Director, Customer Experience

onX • Minneapolis, MN

12h • $126,000 - $171,000 • Hybrid

About The Position

onX is seeking a Director, Customer Experience to lead and evolve our 40-person Customer Experience (CX) organization into a world-class product differentiator as we scale our products. This role oversees all CX functions, supporting delivery, systems, customer insights, and self-service experiences, and reports to the COO.

Requirements

• Minimum of eight (8) years of experience in customer experience, customer support, or customer operations roles, preferably in consumer technology or digital product companies.
• At least five (5) years of experience leading and developing teams in fast-paced, high-growth environments.
• Bachelor’s degree or equivalent professional experience.
• Experience building scalable customer support operations that balance human expertise with automation and AI-enabled workflows.
• Demonstrated experience integrating customer support data with broader business systems and analytics platforms.
• Experience partnering closely with Product Management and Engineering teams to influence product improvements and roadmap priorities.
• Broad experience with customer support platforms and CX technology ecosystems, including experience leading major system implementations or migrations.
• Strong analytical thinking and comfort working with customer data to identify trends, insights, and opportunities for improvement.
• Exceptional communication and relationship-building skills with the ability to influence cross-functional teams without direct authority.
• A strong curiosity for exploring new technologies, including AI
• A shared passion for and ability to demonstrate onX’s Company Values.
• Permanent US work authorization is a condition of employment with onX.
• Ability to travel quarterly or multiple days to a corporate office or other onX strategic location, such as a Basecamp.

Nice To Haves

• Experience leading CX transformation initiatives in high-growth consumer app or subscription businesses
• Experience integrating CX data with product usage or customer lifecycle data
• Experience working in companies serving customers with a wide range of technical familiarity
• Passion for outdoor recreation and familiarity with onX products

Responsibilities

• Lead CX Operations and Team Development: Own support delivery operations, including staffing models, queue management, performance metrics, and seasonal readiness. Develop leaders and team members across the CX organization, creating clear growth pathways and a strong operational culture.
• Drive CX Strategy and AI-Enabled Innovation: Develop and execute a CX strategy aligned with company priorities, investing in AI and automation to deliver exceptional “guide-alongside” support while improving customer satisfaction, retention, and operational efficiency. Own the selection and evolution of CX platforms and tools - evaluating new technologies, leading system migrations, and ensuring team culture and goals deploy those technologies in ways that drive continuously improving customer experiences.
• Embed Customer Insight Across the Business: Build strong partnerships with Product Management and Engineering to translate customer feedback into actionable product insights that shape roadmap priorities. Partner with Data and Engineering to integrate CX data with broader company systems, and ensure customer sentiment and contact trends surface emerging issues across the organization. Engage vertical and functional teams to contribute to a deeper shared understanding of onX customers and potential customers; champion CX insights company-wide to inform decisions around product investment, marketing, and customer engagement.

Benefits

• Competitive salaries
• annual bonuses
• equity
• opportunities for growth
• Comprehensive health benefits, including a no-monthly-cost medical plan
• Paid parental leave of 13 weeks for birthing parents and 5 weeks for non-birthing parents
• 401k matching at 100% for the first 3% you save and 50% from 3-5%
• Company-wide outdoor adventures and amazing outdoor industry perks
• Annual “Get Out, Get Active” funds to fuel your active lifestyle
• Flexible time away package that includes PTO, STO, VTO, and paid holidays

What This Job Offers

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