Director, Customer Experience

Were a team of builders adventurers and risk takers using technology to help people confidently explore the outdoors. Driven by our mission to awaken the adventurer inside everyone we build products that optimize every outdoor experience and inspire confidence to get out and go further.

Were a high-growth tech company. The pace is fast the work takes grit and ambiguity is part of the job. As the world changes around us we adapt - continuously evolving how we build prioritize and deliver.

Our business moves quickly and theres real opportunity to shape what we build next. Each of our verticals - Hunt Offroad Backcountry and Fish - is at a different stage of maturity which means the challenges you encounter and the impact you have will vary depending on where you sit and what the business needs most.

We operate with an experimentation mindset continually iterating and improving how we solve problems. We expect our people to use the latest tooling including AI thoughtfully and responsibly pairing human judgment with technology to increase quality speed and impact.

Our impact comes to life through the products we build in the stories of our customers and in our growing commitment to land stewardship and recreational access.

onX is seeking a Director Customer Experience to lead and evolve our 40-person Customer Experience (CX) organization into a world-class product differentiator as we scale our products. This role oversees all CX functions supporting delivery systems customer insights and self-service experiences and reports to the COO.

As an onX Director Customer Experience your essential job duties and responsibilities will include the following:

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

• 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.
• Bachelors 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
• A shared passion for and ability to demonstrate onXs Company Values.
• Permanent US work authorization is a condition of employment with onX.
• Ability to travel quarterly or multiple days to a corporate office or other onX strategic location such as a Basecamp.

Though not required we would be thrilled to consider candidates with any of the following:

• 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
• Passion for outdoor recreation and familiarity with onX products

onX is a distributed company with more than 400 employees across the country. We come together regularly to work in person and stay connected through regional basecamps and a culture that balances individual ownership with deep collaboration.

While we move quickly were not a scrappy start-up. We operate with clear goals structure and frameworks that guide how we prioritize and execute. Priorities matter. While they may shift data shapes how we evolve as our business products and the world around us change.

Clear priorities and structure dont limit ownership - they make it possible. Youll have the autonomy to define your work and make meaningful decisions within clear strategic boundaries. Youll partner closely with others to solve complex problems and build solutions that scale across teams and platforms. Along the way youll be supported with feedback tools and opportunities to grow your craft as you take on new challenges.

This position is ideally based inMissoula Montana with a strong preference for candidates who reside in the area or are willing to relocate. Regular in-person collaboration is important for this role and onX offers relocation assistance to support a move to Missoula.

onX is committed to compensating all employees fairly and equitably for their contributions. Applicants can expect to make between $126000 to $171000 upon hire. The pay range will vary based on experience skills certifications and education among other factors as required in the job addition full-time onX employees are eligible for a grant of common share options with a vesting schedule and a potential annual bonus of 10% based on company performance.

• Competitive salaries annual bonuses equity and opportunities for growth
• Comprehensive health benefits including a no-monthly-cost medical plan
• Paid parental leave of 13 weeks for birthing parents and 5 weeks for non-birthing parents
• 401k matching at 100% for the first 3% you save and 50% from 3-5%
• Company-wide outdoor adventures and amazing outdoor industry perks
• Annual Get Out Get Active funds to fuel your active lifestyle
• Flexible time away package that includes PTO STO VTO and paid holidays

In this role success is driven by cognitive abilities such as concentration and problem-solving essential for our computer-centric tasks. onX will explore reasonable accommodations to ensure that individuals with diverse abilities can fully engage in and contribute to the essential physical and mental functions of the job. If you need assistance or accommodation please contact us at .

Position open until filled.

#LI-Remote

At onX we believe that unique perspectives make us stronger. By bringing together people with different experiences ideas and viewpoints we fuel innovation and move closer to our mission of awakening the adventurer in everyone. We are proud to be an equal opportunity employer and are committed to fairness not only in hiring but also in development compensation and promotion. Our goal is to build an inclusive community where every team member can show up authentically and thrive. Together we win as one team. Come join us!

onX Maps will never ask for credit card or SSN details during the initial application process. For your digital safety apply only through our legitimate website at directly via our LinkedIn page.

onX does not sell any Personal Information but we may transfer employment related records to our service providers or third parties that provide business services to onX or as required by law. For more information see our .

As part of our interview process your conversation may be recorded for documentation purposes to allow interviewers to focus fully on the discussion. Recordings are confidential and accessible only to authorized personnel. Please note onX respects all applicable laws regarding recording consent and you will have an opportunity to opt-out if preferred.