York Illinois Colorado Washington and California Cision is required to disclose a salary range for this role. This compensation range is specific to these states however base pay may vary depending on a range of relevant factors.
Required Experience:
Director
Employment Type
Full Time
