CaptivateIQ is looking for a Director of Strategy and Operations, Customer Experience to lead one of the key departments within our Customer Experience organization. You’ll report to the SVP of Customer Experience and support the team focused on shaping and executing our customer experience strategy. This senior leadership position will be responsible for overseeing the end-to-end customer journey, ensuring operational excellence, and driving continuous improvement initiatives. The ideal candidate will have a strong strategic mindset, a passion for customer advocacy, and a proven track record in managing complex operations.
Strategic Planning 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.
Analytics, Insights, and Systems Responsibilities:
- 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
Process & Methodology Improvement Responsibilities:
- 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.
Internal Enablement & Training Responsibilities:
- 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.
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.
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)
- Annual stipends for professional development and caretaking
- (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
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