Director of Strategy and Operations - Customer Experience

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

• 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.

• In collaboration with the Executive Assistant, manage and oversee day-to-day operations of the Customer Experience Leadership office.

• Work closely with Marketing, Sales, EPD, and other departments to ensure a cohesive approach to company and departmental strategic projects.

Analytics, Insights, and Systems

• Define gold standards for CX KPI tracking and implement a dashboard system to ensure appropriate levels of visibility across all levels of the organization.

• Monitor key performance indicators (KPIs) and provide regular reporting to senior leadership.

• 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.

• Evaluate, implement, and manage customer experience management tools and CRM systems.

Process & Methodology Improvement

• Identify opportunities for process improvements and implement best practices to enhance operational efficiency.

• Develop and standardize methodologies to ensure consistent and high-quality customer interactions.

• Lead continuous improvement initiatives to streamline operations and reduce costs.

Team Leadership

• Build, mentor, and lead a high-performing Operations & Strategy team.

• Foster a culture of collaboration, innovation, and continuous improvement.

• Provide coaching and development opportunities to team members.

Qualifications

• 10+ years of experience in strategy, operations, or consulting, with at least 5 years in a senior leadership role within a SaaS company, preferably in Customer Success Operations.

• 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)

• One time work from home stipend & annual stipends for professional development and caretaking 

• Virtual team lunches to keep you connected

• (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

Notice to Prospective Candidates:

• Only emails from @captivateiq.com should be trusted.

• We are aware of active recruitment scams using the CaptivateIQ name, in which individuals pose as our recruiters and post fake remote job openings and make fake job offers on the Internet. Please note, we will never do the following:

• Attempt to correspond with a candidate using a free web-based account, such as an email address that ends in @gmail.com, @yahoo.com, @hotmail.com, etc. 

• Make an offer of employment without conducting multiple rounds of interviews face-to-face using secure video-conferencing technology.

• Ask candidates to cash checks to buy equipment on behalf of CaptivateIQ.

• Ask candidates to make a payment in order to be considered for a position.

• Make early requests for candidates' personal information such as date of birth, passport details, credit card numbers, bank details and social security number, etc.

• Please note that we’ll only ask for more sensitive personal information in connection with background checks after an offer is made.

$170,000 - $238,000 a year

CaptivateIQ takes a market-based approach to pay, and the base salary range for this job posting shows the minimum and maximum target starting base salary across all US locations. The successful candidate’s starting base salary will be determined based on the candidate’s job-related skills, relevant experience, education, work location, market conditions, and other factors. This range may be modified in the future. Certain positions may be eligible for incentive compensation, equity, and other benefits.

CaptivateIQ participates in E-Verify, web-based system that allows enrolled employers to confirm the eligibility of their employees to work in the United States