Director, Customer Experience Operations

Acara • Boston, MA

7d • Hybrid

About The Position

As the Director, Customer Experience (CX) Operations, you will be responsible for establishing, scaling, and driving the operational systems, programs, and governance structures that enable the client to deliver consistent, high-quality customer experiences. As the client expands into new customer types, product areas, partners, and geographies, we need disciplined cross-functional coordination and strategic program leadership to ensure our internal teams absorb our growing complexity—not our customers. This leader will bring rigor, predictability, and transparency to how we plan, execute, and measure CX initiatives. You will ensure the organization has effective mechanisms to manage dependencies, track outcomes, reinforce accountability, optimize processes, and align execution to shared goals. You will also serve as the operational backbone for CX governance, enabling teams across the client to make customer-informed, data-driven decisions. Reporting to the Senior Director, Customer Experience, this is a high-visibility role within Customer Success Operations — a critical force in operationalizing our customer experience blueprint across the company. You'll join a team of high-impact leaders shaping what world-class CX execution looks like at the client.

Requirements

• Bachelor's Degree
• Minimum of 8 years of experience in program management, operations, customer experience, or management consulting.

Nice To Haves

• A strong track record driving complex cross-functional initiatives.
• Demonstrated ability to build governance systems, operating rhythms, and accountability structures that guide organizational execution.
• Strong program management capabilities, including dependency mapping, risk management, structured communication, and disciplined execution.
• Highly data-driven, with experience translating metrics into operational insights and actions.
• Strong communication and stakeholder management skills; confident working across teams and at all levels of the organization.
• Experience in SaaS, technology, or fast-paced growth environments.
• Passion for the hospitality industry and helping restaurants, retailers, hotels, and venues thrive with technology.
• Collaborative customer-first team player committed to building a world-class, customer-obsessed organization.

Responsibilities

• Lead end-to-end program management for the CX portfolio, ensuring clarity of scope, milestones, owners, interdependencies, and risks.
• Establish a systemic, repeatable operating model for managing cross-functional CX programs, including planning cycles, interlock routines, reporting standards, and decision-making frameworks.
• Drive execution excellence by coordinating across Product, Engineering, Operations, Support, Marketing, and Go-to-Market teams to ensure commitments are met and blockers are addressed proactively.
• Create mechanisms to monitor progress, escalate issues, and maintain organizational accountability to timelines and deliverables.
• Own OKR development, alignment, and tracking across Customer Experience.
• Foster a customer-centric culture by aligning employees around shared rituals, the client's Customer Promise & Principles, customer storytelling, and recognition programs.
• Build and deliver a comprehensive CX communication plan, including progress updates, program milestones, and key learnings that reinforce focus and momentum.
• Partner with the People team to embed customer-centric behaviors into incentives and new hire training.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees