Director, Digital Customer Experience Strategy & Operations

Onetrust • Atlanta, GA

406d • $16,500 - $247,500

About The Position

The Director of Digital Customer Experience Strategy & Operations at OneTrust is responsible for leading a team that enhances the effectiveness, efficiency, and consistency of the customer success delivery model. This role focuses on developing and managing digital content to empower customers, ensuring they realize the full value of OneTrust's platform. The director will collaborate with Customer Experience leadership to define strategies, streamline processes, and drive continuous improvement throughout the customer journey.

Requirements

• 7+ years of senior leadership experience in business operations with a focus on technology solutions.
• 4+ years of experience in analyzing and delivering business insights related to Customer Success.
• Demonstrated expertise in developing customer success standards and process improvements.
• Strong people leadership skills with a focus on customer relationship management and continuous improvement.
• Experience in change management and problem resolution in a dynamic environment.

Nice To Haves

• Experience in a SaaS model and understanding of related tools and services.
• Familiarity with customer success metrics and KPIs.

Responsibilities

• Lead a team to improve the effectiveness and efficiency of the Global Customer Success organization.
• Develop playbooks and automation to support customers across all tiers.
• Define processes to plan, prioritize, execute, and measure the success of digital initiatives.
• Maintain an understanding of OneTrust's product strategy and value proposition.
• Establish methods to gather customer input and drive continuous improvement based on data.
• Consolidate and present data on customer cancellation and churn to identify areas for improvement.
• Accountable for Customer Experience Operations, focusing on systems, tools, data, and analytics.
• Conduct analysis and report on KPIs to leadership regarding Digital Customer Experience performance.
• Work closely with CX leaders to ensure effective communication and alignment across teams.

Benefits

• Stock options
• Paid parental leave
• Paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Education Level: No Education Listed