[Hiring] Director, Customer Experience Operations @BlueVoyant

Role Description

BlueVoyant is seeking a hands-on, builder-minded Director, Customer Experience Operations to join the Chief Customer Officer's leadership team. You will build the operational backbone that connects Deployment, Professional Services, Support, Customer Success, DFIR, and the Security Operations Center (SOC) into one Customer Experience organization.

• Own the portfolio of cross-functional CX initiatives in the 2027 plan.
• Make Support the single front door for every non-SOC request.
• Partner with the CIO, Data, and Engineering teams to own the CX technology roadmap.
• Build one CX dashboard and executive reporting covering key metrics.
• Work with Deployment to reduce onboarding time.
• Make service descriptions, entitlements, and contract terms operational.
• Lead capacity planning and resource models across CX.
• Run root cause analysis and after-action reviews.

Qualifications

• 10+ years of operational leadership in Customer Experience, Customer Success, Support, Revenue Operations, or GTM strategy, ideally in B2B SaaS or managed services.
• A track record of scaling global CX operations across the US, EMEA, and APAC.
• Proven program and change leadership experience.
• Deep expertise in customer health scoring, churn analysis, retention forecasting, and capacity planning.
• Hands-on experience owning and modernizing CX technology.
• Strong analytical skills with the ability to turn complex data into clear insights.
• Comfort with commercial detail, including service descriptions, entitlements, pricing, and margin.
• A collaborative style and the credibility to influence and align senior peers.

Requirements

• You're a builder, not a spectator: a credible, low-ego operator.
• Experience in cybersecurity, MDR, MSSP, or another managed security services business is a plus.
• Experience implementing a PSA platform or launching customer self-service and AI-driven support deflection is a plus.
• Experience designing paid support tiers, fair-usage policies, or entitlement models is a plus.

Benefits

• Build the operating backbone of a global CX organization from the ground up.
• Shape how BlueVoyant delivers across various departments using modern CX tooling, data, and AI.
• Join a global, mission-driven cybersecurity company.
• Competitive compensation and a comprehensive benefits package.