Director of Customer Experience (CX) Operations

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About the Opportunity

The organization is seeking a Director of Customer Experience (CX) Operations to build the repeatable, predictable, scalable engine behind the Customer Journey. In this role, the individual will contribute to accelerated growth by supporting the Customer Success, Professional Services, and Support teams in their day-to-day operations, as well as leading strategic cross-functional projects.

As a member of the RevOps leadership team, this role will lead a team that is constantly hunting for opportunities across the business and tenaciously driving for excellence, efficiency, and impact. The individual will proactively identify, analyze, prioritize, and execute on opportunities for optimization, innovation, and growth.

Key Responsibilities

• Lead a team of operators to draw insights from rigorous analyses, develop informed recommendations, and then drive implementation on the most critical opportunities and challenges.
• Apply thought leadership, analytical skills, and business judgment to help senior leadership define strategic priorities, deliver operational excellence, and foster innovation and growth.
• Partner with the CX leadership team to align on targets across financial and operational metrics and develop annual operating roadmaps.
• Drive large-scale strategic projects that directly impact key growth initiatives.
• Own key business operating rhythms that drive performance and accountability, including OKRs, MBRs, etc.
• Oversee the technology stack across CX, executing day-to-day management, driving change management, and evaluating new tools.
• Manage process improvement efforts to constantly identify and execute on opportunities for efficiency, productivity, and profitability.
• Serve as a credible and reliable executive advisor, enabling data-driven decision-making with end-to-end context and strategic alignment.

Required Qualifications

• 7+ years of relevant work experience in high-velocity SaaS partnering with VP+ leaders.
• Deep expertise in post-sales operations (planning, initiatives, processes, operating rhythm, KPIs).
• Strong balance of strategic vision and executional grit—able to roll up sleeves, deliver immediate impact, and build long-term momentum.
• Fast learner who thrives in ambiguity, adapts quickly, and maintains resilience under pressure.
• Demonstrated people leadership: building, coaching, and inspiring high-performing teams.
• Strong influencing and communication skills, with a track record of driving consensus across complex stakeholder groups.
• Required: Salesforce, Intercom, PlanHat, Excel (or equivalent tools).
• Preferred: SQL, Tableau, AI/ML tools and frameworks.

Additional Information

The organization empowers more than 53,000 growing organizations to thrive by taking the work out of document workflow. The organization provides an all-in-one document workflow automation platform that helps fast scaling teams accelerate the ability to create, manage, and sign digital documents including proposals, quotes, contracts, and more.

The team is known for its work-life balance, kind co-workers, and creative virtual team-bonding events. Although team members are located across the globe, they stay connected with the help of technology and ensure that everyone on the team feels like a team. Team members work best when they are happy. Talent is retained by upholding values of integrity and transparency, and selling a product that changes the lives of customers.

Benefits include tremendous career growth opportunities, a competitive salary, health and commuter benefits, company-paid life & disability, 20+ PTO days, 401K and FSA plans, and a fun team to work with.

The annual OTE for this role is up to $250k.

The hiring company is an equal opportunity employer committed to building a diverse and inclusive team. The organization is committed to equal treatment of all employees without regard to race, national origin, religion, gender, age, sexual orientation, veteran status, physical or mental disability or other basis protected by law.