Director Customer Experience Operations

Trimble Inc. • Lake Oswego, OR

1d

About The Position

The Director of Customer Experience Operations is a pivotal leadership role responsible for the strategy, execution and optimization of all operations functions within the Customer Experience (CX) organization, including Customer Success, Support and Onboarding/Professional Services. This role acts as a strategic leader on process, tools, systems, and performance across the CX org ensuring the team is equipped with the right insights and tactics to deliver exceptional customer outcomes at scale, drive retention and maximize customer lifetime value. You will play a critical role in supporting the AECO Chief Customer Officer and the CX Leadership team by driving alignment across the business. This role is both advisory and operational and requires strategic aptitude, analytical skills, and strong operational skills. You must be able to collaborate with global leaders across the organization to drive operational efficiencies, influence cross-collaboration efforts and unlock opportunities. This role will be critical in driving the organization’s performance and efficiency.

Requirements

• strategic aptitude
• analytical skills
• strong operational skills
• You must be able to collaborate with global leaders across the organization to drive operational efficiencies, influence cross-collaboration efforts and unlock opportunities.

Responsibilities

• CX Strategy & Roadmap: Partner with the CCO and CX leadership team to define the long-term CX Operations strategy, ensuring alignment with the company’s overall Go-to-Market (GTM) and revenue objectives.
• Process Optimization & Scalability: Oversee the continuous evaluation, standardization, and optimization of end-to-end customer lifecycle processes (onboarding, adoption, retention, renewal, and support) to drive efficiency and scalability.
• Cross-Functional Alignment: Act as the primary liaison between CX and key internal operational partners, including the Digital Transformation team, Sales Operations, Marketing Operations, Finance, and Product to ensure seamless data flow and process handoffs across the customer journey.
• Annual Planning: Lead the annual CX planning cycle, including capacity modeling, resource allocation, budgeting, ensuring Objectives and Key Results (OKR) alignment for the entire Customer Experience organization
• Metrics & KPIs: Establish and monitor key performance indicators (KPIs) for the CX organization, including but not limited to: Customer Health Score (CHS) Net Revenue Retention (NRR) and Gross Retention Rate (GRR) Net Promoter Score (NPS) and Customer Satisfaction (CSAT) Customer Lifetime Value (CLV) Time-to-Value (TTV) and Time-to-Resolution (TTR)
• Target Setting; Compensation Design and Administration: Establish incentive KPIs for target setting and utilizing those KPIs to design and administer a compensation program for all post sale incentive based roles (renewals, CSM, etc.). This includes formal plan design and administration for incentive based roles as well as SPIFs and other recognition programs for additional roles in the Customer Experience organization (e.g. support, etc.).
• Tech Stack Ownership: Own and manage the entire CX technology stack. This includes reducing tech debt and moving into unified processes and systems across the CX organization, including the Customer Success Platform (Gainsight), CRM (Salesforce), PSA (Kantata) and Customer Support systems (Service Cloud).
• Implementation & Optimization: Lead the selection, implementation, configuration, and ongoing governance of all CX systems and tools, ensuring they meet business requirements and drive user adoption.
• Automation: Identify and implement automation opportunities within CX workflows to reduce administrative burden on customer-facing teams and enhance overall operational efficiency.
• Data Strategy & Reporting: Define the data governance and reporting strategy for CX, ensuring data integrity and the delivery of reliable business intelligence.
• Insights & Action: Provide executive-level reporting on CX performance, identifying trends, risks, and opportunities to inform executive decision-making and drive proactive interventions to improve customer outcomes.
• Team Leadership: Build, mentor, and manage a high-performing CX Operations team, fostering a culture of innovation, accountability, and continuous improvement.
• Enablement Partnership: Collaborate with CX Enablement teams to support development and delivery of training on new systems, processes, and methodologies for all customer-facing roles.

Benefits

• Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans.
• Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed