Remote Senior Director of Customer Experience Operations

Summary

Join Instructure as the Senior Director of Customer Experience Operations and lead process, systems, and business intelligence strategy across four areas of our Customer Experience organization.

Requirements

• Minimum of 5 years as a Customer Success Operations Manager or similar Operations role
• 10+ years of Operations experience overall
• 7+ years of experience in Customer Success, Coaching, or Training
• Proven expertise in Customer Experience operations, business analysis, and program management
• Hands-on experience with Customer Relationship Management (CRM) tools and Success Tools (e.g., Gainsight, ChurnZero)
• Experience implementing and iterating upon Customer Success Platforms
• Extensive experience leading Operations teams, including employee management
• Strong passion for driving growth through technology, process, and innovation
• Proven ability to manage relationships with senior and executive stakeholders
• Ability to partner with leadership in Product, Revenue, and Marketing to drive growth
• Strong understanding of customer success methodologies and best practices
• Experience with programmatic execution in customer success
• Strong understanding of renewal operations and methodologies and best practices
• Understanding of Renewals forecasting and long range planning
• Ability to manage complex projects and execute customer experience initiatives
• Experience in programmatic execution and program management
• Strong communication skills, especially with executive-level stakeholders
• Proven experience in presenting reports and data insights
• Outstanding networking and relationship management skills
• Ability to work independently and collaboratively in a fast-paced environment
• Proven ability to partner across departments and functions
• Excellent problem-solving skills
• Ability to proactively address challenges and adapt in a fast-paced environment
• Commitment to continuous improvement and innovation in processes and customer success practices

Responsibilities

• Leading the CX Ops team through planning, hiring, and developing new hires into expert CX Ops professionals
• Foster a culture of growth and innovation across the CX Operations team
• Oversee tool and system needs for the CX team, including business requirements, vendor demos, implementation, and ongoing maintenance
• Drive forward the Customer Experience Organization’s vision through strategic partnership and alignment with CX leadership and cross-functional partners
• Partnering with teams in Enablement, Engineering, GTM Systems, Product, Marketing, Revenue Strategy, Sales, BI, and Finance for CX project intake, prioritization, and handoffs
• Representing Customer Experience in enhancement requests and product roadmap influence
• Maintaining strong relationships with senior and executive stakeholders for cohesive execution of CX strategies
• Partnering with teams for forecasting processes, performance tracking, and weekly forecasting rhythm
• Oversee strategic CX initiatives, business process transformation, and execution of standard operating procedures (SOPs) for CSMs
• Manage the rollout and expansion of the Customer Success Platform (CSP) and Customer Community platform
• Oversee internal tools for system & process monitoring, product usage, and customer communication
• Manage CSM, Renewals, Services coverage models and compensation plans
• Ensure smooth renewal, upsell, and cross-sell processes, and support regional CX leadership in renewals, retention, and expansion efforts
• Monitor customer health, internal staffing ratios, and retention for forecasting models
• Monitoring customer health, engagement, and retention to inform forecasts
• Aggregating and analyzing customer survey data
• Tracking and measuring the impact of enablement programs and operational initiatives
• Reporting on and identifying trends in customer and product analytics

Benefits

• 401k with company match
• HSA program, vision, voluntary life, and AD&D
• Tuition reimbursement
• Lifestyle Spending Account
• Paid time off, 11 paid holidays, and flexible work schedules
• Motivosity - employee recognition program