Director, Customer Experience Operations

Paperless Parts•Boston, MA

5d•$163,000 - $220,000•Hybrid

About The Position

Paperless Parts is seeking a Director of Customer Experience Operations to build and scale the operational foundation supporting their Professional Services, Customer Success, Support, and Managed Services teams. This role will own the strategy, analytics, capacity planning, and technical stack that enable predictable growth and exceptional customer outcomes across delivery functions. The Director will act as the operational bridge between Sales, Finance, Product, and CX leadership, using strong analytical capabilities and execution-focused leadership to turn operational data into actionable strategies that drive capacity, customer retention, and functional consistency across the entire CX organization.

Requirements

Demonstrated track record scaling customer success, professional services, revenue, or business operations within a fast-growing B2B SaaS or technology environment.
Advanced expertise managing services forecasting, backlog analysis, utilization, and capacity modeling linked to sales forecasts.
Strong financial and analytical acumen with experience presenting operational metrics, risks, and strategic initiatives to executive teams.
Proven ability to influence and collaborate across Sales, Finance, and Product departments while driving accountability.
US Citizenship or Green Card Holder (due to US Export Control Laws).

Nice To Haves

Hands-on experience implementing, configuring, or optimizing enterprise tools like PSA, CSP, ServiceCloud, and other Customer Success or BI platforms.
Demonstrated success driving tool adoption and designing automated, standardized workflows for frontline teams using modern software and AI tools.

Responsibilities

Build and continuously refine scalable operating models, business rhythms, and execution consistency across all CX teams, leveraging AI to enhance process efficiency.
Lead workforce planning, utilization tracking, backlog management, and services forecasting by linking Sales pipelines to delivery capacity.
Own CX reporting across operational, delivery, and financial metrics, utilizing AI-driven tools to provide executive leadership with root-cause analysis and actionable recommendations.
Optimize and scale core technology platforms (PSA, CRM, Support systems) through AI automation, workflow integration, and rigorous data quality standards.
Serve as the strategic operating partner to Sales, Finance, Product, and Business Operations while driving alignment on company-wide priorities.
Lead through influence to establish process adherence and operational accountability across frontline CX teams.
Responsible for adherence to all security and privacy requirements, rules and regulations and implement as required.