Senior Director of Customer Experience Operations

Level Access is a leader in digital accessibility, we are dedicated to creating inclusive digital experiences. We are seeking a Senior Director of Customer Experience (CX) Operations to establish and lead a high-performing operations team.

This leader will play a critical role in enabling predictable outcomes across the customer lifecycle through data, systems, and process optimization.

Role Overview

This is a newly created position, offering the opportunity to develop and execute an Operational Roadmap that will drive efficiency, scalability, and excellence across Delivery/Service Operations, Product Support Operations, and Customer Success & Onboarding Operations.

The ideal candidate will build a strong team of internal and external resources, foster collaboration with cross-functional teams, and ensure our CX operations align with organizational goals. The Senior Director of CX Operations will report directly to the Chief Customer Experience Officer and be a member of their Leadership Team, inclusive of VP/Director-level leaders from the other functions. The CX Ops Team will serve a global employee base of ~200 employees as well as a network of global delivery partners. The position is expected to be fully remote, with travel on an as-needed basis.

Responsibilities

Strategic Planning and Team Building

• Develop an Operational Roadmap for the role, identifying priorities and executing initiatives to achieve long-term goals.
• Serve as the business champion and leader for introducing and executing internal AI solutions to all teams, with the intent of improving team productivity and quality of services offered.
• Build, mentor and lead a talented team of internal and external resources, fostering a culture of collaboration and accountability.
• Cultivate partnerships with other operating teams, including FP&A, Revenue Operations, and Marketing Operations, to ensure alignment and drive cross-functional success.
• Drive the annual CX planning process in partnership with the Chief Customer Experience Officer and VP’s/Directors, including capacity modeling, resource management, budgeting, and OKR alignment.

Customer Journey & Process Optimization

• Participate in cross-functional initiatives designed to improve customer touch-points and value across the customer journey.
• Serve as a leader for Cx Leadership Team in evaluating and introducing AI tools to the business; serve as a champion for promoting AI adoption across the entire business.

Delivery / Service Operations

• Lead resource management, capacity planning, and forecasting to optimize service delivery.
• Oversee management of partner relationships to ensure alignment with organizational objectives.
• Oversee the implementation and optimization of PSA (Professional Services Automation) systems and tools to streamline workflows.
• Implement standardized delivery methodologies and best practices to drive consistency and efficiency across customer engagements.
• Ensure operational readiness for new service offerings and customer onboarding processes.

Product Support Operations

• Establish and refine operational processes to enhance product support efficiency and quality.
• Monitor support metrics and analytics to identify opportunities for improvement and ensure customer satisfaction.
• Collaborate with Product and Engineering teams to address customer feedback and improve support capabilities.
• Participate in driving knowledge management strategies and self-service enablement to reduce support volume and enhance customer experience in partnership with training team.

Customer Success Operations

• Develop and maintain scalable processes that drive customer retention and growth.
• Implement tools and systems to track and measure customer success metrics.
• Partner with Customer Success teams to ensure alignment between operational strategies and customer outcomes.
• Lead initiatives to improve customer health scoring models, segmentation strategies, and playbook automation in partnership with Revenue Operations and Enterprise IT Teams (Gainsight administrator).
• Support customer QBR readiness and executive reporting through standardized CX dashboards and insights.

Requirements

• 10-15+ years of experience in operations, customer experience, or related roles with a proven track record of building and leading teams.
• Experience and a proven track record of building and/or scaling global operations team