Director of Customer Experience (CX)

Motorola Solutions•Austin, TX

19h•$145,000 - $165,000

About The Position

We are seeking a visionary and results-driven Director of Customer Experience (CX) to strategically own and elevate the end-to-end customer journey for our revolutionary S&HaaS (Service & Hardware as a Service) offerings. This is a senior leadership role where you will transform customer interactions from reactive support events into proactive, value-driven experiences. You will serve as the Chief Advocate for the Voice of the Customer (VoC), translating insights from our complex technical ecosystem into actionable strategies that drive product enhancement, operational efficiency, and sustainable customer loyalty and retention.

Requirements

8+ years of progressive experience in Customer Support or Customer Experience, with 4+ years in a senior leadership role within a high-growth retail, enterprise, or technical service environment.
Proven success managing support for complex hybrid (hardware/software) products or IoT/embedded systems, with a deep understanding of technical ecosystems (S&HaaS preferred).
Expertise in CX Measurement and Improvement: Demonstrated track record of leveraging NPS, CSAT, or similar metrics to drive quantifiable business improvement and reduce customer churn.
Experience scaling and optimizing global/distributed support operations using advanced support technologies (CRM/ticketing, advanced reporting, etc.).
Exceptional ability to synthesize data, communicate strategic insights to executive leadership, and influence cross-functional teams.
Bachelor's Degree with 4+ years of progressive experience in Customer Support or Customer Experience OR 8+ years of progressive experience in Customer Support or Customer Experience

Nice To Haves

Bachelor's or Master’s degree in Business, Engineering, Computer Science, or a related field.
Direct experience with process improvement methodologies such as Lean, Six Sigma, or ITIL applied to the customer journey.
Experience supporting Enterprise (B2B) customers across multiple regions and time zones.

Responsibilities

CX Strategy, Vision, and Advocacy Define the CX North Star: Establish and relentlessly execute a holistic, scalable, and personalized CX strategy that is tightly integrated with our S&HaaS business objectives and overall growth targets.
Champion the Voice of the Customer (VoC): Systematically capture, analyze, and disseminate customer feedback and behavioral data across the organization, advocating for product and process changes that directly address customer pain points and opportunities.
Measure and Drive Loyalty: Own and manage critical relationship and operational metrics using them as the primary organizational scorecard for success.
Customer Journey Ownership: Oversee the mapping, design, and continuous optimization of the entire customer journey, ensuring a seamless and high-value experience across all stages, especially onboarding and technical service.
Integrated Experience Operations Lead a High-Performance Team: Inspire, mentor, and lead a multi-tiered, multi-channel team encompassing frontline support, specialized technical tiers (L1–L2), customer service specialists, the CX Innovation ("Test and Learn") Team and Customer Support Specialists.
Transform Support into Value: Move beyond simple ticket resolution by designing support processes that leverage self-service, proactive outreach, and predictive insights to significantly reduce customer effort and ticket volume.
Operational Excellence: Select, implement, and optimize a best-in-class CX technology stack (including CRM/ticketing, self-service knowledge, and omnichannel tools) to ensure efficiency and accessibility across all touchpoints (phone, chat, email, and digital self-service).
Hybrid Product Expertise: Ensure the team possesses deep, current knowledge of our complex SHaaS (hardware/software) offerings, establishing robust escalation and resolution protocols for intricate technical and logistical issues.
Cross-Functional Impact & Partnership Strategic Alignment: Serve as a key partner to Product, Engineering, and QA leadership, ensuring the customer experience directly informs the product roadmap and release processes to mitigate service issues proactively.
Collaborate for Retention: Work seamlessly with Customer Success, Sales, and Marketing to ensure a unified customer narrative, smooth handoffs, and consistent messaging that reinforces value and drives retention.
Key Customer Relationship: Cultivate trusted, high-level relationships with major enterprise customers, gathering strategic feedback and ensuring their experience aligns with their long-term value.