Director, Customer Experience Operations

Director, Customer Experience Operations
Customer Experience | Remote | Full-Time | Exempt

Position Summary

We are seeking a Director of Customer Experience Operations to serve as the operational backbone of a growing Customer Experience (CX) organization. Reporting directly to the Chief Customer Officer, this individual will partner across Customer Success, Customer Support, Professional Services, Customer Enablement, and related CX functions to build the infrastructure, systems, and operational discipline needed to scale effectively and deliver an exceptional customer experience.

This is a highly visible build role ideal for a hands-on operator who thrives in fast-paced, evolving environments. The right candidate will bring deep experience designing and implementing scalable CX processes within a B2B SaaS organization and possess strong change management capabilities to drive adoption across multiple teams.

The role is heavily operational in nature, with a primary focus on standing up systems, standardizing workflows, improving reporting visibility, and creating scalable operational foundations. Experience working in healthcare, behavioral health, or another compliance-sensitive environment is strongly preferred.

What You’ll Do

CX Infrastructure & Tooling

• Lead implementation and optimization of Customer Success and CX operational platforms
• Define business requirements, workflows, system standards, and adoption strategies
• Partner cross-functionally with IT, Revenue Operations, and functional leadership on scalable technology solutions
• Establish operational standards for system usage, workflow consistency, and customer lifecycle management
• Manage vendor relationships, including QBRs, SLAs, and ongoing performance reviews

Process Design & Continuous Improvement

• Design, document, and improve scalable operating procedures across the customer lifecycle
• Build workflows supporting onboarding, adoption, escalations, renewals, and offboarding
• Identify operational gaps and drive continuous improvement initiatives
• Facilitate process alignment across multiple CX teams and functions
• Lead change management efforts and drive adoption of new tools and processes

Planning, Reporting & Operational Execution

• Support CX leadership with operational planning, business reviews, and department-wide initiatives
• Build and manage KPI and OKR frameworks across the CX organization
• Develop dashboards and reporting focused on customer health, operational performance, and workflow visibility
• Analyze trends across customer systems and operational data to identify improvement opportunities

Cross-Functional Leadership

• Serve as a key operational partner across Customer Success, Support, Professional Services, Product, Sales, Finance, and Operations
• Improve customer lifecycle handoffs, escalation paths, and cross-functional collaboration
• Help create alignment between customer-facing teams and broader business objectives

Team Leadership

• Hire, onboard, and develop a CX Analyst
• Foster a culture of accountability, clarity, continuous improvement, and customer-centric thinking

What Success Looks Like

• Successfully implements and drives adoption of a Customer Success Platform within the first year
• Establishes scalable CX operating procedures and lifecycle workflows
• Creates clear KPI/OKR visibility and operational reporting for executive leadership
• Builds strong operational alignment across all customer-facing functions
• Develops a scalable two-person CX Operations function
• Becomes a trusted operational partner to executive and functional leadership teams

Qualifications

Required

• 8–10+ years of experience in Customer Success Operations, CX Operations, or Business Operations within a B2B SaaS environment
• Proven experience building and implementing operational processes from the ground up
• Hands-on experience leading CRM, CSP, or support platform implementations
• Strong operational process design and workflow optimization experience
• Demonstrated success driving cross-functional change management and process adoption
• Strong analytical and reporting capabilities with experience building operational dashboards and KPI frameworks
• Excellent communication and executive presentation skills
• Comfortable operating in ambiguity and building scalable infrastructure in evolving organizations

Preferred

• Experience with platforms such as Gainsight, Totango, ChurnZero, Zendesk, Salesforce, or similar tools
• Experience within healthcare, behavioral health, healthcare technology, or other regulated industries
• Familiarity with Professional Services Automation (PSA) tools
• Lean, Six Sigma, or similar operational/process improvement methodology experience
• Experience supporting executive-level CX leadership

Education

• Bachelor’s degree in Business, Operations, or related field required

About the Opportunity

This is an opportunity to join a mission-driven, high-growth SaaS organization serving healthcare and behavioral health providers nationwide. The organization is investing heavily in building a world-class Customer Experience function that combines operational rigor with strong partnership, empathy, and customer trust.

The Director of Customer Experience Operations will play a critical role in shaping the operational foundation and long-term scalability of the CX organization.