Director, Customer Experience (CX) Operations

UPSTACK

5d • $150,000 - $165,000

About The Position

The Director, Customer Experience (CX) Operations will own the operational backbone of UPSTACK’s customer experience function. You’ll build and enforce the standards, workflows, and measurement systems that make CX delivery consistent, scalable, and measurable across teams that come from different firms with different habits. You sit at the intersection of two accountabilities: revenue outcomes (retention, expansion, cross-sell) and operational standards (quality frameworks, data governance, platform adoption). Your job is to make sure the operating system under CX is continually improving and enabling the people doing advisory and support work to focus on customer needs instead of internal administration & process. This is a hands-on operational role. You’ll scope and drive initiatives from definition through completion, move fast when the path is clear, and make pragmatic calls when it’s not. The right person for this role is energized by building systems that change behavior and enable consistent quality and customer value at scale. In your first year, your focus will be on fundamentally improving how Customer Experience operates to increase efficiency, strengthen our data foundation, and drive measurable revenue impact.

Requirements

• 5-10 years of proven experience building and operationalizing Customer Experience (CX), Customer Success, or Revenue Operations functions in B2B or SaaS environments.
• Demonstrated ability to design and implement end-to-end operational workflows across people, process, data, and technology.
• Strong experience defining and implementing performance measurement frameworks, including establishing baselines, targets, and reporting used by leadership.
• Hands-on experience driving technology adoption and embedding tools into daily workflows, including training design and usage tracking.
• Deep understanding of Salesforce data models, governance, and reporting, with experience working across multiple integrated platforms.
• Experience developing CX quality metrics, capacity models, and performance management systems.
• Track record of improving data quality and instituting governance and accountability mechanisms for data capture and process adherence.
• Ability to lead cross-functional initiatives and manage dependencies across teams such as Sales, Product & Data, Marketing, and Operations without direct authority.
• Strong analytical and quantitative skills, including dashboard creation, KPI definition, and performance analysis.
• Excellent written and verbal communication skills, with the ability to translate complex operational concepts into clear, actionable guidance.
• Demonstrated ability to drive measurable behavioral change—not just implement systems or processes.
• Ability to operate effectively in ambiguous, fast-paced, or high-growth environments while balancing strategic planning and tactical execution.

Nice To Haves

• Experience standardizing CX or revenue operations across organizations that have grown through acquisition or multiple legacy systems.
• Experience building onboarding, enablement programs, and continuous training frameworks tied to playbooks, tools, and quality standards.
• Familiarity with AI-augmented operations, including defining use cases, enabling structured data capture, and partnering on pilot implementations.
• Experience supporting or enabling attribution models through high-quality data capture and outcome tracking (even if not owning attribution directly).
• Proven experience building infrastructure for expansion and cross-sell motions (e.g., account scoring, trigger-based workflows, CX-to-Sales handoffs).
• Experience designing and implementing cross-functional operating models, including pre-sales to post-sales handoffs with measurable quality standards.
• Background working in environments where CX is directly tied to revenue growth, retention, and expansion (not solely support or service optimization).
• Experience working across multiple CX and revenue tech platforms (e.g., Salesforce, Gong, customer portals, AI tools), demonstrating strong systems thinking beyond a single platform.
• Experience contributing to or supporting change management initiatives in post-acquisition or high-growth environment.

Responsibilities

• Own the definition, implementation, and ongoing management of the quality metrics that prove CX value: customer engagement scoring, account health indicators, renewal rate tracking, and CSAT measurement. Establish baselines, set targets, and build the reporting infrastructure that makes quality visible to leadership and actionable for frontline teams.
• Design and operationalize four core quality metrics across all CX segments (strategic, key, growth).
• Build role-specific dashboards that connect daily work to quality outcomes.
• Partner with the data team to ensure CX metric definitions are governed and consistent with the company’s semantic layer.
• Own the feedback loop: surface insights from quality data, drive corrective action, measure results.
• Build a capacity model tied to defensible input variables (account complexity, lifecycle stage, expansion potential) that informs headcount planning and account allocation decisions.
• Drive adoption of CX technology platforms (Lumopath, Salesforce, UPSTACK Portal, IRIS AI) across CX teams. The challenge is change management in a post-acquisition environment where teams have entrenched habits. Tools only create value when they’re embedded in daily workflows, not running alongside them.
• Own the rollout and adoption of Lumopath as the primary CX operations platform, including role-specific validation, training, and workflow embedding.
• Drive on-system transaction rates toward the 50%+ target by identifying and eliminating the workarounds and manual processes that keep work off-platform.
• Manage CX-side Salesforce data quality, including both monitoring systems and the accountability mechanisms that make data entry discipline a performance expectation for CSMs and SDMs.
• Build the change management playbook for CX technology rollouts: demonstrate value early, track adoption with metrics, hold teams accountable through managers.
• Establish and maintain the standard operating procedures, playbooks, and workflows that define how CX delivers service. Build the operational layer for CX-driven expansion revenue.
• Lead the CX Playbooks V2.0 effort: inventory existing artifacts, identify gaps, publish updated playbooks with clear governance and update cadences.
• Define and enforce handoff standards between pre-sales and post-sales, with documented triggers, receiving owners, and quality criteria.
• Build the operational infrastructure for expansion: account scoring criteria, trigger-based alert systems, and structured workflows that surface the right accounts at the right time.
• Define and document the CX-to-Sales handoff protocol for expansion opportunities, including ownership rules, SLA expectations, and attribution mechanics.
• Develop playbooks and decision frameworks that enable consistent execution of the expansion motion across the CSM team.
• Track and report on expansion pipeline, conversion rates, and cycle times with enough granularity to diagnose where the motion works and where it stalls.
• Own process adherence monitoring and proactively address gaps before they become customer-facing problems.
• Represent CX in Gateway prioritization decisions, ensuring CX needs are scoped and surfaced alongside competing priorities.
• Partner with the data engineering team on CX data domain reviews, quality remediation, and reporting infrastructure.
• Work with Sales Enablement to integrate CX artifacts into sales playbooks and ensure knowledge transfer between functions.
• Coordinate with Product on Portal enhancements, Lumopath feature requirements, and CX-facing tool improvements.
• Advocate for CX tooling and infrastructure needs in cross-functional planning, grounded in quantified impact on capacity and revenue.
• Hire and manage CX Enablement resources as required.
• Contribute to training materials, onboarding programs, and enablement assets aligned to CX playbooks and quality standards.
• Establish structured feedback mechanisms to surface frontline insights and continuously refine operations.
• Support AI-augmentation readiness by ensuring CX data capture is structured, consistent, and suitable for AI-enabled use cases.

Benefits

• UPSTACK focuses on providing a simple and transparent pay structure, which is based on a variety of factors, including location, experience, and job-related skills.

What This Job Offers

• Job Type: Full-time
• Career Level: Director