Director of Customer Experience Operations - Austin, Texas Metropolitan Area
1 month ago

Job summary
We are seeking a Director of Customer Experience Operations to be a key contributor in the design, build, and scale of systems supporting our growing SaaS portfolio.
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Responsibilities
- Design and scale support workflows SLAs escalation models ,
- Omit optimization tooling Front JIRA Zendesk or alternatives improve bug intake quality engineering handoffs introduce automation lightweight QA where it genuinely helps support CX integration newly acquired products owned end-to-end VOC system channels tools improve signal quality classification deduplication prioritization establish regular VOC reporting product engineering leadership make customer feedback actionable not just loud partner closely product engineering prioritization signals support readiness new product launches acquisitions collaborate marketing customer communications releases later lower priority design lightweight community layer foundations solid what this role NOT no revenue renewal ownership enterprise account management touch onboarding ownership customer education product roadmap authority large team manage builder role empire-building one experience competencies years Support Ops CX Ops Customer Experience leadership SaaS building scaling support systems SLAs VOC programs strong systems process design instincts comfortable influencing Product Engineering formal authority experience low-touch high-volume SaaS environments familiarity tools Front JIRA Zendesk Notion Zapier HubSpot Amplitude exposure automation AI PLG environments success looks like standardized well-governed Support Operations high-signal VOC pipeline actually use improved efficiency clarity predictability across CX scalable CX operating model ready grow company why join passionate remote-first team problem solvers value clarity creativity real impact culture rooted collaboration humor shared success mean opportunity shape customer experience growing multi-product company flexibility autonomy work meaningful challenges day competitive salary benefits unlimited PTO
Job description
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