Director, Customer Experience

Bound•Ames, IA

2d•Hybrid

About The Position

The Customer Experience Director is responsible for leading and scaling Bound’s customer experience and success from onboarding to support to data quality and long term success. This leader ensures that every school, district, and partner receives a consistent, high-quality experience that drives adoption, satisfaction, and long-term retention. This role blends strategic leadership with operational excellence. You’ll build systems, coach managers, and partner cross-functionally to ensure Bound delivers a world-class experience at scale.

Requirements

10+ years of experience in Customer Experience, Customer Success, Support, or Operations roles, with at least 5 years managing managers.
Experience leading multi-disciplinary teams (support, onboarding, operations, or data).
Strong operational mindset with a track record of building scalable processes.
Excellent communication, coaching, and cross-functional leadership skills.
Ability to balance strategic thinking with hands-on execution.
Demonstrated ability to make decisions and hold timelines under pressure, including when consensus isn’t available.

Nice To Haves

B2B SaaS experience in education, EdTech, or adjacent industries serving schools or government customers.
Experience with B2B2C customer models, where the customer is an institution and the end user is a different population.
Experience integrating AI or automation into a customer operations function.
Experience leading a function through seasonal demand cycles.
Familiarity with K-12 athletics, activities, or education-sector customers.

Responsibilities

Develop and execute the long-term vision for Customer Experience across onboarding, support, experience and data operations.
Lead, coach, and develop the Customer Support & Customer Success Manager, Customer Onboarding Manager, and Customer Data Manager.
Build a unified CX strategy that ensures consistency, quality, and efficiency across all customer touchpoints.
Partner with Product, Engineering, Sales, and Marketing to align customer insights with roadmap and go-to-market priorities.
Own CX KPIs, including onboarding timelines, support SLAs, customer satisfaction, retention, and data accuracy.
Ensure new customers experience a smooth, timely, and high-quality onboarding process.
Standardize onboarding workflows, templates, communications, and success metrics.
Support the Onboarding Manager in capacity planning, resource allocation, and continuous improvement.
Identify opportunities to automate or streamline onboarding steps to reduce time-to-value.
Oversee the Support Manager in delivering responsive, empathetic, and accurate support across all channels.
Maintain and improve SLAs, escalation paths, and documentation standards.
Implement quality assurance processes to ensure consistent support experiences.
Drive initiatives that reduce inbound volume through self-service, product improvements, and proactive communication.
Ensure the Data Manager and team maintain high standards for data accuracy, imports, integrations, and ongoing data health.
Partner with Product and Engineering to improve data tooling, automation, and error-prevention systems.
Oversee processes for school roster updates, data corrections, and large-scale data migrations.
Serve as the voice of the customer across the organization, providing insights that shape product and operational decisions.
Collaborate with Sales and Account Management to ensure smooth handoffs and consistent customer expectations.
Work with Marketing and Product to develop customer-facing resources, documentation, and communication strategies.
Partner closely with the AI & Automation function to identify automation opportunities, deploy AI-driven leverage across onboarding, support, and data operations, and measure what those investments actually deliver.
Build scalable processes, playbooks, and systems that support Bound’s growth.
Forecast team capacity and hiring needs as the customer base expands.
Implement tools and reporting that give visibility into team performance and customer health.
Lead continuous improvement initiatives across all CX functions.