Senior Director of Customer Experience Operations

**Overview:** - Senior Director of Customer Experience Operations at Instructure. - Strategic partner for Chief Customer Officer. - Lead CX Ops team and drive CX strategy. - Collaborate across departments for innovation. **Key Responsibilities:** - Leadership & Team Development: - Lead and develop CX Ops team. - Foster growth and innovation. - Oversee CX tools and systems. - Drive CX vision and align with cross-functional partners. - Collaboration & Stakeholder Management: - Partner with various teams for CX projects. - Represent CX in product roadmaps. - Maintain relationships with senior stakeholders. - Partner for forecasting and performance tracking. - Operational Management: - Oversee strategic CX initiatives and SOPs. - Manage CSP and Customer Community platform rollout. - Monitor customer health and retention. - Data Analytics, Forecasting & Performance Tracking: - Monitor customer health and engagement. - Analyze customer survey data. - Track impact of enablement programs. - Report on customer and product analytics. **Requirements/Skills/Qualifications:** - Experience & Qualifications: - Minimum 5 years in Customer Success Operations Manager role. - 10+ years overall Operations experience. - 7+ years in Customer Success, Coaching, or Training. - Proven expertise in CX operations and CRM tools. - Leadership & Team Management: - Extensive experience leading Operations teams. - Strong passion for growth through technology. - Proven ability to manage senior stakeholder relationships. - Customer Experience Knowledge: - Strong understanding of customer success methodologies. - Experience with programmatic execution in customer success. - Understanding of renewal operations and forecasting. - Project & Program Management: - Ability to manage complex projects and execute CX initiatives. - Experience in programmatic execution and management. - Communication & Interpersonal Skills: - Strong communication skills with executive-level stakeholders. - Proven experience in presenting reports and data insights. - Outstanding networking and relationship management skills. - Problem-Solving & Adaptability: - Excellent problem-solving skills. - Ability to proactively address challenges. - Commitment to continuous improvement. **Compensation & Benefits:** - Salary range: $175,000 - $210,000 per year. - 401k with company match. - HSA program, vision, voluntary life, and AD&D. - Tuition reimbursement. - Lifestyle Spending Account. - Paid time off, 11 paid holidays, and flexible work schedules. - Motivosity - employee recognition program. - Equal Opportunity Employer. - Background check upon hiring.