Director of Customer Experience

Red Oak•Austin, TX

1d•Hybrid

About The Position

Red Oak is hiring a Director of Customer Experience to own the end-to-end post-sale client journey across Implementation and Support. The Director will bring the two functions together under one strategy, shared standards, and a clear escalation path, while shaping an organizational model that serves both high-volume digital and self-serve customers and complex Enterprise accounts. The role is intended to preserve Red Oak’s high-touch customer experience and NPS of 64 as the company scales its customer base and builds after merger integration. The Director will manage Implementation and Support leadership, set priorities and shared metrics, and determine the teams’ appropriate structure and resourcing. Key goals include reducing implementation time-to-value, especially for Enterprise clients; developing distinct service models for SMB and Enterprise customers; clarifying Support’s scope and reducing unnecessary escalations to Engineering; and using AI and automation to scale ticket triage, resolution, and onboarding without compromising quality. The role partners with Customer Success on the transition from Implementation to steady-state service and with Product and Engineering on structural issues identified through Support. It also represents Customer Experience at the leadership level on retention risk and expansion readiness related to onboarding and support quality. The position reports to the Chief Operating Officer and is based at Red Oak’s Austin headquarters on a hybrid schedule, with in-office work Tuesday through Thursday.

Requirements

8+ years of experience in post-sale functions.
5+ years leading Implementation, Support, or Customer Experience teams.
Direct experience managing team leads or managers.
Strong SaaS background and understanding of how to scale a service organization while preserving customer experience.
Experience navigating organizational change, ideally post-merger or post-acquisition, including determining team structures and guiding teams through change.
Track record of improving time-to-value and reducing escalations through process improvements.
Hands-on experience deploying AI and automation in support or onboarding, such as architecting ticket triage, resolution, or self-serve systems.
Clear, direct communication and ability to establish shared standards across teams.
Ability to build structure and make progress in a role with open questions and ambiguity.

Nice To Haves

Experience serving Enterprise accounts alongside a high-volume digital or self-serve motion.

Responsibilities

Own the end-to-end post-sale client experience across Implementation and Support, establishing one strategy and standard for both functions.
Manage Implementation and Support leadership, setting priorities, coaching, resourcing, and determining the appropriate organizational structure.
Define and hold both functions accountable to shared metrics, including implementation timelines and time-to-value, support response and resolution times, and client satisfaction.
Create a clear escalation path for issues crossing the Implementation and Support boundary, with one accountable owner for complex client problems.
Clarify the scope of Support versus Customer Success and realign responsibilities where needed.
Use AI and automation to scale service, including ticket triage and resolution automation and self-serve onboarding for digital customers.
Improve onboarding sequencing to reduce Enterprise time-to-value while scaling a lighter-touch model for the digital and self-serve customer base.
Partner with Customer Success on handoff quality from Implementation to steady-state service.
Partner with Product and Engineering on structural issues surfaced through Support.
Represent Customer Experience at the leadership level on retention risk and expansion readiness related to onboarding and support quality.