Head of Customer Experience Operations

Darktrace has more than 2,500 employees located globally. Founded by mathematicians and cyber defence experts in 2013, Darktrace is a global leader in cyber security AI, delivering complete AI-powered solutions in its mission to free the world of cyber disruption.

For over a decade, Darktrace has pioneered a proactive, AI-native approach to security. Our roots lie deep in innovation. The Darktrace AI Research Centre based in Cambridge, UK, has conducted research establishing new thresholds in cybersecurity, with technology innovations backed by over 200 patents and pending applications.

Today, Darktrace is a global leader in cybersecurity AI, delivering the essential cybersecurity platform to protect organisations today and for an ever-changing future.

Role Overview

The Head of CX Operations will lead the CX Operations team, driving operational excellence across all customer-facing functions. This strategic leadership role is responsible for designing and implementing standardized processes, tracking performance metrics, leveraging customer telemetry, and ensuring CX teams operate efficiently to deliver customer value throughout their journey with Darktrace. This role is pivotal in scaling the CX organization, optimizing customer outcomes, and supporting ambitious growth goals.

 

CX Organization Includes:

• Customer Success (CS)
• Renewals
• Solutions Engineering (SE)
• Professional Services (PS)
• [Other relevant functions]

 

Key Duties & Responsibilities

1. Team Leadership & Strategy

• Lead, and mentor a high-performing CX Operations team.
• Develop and execute a CX Operations strategy aligned with the CARE lifecycle and company goals.
• Partner with CX leadership to align operational initiatives with team-specific objectives

1. Operational Excellence

• Provide Improved customer insights as a key stakeholder in the deployment, adoption and ongoing enhancement of Gainsight.
• Design and implement standardized processes for reporting and workforce management.
• Optimize resource allocation and capacity planning using workforce management tools.
• Drive process automation and reduce workflow redundancies.

1. Metrics & Reporting

• Define and standardize KPIs for each CX team.
• Oversee development of real-time dashboards and predictive analytics (e.g., Salesforce, Gainsight, Power BI).
• Deliver actionable insights to improve performance and customer health.

1. Functional Alignment

• Embed Functional Specialists within the CX Ops team to translate team needs into strategies.
• Collaborate with team leads to select relevant metrics and processes.

1. Compensation & Incentives

• Support the Sales Strategy team in designing and administering outcome-based compensation plans.

1. Enablement & Change Management

• Drive training and adoption of tools across CX teams.
• Lead change management for new processes and technologies.
• Develop playbooks for consistent execution of critical processes.

1. Cross-Functional Collaboration

• Partner with Sales, Product, and Finance to align CX operations with business goals.
• Represent CX Operations in executive discussions, advocating for strategic priorities.

 

Qualifications & Experience

Experience

• 10+ years in customer experience, operations, or related fields.
• 5+ years in a leadership role.
• Proven success scaling operations in SaaS, Cloud Native or Cybersecurity companies.
• Experience with operational design, metrics, compensation, and workforce planning.
• Familiarity with CX tools (Salesforce, Gainsight, Zendesk) and analytics platforms (Tableau, Power BI).

Skills

• Strategic thinking and business alignment.
• Expertise in Lean, Six Sigma, or similar frameworks.
• Strong analytical and KPI development skills.
• Exceptional leadership and mentoring capabilities.
• Deep understanding of CX functions and operational needs.
• Excellent communication and executive influence.
• Change management and training expertise.

Education

• Bachelor’s degree in Business, Operations, or related field.
• MBA or advanced degree preferred.