Director of Strategy and Operations, Customer Experience

hace 3 días


San Fernando del Valle de Catamarca, Catamarca, Argentina CaptivateIQ A tiempo completo
About the Role

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.
Requirements
  • 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.
What We Offer
  • 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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