Director, Customer First Experience Platforms

Okta

About The Position

Okta is The World’s Identity Company. We free everyone to safely use any technology, anywhere, on any device or app. Our flexible and neutral products, Okta Platform and Auth0 Platform, provide secure access, authentication, and automation, placing identity at the core of business security and growth. At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we’re looking for lifelong learners and people who can make us better with their unique experiences. Join our team! We’re building a world where Identity belongs to you. The Team The Director, Customer First Experience Platforms will lead and mentor a diverse team of professionals dedicated to enhancing the customer journey. This team partners closely with a wide range of cross-functional groups, including Digital Success, Support, Business Technology, AI Governance, Content, Operations, Digital Marketing, and Customer Acceleration Program teams. Together, they ensure all digital efforts are deeply aligned with business objectives, drive measurable customer impact, and uphold Okta's commitment to security and innovation. The Opportunity This is a strategic leadership position responsible for defining and executing the vision and roadmap for digital platforms within the Customer First organization. The Director will focus on improving key touchpoints across the customer journey—specifically within customer support, customer success, and community. A major focus of the role is driving the optimization of AI enhancements across digital properties (e.g., AI Agents, AI search) to deliver intuitive self-service and personalized success experiences.

Requirements

Deep understanding of digital platform strategy, development, management, and optimization, specifically for customer support, success, learning, and community engagement.
Knowledge of UX/UI design principles, particularly for AI-powered interactions.
AI Application & Learning Systems Knowledge: Proven ability to strategically apply and manage AI technologies (e.g., AI support agents, AI knowledge search) within customer-facing platforms..
Strong leadership skills to inspire, lead, mentor, and develop a diverse team of digital professionals. Experience in managing cross-functional teams and projects.
Cross-functional Influence & Collaboration: Excellent communication, negotiation, and interpersonal skills to build and maintain effective partnerships across Business Technology, Content, and Program teams, as well as other stakeholders.
Strong analytical skills to interpret complex platform performance data, AI agent metrics, and customer feedback (e.g., search queries, user surveys) to derive actionable insights and solve complex challenges.
A bachelor’s degree in Computer Science, Information Technology, Digital Media, Business Administration, or a related field is typically required. An advanced degree (e.g., MBA, Master's in Digital Media or IT, or specialization in AI/Data Science) is preferred.
Minimum of 10-15 years of progressive experience in digital platform management, with a track record of success in leading digital roles focused on customer experience and enablement.
Demonstrated experience in implementing and optimizing digital solutions for customer support, learning, and community engagement, including practical experience with AI applications.
Proven experience in defining and implementing strategy for customer-facing and operations-heavy teams with a focus on efficiencies at scale.

Responsibilities

Define a digital platform strategy for Global Customer Acceleration and Support platforms as well as the AI enhancements and Agentic experiences within each.
Identify and prioritize opportunities that leverage AI and other innovations to significantly improve customer outcomes, product adoption, and satisfaction.
Develop experiences that enable customers to achieve their larger goals, moving beyond point of need interactions to ongoing learning, engagement, self-help and empowerment.
Create digital interaction capabilities that foster customer loyalty, growth and advocacy in a modern and delightful user interface.
Collaborate closely with digital success, support, customer content, data, operations and technology teams to refine the experience, including AI model accuracy, enhance AI-driven personalization, and improve AI-powered customer interactions.
Lead, mentor, and develop a high-performing team that includes UX/UI Designers, Online Experience Architects, OX Specialists, Developers as well as AI Trainers/Analysts.
Drive the strategy, implementation, and continuous optimization of AI support agents to provide immediate, personalized, and effective customer assistance across digital channels.
Enhance self- help capabilities and unassisted customer support interactions to ensure customers' questions are answered in a professional, accurate and guided manner.
Ensure the Online Experiences are seamless and engaging digital journeys for customers, informed by qualitative and quantitative understanding of consumer journeys.
Foster a culture of customer-centricity, continuous learning, and innovation within the team.

Benefits

Amazing Benefits
Making Social Impact
Developing Talent and Fostering Connection + Community at Okta
Okta cultivates a dynamic work environment, providing the best tools, technology and benefits to empower our employees to work productively in a setting that best and uniquely suits their needs. Each organization is unique in the degree of flexibility and mobility in which they work so that all employees are enabled to be their most creative and successful versions of themselves, regardless of where they live. Find your place at Okta today! https://www.okta.com/company/careers/.

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