Director of Customer Experience Operations

Assembly Software

2d•Remote

About The Position

Implementation hands a customer off to Support. Support hands them off to Success. Somewhere in those handoffs, context gets lost, and by the time anyone notices, the customer is already frustrated. We're looking for someone who looks at that mess and can't help but want to fix it. As the Director of Customer Experience Operations, you are a builder, not a spectator. You'll sit on our Chief Customer Officer's leadership team and build the operational backbone connecting Implementation, Support, Success, and Enablement into one coherent Customer Experience Group: the KPIs everyone actually trusts, the playbooks that make good practices repeatable, and the systems that keep our data clean enough to make real decisions on. You won't have a team of your own, and that's by design. Your job is to make the people who do run cleaner, faster, and more consistent, not to build something underneath you. If what energizes you is bringing order and rigor to a fast-growing customer organization that's still finding its shape, this is exactly that job. If this sounds like the seat you've been waiting for, we'd love to hear from you.

Requirements

Ability to identify and fix operational inefficiencies in customer handoffs.
Willingness to build operational structures.
Ability to bring order and rigor to a fast-growing customer organization.
Experience working within a leadership team.

Responsibilities

Build the operational backbone connecting Implementation, Support, Success, and Enablement into one coherent Customer Experience Group.
Establish KPIs that are trusted.
Develop playbooks that make good practices repeatable.
Implement systems that keep data clean for decision-making.
Make teams run cleaner, faster, and more consistently.