Customer Experience Operations Director

Role overview

This is a full-time remote leadership position focused on running and improving the operational side of customer experience programs. The role is responsible for shaping how customer-facing processes, policies, and systems are built, rolled out, and continuously refined so that interactions remain effective across every channel.

What you will do

• Own the full operational delivery of customer experience initiatives from planning through execution.
• Design, implement, and improve workflows, policies, and systems that support strong customer interactions.
• Track performance indicators, review customer feedback, and examine operational data to uncover improvement opportunities.
• Turn insights into practical process changes and service enhancements.
• Partner with customer support, product, finance, and IT teams to keep operations aligned with business priorities.
• Oversee budgeting, staffing/resource planning, and vendor management for CX tools and platforms.
• Coach and develop team members to maintain consistent service standards and strong performance.

Qualifications

• Solid experience in operations management, including workflow design, process optimization, and governance.
• Strong analytical ability to build dashboards, study trends, and use data to guide decisions.
• Background in managing teams, including goal setting, feedback, and development of distributed or remote teams.
• Practical budgeting experience covering forecasting, expense control, and ROI evaluation.
• Customer service experience with a history of improving satisfaction, loyalty, and quality of support.
• Strong communication and stakeholder collaboration skills across multiple business functions.
• Familiarity with customer experience platforms such as CRM, ticketing, and contact center systems, plus process automation, is an advantage.
• Bachelor’s degree in Business, Operations, Management, or a related area; advanced education or CX/Lean/Six Sigma certifications are beneficial.
• Comfort working independently in a remote setting while balancing multiple priorities and changing needs.

Additional notes

This role is described as a remote position based in the United States. No openings count, compensation details, start date, or application deadline were provided.