Director of Strategy and Operations, Customer Experience
hace 3 días
CaptivateIQ is seeking a seasoned professional to lead our Customer Experience organization as the Director of Strategy and Operations, Customer Experience. This senior leadership position will be responsible for overseeing the end-to-end customer journey, ensuring operational excellence, and driving continuous improvement initiatives.
Key Responsibilities- Strategic Planning: Collaborate with senior leadership to develop and implement a comprehensive customer experience strategy aligned with the company's business objectives.
- Analytics and Insights: Define gold standards for CX KPI tracking and implement a dashboard system to ensure appropriate levels of visibility across all levels of the organization.
- Process and Methodology Improvement: Identify opportunities for process improvements and implement best practices to enhance operational efficiency.
- Team Leadership: Build, mentor, and lead a high-performing Operations & Strategy team.
- 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.
- 100% of medical, dental, and vision coverage for employees and 75% for dependents.
- Flexible vacation days and quarterly mental health days.
- One-time expense on the 1-year work anniversary.
- One-time work from home stipend and annual stipends for professional development and caretaking.
- Virtual team lunches.
- 401k plan for employees.
- Newest Apple products for employees.
- Employee Resource Groups (ERGs) to support and celebrate the shared identities and life experiences of communities within CaptivateIQ.
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