
Director of CX Operations
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
For Individuals based in New York, Illinois, Colorado, Washington, and California, Cision is required to disclose a salary range for this role. This compensation range is specific to these states, however base pay may vary depending on a range of relevant factors.
Chicago Pay Range
$80,000 - $95,000 USD
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