Remote Director of Strategy and Operations, Customer Experience

Summary

Join CaptivateIQ as the Director of Strategy and Operations, Customer Experience, reporting to the SVP of Customer Experience. You will lead a key department, shaping and executing customer experience strategy, overseeing the end-to-end customer journey, and driving continuous improvement. This senior leadership role requires strategic thinking, customer advocacy, and experience managing complex operations. Responsibilities include strategic planning, analytics and insights, process improvement, and team leadership. The ideal candidate will possess extensive experience in strategy, operations, or consulting within a SaaS company, strong analytical and communication skills, and proficiency in relevant tools and systems.

Requirements

• 10+ years of experience in strategy, operations, or consulting, with at least 5 years in a senior leadership role within a SaaS company, preferably in Customer Success Operations
• 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
• In collaboration with the Executive Assistant, manage and oversee day-to-day operations of the Customer Experience Leadership office
• 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
• Monitor key performance indicators (KPIs) and provide regular reporting to senior leadership
• 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
• Evaluate, implement, and manage customer experience management tools and CRM systems
• Identify opportunities for process improvements and implement best practices to enhance operational efficiency
• Develop and standardize methodologies to ensure consistent and high-quality customer interactions
• Lead continuous improvement initiatives to streamline operations and reduce costs
• Build, mentor, and lead a high-performing Operations & Strategy team
• Foster a culture of collaboration, innovation, and continuous improvement
• Provide coaching and development opportunities to team members

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