Director, Customer Experience

Overview

OnXmaps, Inc. is an innovative technology company helping people confidently explore the outdoors through products that enhance every outdoor experience. We are a fast-growing company driven by our mission to awaken the adventurer within everyone. Our work environment thrives on adaptability, grit, and continuous evolution of our processes as we prioritize and deliver impactful solutions across our diverse business verticals including Hunt, Offroad, Backcountry, and Fish.

About the Role

We are looking for a Director of Customer Experience (CX) to lead our 40-person CX team and transform it into a key product differentiator as we scale. This leadership position reports directly to the COO and oversees CX operations, technology systems, customer insights, and self-service enhancements.

Key Responsibilities

• Manage support delivery operations, including workforce planning, queue management, performance tracking, and seasonal preparedness.
• Develop and mentor CX leaders and team members, fostering growth and cultivating a strong operational culture.
• Create and implement a CX strategy aligned with company goals, investing in AI and automation technologies to enhance customer support and satisfaction.
• Lead the evaluation and upgrade of CX platforms and tools, driving adoption that enhances customer experiences through innovation.
• Collaborate closely with Product Management and Engineering to convert customer feedback into actionable product insights shaping the roadmap.
• Integrate and analyze CX data with company-wide systems to detect emerging trends, customer sentiment, and operational issues.
• Promote CX understanding across vertical and functional teams to influence product development, marketing, and customer engagement strategies.

Qualifications

• At least 8 years of experience in customer experience, support, or operations, preferably within consumer technology or digital products.
• Minimum 5 years leading teams in dynamic, high-growth settings.
• Bachelor's degree or equivalent professional experience.
• Proven ability to build scalable customer support functions combining human expertise with AI and automation.
• Experience integrating customer support data with business systems and analytics platforms.
• Strong partnership experience with Product Management and Engineering for product improvement influence.
• Broad knowledge of customer support platforms and leading major system upgrades or migrations.
• Analytical mindset comfortable working with customer data to identify improvements and trends.
• Excellent communication and relationship-building skills capable of influencing cross-functional teams without direct authority.
• Curiosity and passion for exploring new technologies, including AI.
• Alignment with onX’s Company Values.
• Authorized to work permanently in the US.
• Willingness to travel quarterly or for multi-day visits to corporate offices or strategic locations.

Preferred Bonuses

• Experience leading CX transformation in fast-growing consumer apps or subscription businesses.
• Skills integrating CX data with product usage or customer lifecycle information.
• Experience serving customers with a broad range of technical proficiency.
• Passion for outdoor activities and familiarity with onX products.

Work Environment and Location

This role is primarily based in Missoula, Montana, with a preference for local candidates or those willing to relocate. Relocation assistance is available. Alternatively, candidates residing at established onX Basecamp locations in Austin, Bozeman, Denver, Kalispell, Minneapolis, Portland, Salt Lake City, or Seattle will be considered but must travel to Missoula for one week each month for in-person collaboration.

Compensation and Benefits

• Salary range of $126,000 to $171,000 annually based on experience, skills, and education.
• Eligibility for company equity grants and an annual performance bonus up to 10%.
• Comprehensive health coverage including zero-cost medical plans.
• Paid parental leave: 13 weeks birthing parents, 5 weeks non-birthing parents.
• 401k matching: 100% on first 3% saved, 50% on next 2%.
• Company supported outdoor adventures and industry perks.
• Annual allowance for outdoor active lifestyle activities.
• Flexible paid time off including PTO, STO, VTO, and holidays.

Diversity and Equal Opportunity

OnX fosters an inclusive environment valuing diverse perspectives and is an equal opportunity employer committed to fairness in hiring, compensation, development, and promotion. We believe diverse teams drive innovation and success.

Additional Information

Applicants must be cautious of fraudulent requests—onX never asks for credit card or social security details during initial applications. Our privacy policy governs the handling of employment-related data. Interviews may be recorded for documentation with confidentiality and consent options provided.