[Hiring] Director of Customer Experience Operations @Assembly Software

Role Description

Implementation hands a customer off to Support. Support hands them off to Success. Somewhere in those handoffs, context gets lost, and by the time anyone notices, the customer is already frustrated. We're looking for someone who looks at that mess and can't help but want to fix it.

As the Director of Customer Experience Operations, you are a builder, not a spectator. You'll sit on our Chief Customer Officer's leadership team and build the operational backbone connecting Implementation, Support, Success, and Enablement into one coherent Customer Experience Group:

• The KPIs everyone actually trusts
• The playbooks that make good practices repeatable
• The systems that keep our data clean enough to make real decisions on

You won't have a team of your own, and that's by design. Your job is to make the people who do run cleaner, faster, and more consistent, not to build something underneath you. If what energizes you is bringing order and rigor to a fast-growing customer organization that's still finding its shape, this is exactly that job.

If this sounds like the seat you've been waiting for, we'd love to hear from you.

Qualifications

• Experience in customer experience operations
• Strong leadership and organizational skills
• Ability to work collaboratively across teams
• Proven track record of improving operational processes

Requirements

• Experience in a SaaS environment
• Understanding of customer journey and experience
• Ability to analyze data and make informed decisions
• Excellent communication skills

Benefits

• Medical, dental, and vision plans
• Short and long term disability coverage
• Supplemental insurance options
• 401(k)
• Flexible time off
• Paid parental leave
• An Employee Assistance Program