Director of Strategy and Operations, Customer Experience

Summary

Join CaptivateIQ as their Director of Strategy and Operations, Customer Experience! This senior leadership role reports to the SVP of Customer Experience and focuses on shaping and executing the customer experience strategy. You will oversee the entire customer journey, ensuring operational excellence and continuous improvement. The position requires strong strategic thinking, customer advocacy, and experience managing complex operations. Responsibilities include strategic planning, analytics and insights, process improvement, and internal enablement and training. CaptivateIQ offers a competitive compensation package and benefits.

Requirements

• 7+ years of experience in customer success, operations, or strategy, with at least 5+ years in a leadership role within a SaaS company
• Proven ability to lead and inspire teams, drive change, and deliver results
• Strong strategic and analytical skills, with the ability to translate data into actionable insights
• Deep understanding of customer needs and a commitment to delivering exceptional experiences
• Strong track record of communicating effectively with internal and external stakeholders to align on goals and priorities
• Excellent verbal and written communication skills, with the ability to influence and engage stakeholders at all levels
• Demonstrated experience in managing complex projects and initiatives
• Proficiency in customer experience management tools, CRM systems, and data analytics platforms

Responsibilities

• Collaborate with SVP, CX to develop and implement a comprehensive customer experience strategy aligned with the company’s business objectives
• Partner with leadership to design and deliver CX team’s quarterly and annual OKRs
• Create a repeatable framework to ensure consistency in execution of strategic projects and initiatives
• Work closely with Marketing, Sales, EPD, and other departments to ensure a cohesive approach to company and departmental strategic projects
• Define gold standards for CX KPI tracking and implement a dashboard system to ensure appropriate levels of visibility across all levels of the organization
• Utilize data-driven insights to inform strategic decisions and improve customer experience
• Conduct an audit of the CX tech stack and recommend improvements to the systems infrastructure
• Ensure that technology solutions are effectively integrated and consistently utilized across the customer experience team
• Identify and optimize key touchpoints in the customer journey to enhance the overall experience and drive customer value
• Develop and implement standardized methodologies to ensure consistency in customer engagements, problem resolution, and success planning
• Lead process refinement initiatives to align customer interactions with business objectives, maximizing efficiency and impact
• Collaborate cross-functionally to ensure seamless integration of customer processes across teams, enhancing end-to-end journey consistency
• Own the internal enablement team responsible for onboarding, ongoing training, and professional development of CX employees
• Develop and implement product training programs to ensure the CX team is well-versed in CaptivateIQ’s offerings
• Drive soft skills enablement programs focused on customer engagement strategies
• Collaborate with cross-functional teams to keep training content up-to-date and relevant

Benefits

• (US-ONLY) 100% of medical, dental, and vision covered including 75% for dependents
• Flexible vacation days and quarterly mental health days so you can recharge
• Enjoy a one-time expense on your 1-year work anniversary (to use for travel, home furnishings, fancy meal)
• One time work from home stipend & annual stipends for professional development and caretaking
• Virtual team lunches to keep you connected
• (US-ONLY) 401k plan to participate in and save towards the future
• Newest Apple products to help you do your best work
• Employee Resource Groups (ERGs) to support and celebrate the shared identities and life experiences of communities within CaptivateIQ. ERGs directly support our company-wide DEI goals as a space for developing and retaining diverse talent
• Equity awards (a new hire grant, along with opportunities for additional awards throughout your tenure)
• Competitive health and wellness benefits
• A commitment to career growth and development