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Director of CX Operations
Montréal, Quebec, Canada; Toronto, Ontario, Canada
At Cision, we believe in empowering every individual to make an impact. Here, your voice is heard, your ideas are valued, and your unique perspective fuels our collective success. As part of our global team, you'll thrive in an environment that champions curiosity, collaboration, and innovation, all while making meaningful contributions to the brands we accelerate.
Join us in shaping the future of communication and building authentic connections that matter. Whether you're solving complex problems or driving bold innovations, your growth is our success, and together, we’ll create the conversations of tomorrow.
Empower your impact at Cision. Be seen, be understood, be you.
The Director of CX Operations plays a pivotal role in optimizing and scaling Customer Experience (CX) initiatives through strategic planning, process improvement, data governance, and technology enablement. This leader will collaborate cross-functionally to ensure the CX organization has the structure, tools, and insights needed to deliver exceptional customer outcomes. The role will support global operations.
Key Responsibilities:
- Strategic Planning & Roadmapping (10%): Define and execute quarterly and annual CX Operations roadmaps aligned with the broader CX leadership strategy.
- Operational Execution & Agile Management (10%): Lead day-to-day operations to ensure high-impact deliverables are prioritized, executed, and adapted to changing organizational needs
- Process & Technology Enablement (10%): Oversee the CX tech stack and ensure tools and systems effectively support streamlined operations and improved customer satisfaction.
- Stakeholder Engagement (10%): Build and maintain strategic relationships with internal and external partners to uphold the requirements of the CX organization.
- Cross-Functional Strategic Support (25%): Serve as a key stakeholder in company-wide initiatives (e.g., new product releases), ensuring CX readiness and coordination.
- Team Leadership & Development (20%): Coach and manage a team of operations analysts and trainers to ensure process adherence, high-quality output, and professional growth.
- Data-Driven Insight & Reporting (15%): Partner with the VP of CX to deliver reporting and insights that guide business decisions and support revenue retention and growth.
Required Qualifications:
- Education: Bachelor’s degree or equivalent experience
- Experience:
- 3–5 years in CX operations, project management, or strategic operations roles
- 2+ years in a people management capacity
- Proven track record in SaaS organizations preferred
- Demonstrated experience preparing and presenting operational insights to executive stakeholders, including board-level reporting, QBRs, and strategic planning sessions
- Expertise In:
- Process design and documentation
- Strategic reporting and decision support
- CRM and analytics tools (e.g., JIRA, Salesforce)
- Cross-functional collaboration with Commercial, Product, and Engineering teams
- Skills:
- Advanced communication and decision-making capabilities
- Strong stakeholder management and change leadership
- Ability to work independently in a fast-paced, evolving environment
- Strong analytical skills with expertise in forecasting, health scoring, and predictive modeling
- Experience designing and scaling operations for segmented customer bases (e.g., SMB, mid-market, enterprise) and/or global teams
Preferred Qualifications:
- Experience in Customer Success, Client Support, or Implementation
- Familiarity with customer experience platforms like ChurnZero or Gainsight
- Working knowledge of French is a plus
Additional Information:
- Travel: 5–10%, including occasional international travel
- Direct Reports: 5–10 Analysts
As a global leader in PR, marketing and social media management technology and intelligence, Cision helps brands and organizations to identify, connect and engage with customers and stakeholders to drive business results. PR Newswire, a network of over 1.1 billion influencers, in-depth monitoring, analytics and its Brandwatch and Falcon.io social media platforms headline a premier suite of solutions. Cision has offices in 24 countries throughout the Americas, EMEA and APAC. For more information about Cision's award-winning solutions, including its next-gen Cision Communications Cloud®, visit www.cision.com and follow @Cision on Twitter.
Cision is committed to fostering an inclusive environment where all employees can be their authentic selves and perform at their best. We believe diversity, equity, and inclusion is vital to driving our culture, sparking innovation and achieving long-term success. Cision is proud to have joined more than 600 companies in signing the CEO Action for Diversity & Inclusion™ pledge and named a “Top Diversity Employer” for 2021 by DiversityJobs.com.
Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses.
Cision is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Cision will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact hr.support@cision.com
Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.
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