Senior Director of Customer Experience Operations
Instructure
Customer Service, Sales & Business Development, Operations
United States · Remote
Posted on Oct 22, 2024
At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our mission is to amplify that potential by developing intuitive products that simplify learning, foster meaningful relationships, and inspire individuals to advance in their education and careers. We achieve this by providing smart, creative, and passionate individuals the opportunity to build exceptional solutions.
That's where you come in.
As the Senior Director of Customer Experience Operations, you will be the strategic partner and point person for the Chief Customer Officer and lead process, systems, and business intelligence strategy and execution across four areas of our Customer Experience (CX) organization: Customer Success Management, Professional Services, Renewal Management, and Voice of Customer.
In addition to streamlining CX operations, you'll maintain a business-development perspective, identify growth opportunities and collaborate cross-functionally to drive innovation across the organization. To do this you'll work closely with Revenue Operations, Enterprise Systems, Sales, and Product teams to develop scalable solutions, impact organizational metrics, and ensure alignment with our Go-to-Market strategy.
Key Responsibilities:
- Leadership & Team Development:
- Leading the CX Ops team through planning, hiring, and developing new hires into expert CX Ops professionals.
- Foster a culture of growth and innovation across the CX Operations team.
- Oversee tool and system needs for the CX team, including business requirements, vendor demos, implementation, and ongoing maintenance.
- Drive forward the Customer Experience Organization’s vision through strategic partnership and alignment with CX leadership and cross-functional partners.
- Collaboration & Stakeholder Management:
- Partnering with teams in Enablement, Engineering, GTM Systems, Product, Marketing, Revenue Strategy, Sales, BI, and Finance for CX project intake, prioritization, and handoffs.
- Representing Customer Experience in enhancement requests and product roadmap influence.
- Maintaining strong relationships with senior and executive stakeholders for cohesive execution of CX strategies.
- Partnering with teams for forecasting processes, performance tracking, and weekly forecasting rhythm.
- Operational Management:
- Oversee strategic CX initiatives, business process transformation, and execution of standard operating procedures (SOPs) for CSMs.
- Manage the rollout and expansion of the Customer Success Platform (CSP) and Customer Community platform.
- Oversee internal tools for system & process monitoring, product usage, and customer communication.
- Manage CSM, Renewals, Services coverage models and compensation plans.
- Ensure smooth renewal, upsell, and cross-sell processes, and support regional CX leadership in renewals, retention, and expansion efforts.
- Monitor customer health, internal staffing ratios, and retention for forecasting models.
- Data Analytics, Forecasting & Performance Tracking:
- Monitoring customer health, engagement, and retention to inform forecasts.
- Aggregating and analyzing customer survey data.
- Tracking and measuring the impact of enablement programs and operational initiatives.
- Reporting on and identifying trends in customer and product analytics.
Job Requirements:
- 1. Experience & Qualifications
- Years of Experience:
- Minimum of 5 years as a Customer Success Operations Manager or similar Operations role.
- 10+ years of Operations experience overall.
- 7+ years of experience in Customer Success, Coaching, or Training.
- Industry Knowledge:
- Proven expertise in Customer Experience operations, business analysis, and program management.
- Hands-on experience with Customer Relationship Management (CRM) tools and Success Tools (e.g., Gainsight, ChurnZero).
- Experience implementing and iterating upon Customer Success Platforms.
- 2. Leadership & Team Management
- Team Leadership:
- Extensive experience leading Operations teams, including employee management.
- Strong passion for driving growth through technology, process, and innovation.
- Stakeholder Management:
- Proven ability to manage relationships with senior and executive stakeholders.
- Ability to partner with leadership in Product, Revenue, and Marketing to drive growth.
- 3. Customer Experience Knowledge
- Customer Success Processes:
- Strong understanding of customer success methodologies and best practices.
- Experience with programmatic execution in customer success.
- Renewals Process:
- Strong understanding of renewal operations and methodologies and best practices.
- Understanding of Renewals forecasting and long range planning.
- 4. Project & Program Management
- Project Management:
- Ability to manage complex projects and execute customer experience initiatives.
- Experience in programmatic execution and program management.
- 5. Communication & Interpersonal Skills
- Stakeholder Communication:
- Strong communication skills, especially with executive-level stakeholders.
- Proven experience in presenting reports and data insights.
- Outstanding networking and relationship management skills.
- Collaboration:
- Ability to work independently and collaboratively in a fast-paced environment.
- Proven ability to partner across departments and functions.
- 6. Problem-Solving & Adaptability
- Problem-Solving:
- Excellent problem-solving skills.
- Ability to proactively address challenges and adapt in a fast-paced environment.
- Continuous Improvement:
- Commitment to continuous improvement and innovation in processes and customer success practices.
Get in on all the awesome at Instructure:
- 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
We’ve always believed in hiring the most awesome people and treating them right. We know that the more diverse we are, the more diverse our ideas will be and when we openly welcome those ideas, our environment is better and our business is stronger.
At Instructure we participate in E-Verify and yes, in case you didn't catch it from the above, we are an Equal Opportunity Employer.
All Instructure employees are required to successfully pass a background check upon being hired.