Director, Business Operations (Customer Experience)

Director, Business Operations (Customer Experience), EverPro - Remote (U.S.)

EverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically-tailored, integrated SaaS solutions that help more than 690,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Its modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. With its EverPro, EverHealth, and EverWell brands specializing in Home, Health, and Wellness service industries, EverCommerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications. Learn more at EverCommerce.com.

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://www.evercommerce.com/about-us/careers/

We are looking for a Director, Business Operations (Customer Experience) to focus on our EverPro business unit. EverPro is EverCommerce’s home services business unit. This role will report to the VP, Business Operations and will be dedicated to transforming EverPro’s Customer Experience operations and systems across Implementation & Onboarding, Reactive Support, and Proactive Customer Success.

As Director, Business Operations (Customer Experience), you will lead the transformation, optimization, and consolidation of EverPro’s customer experience “internal products”—the platforms, data, integrations, reporting, and operational tooling that power Implementation/Onboarding, Support, and Customer Success. Your mission is to bring CX operations into a more singular, mature, sophisticated, and effective state by selecting best-fit vendors, building and executing a systems consolidation roadmap, and enabling consistent cross-solution customer journeys.

You will partner “at the hip” with EverPro’s Head of Customer Experience and the Director of CX Operations (process/enablement owner) to ensure tight alignment, clear expectations, and reliable execution. You will also collaborate closely with your peer Director responsible for Marketing/Sales systems, as well as RevOps and EverCommerce Central shared services (Data & Analytics, ePMO, Financial Systems) where dependencies exist.

This role is ideal for a leader who can operate at both the strategic and hands-on levels—driving vendor selection and roadmap governance while also shaping requirements, data definitions, and dashboards that unlock measurable improvements in CX performance.

Responsibilities:

• Lead CX systems transformation and consolidation across Implementation/Onboarding, Reactive Support, and Proactive Customer Success—driving standardization, integration, and scalable operating models across EverPro solution groups.

• Run the vendor selection process (in partnership with the Head of CX and Dir. of CX Ops) for a Customer Success platform, Customer Support platform, and Implementation/Onboarding platform and other critical CX technologies. Build evaluation criteria, facilitate stakeholder input, drive objective recommendations, and own the delivery plan post-decision.

• Build and maintain a prioritized CX systems consolidation/transformation roadmap, translating CX strategy and operating model needs into sequenced platform, data, and process initiatives; socialize options and tradeoffs and operationalize approved decisions.

• Deliver Tier 1 EverPro solutions (e.g., Service Fusion, Briostack, Zyratalk) onto consolidated CX platforms, ensuring consistent workflows, configurations, and user experiences across the CX lifecycle.

• Ensure our in-flight transformation programs for Marketing and Sales are expanded to include corresponding CX components.

• Partner closely with the Head of CX and the Director of CX Operations (process/enablement owner) to ensure there are no gaps in understanding, communication, and expectations; translate process/enablement needs into systems, data, and reporting solutions.

• Develop and iterate CX performance dashboards and reporting for operational and business outcomes by defining metrics, data definitions, instrumentation needs, and ongoing performance-management workflows; partner with Central Data & Analytics as needed.

• Collaborate with the Marketing/Sales BizOps Director to ensure shared data definitions, integrations, and handoffs (e.g., GTM → CX transitions, account management/expansion motions) are coherent and reliable.

• Advance AI-enabled CX capabilities where appropriate (e.g., agent