Director, CX Operations

📋 Description

• Own strategy, vision, and execution for the Support Operations function.
• Set operating model and performance standards for Support Operations.
• Own the AI agent harness and automation layer of the CX operating model.
• Architect and iterate on AI-driven workflows across Support and CX.
• Build AI-enabled systems for planning, forecasting, insights.
• Establish governance, QA, and feedback loops to improve AI workflows.

🎯 Requirements

• 10+ years in Operations/Strategy focused on Customer Support/Experience.
• Proven experience leading a Support/CX operations function with strategy and cross-functional execution.
• Deep knowledge of support methodologies, processes, tools, and metrics.
• Demonstrated track record designing and deploying AI-powered workflows with measurable outcomes.
• Proficient with Salesforce, ClickUp, Zendesk, or comparable platforms.
• Direct experience with SaaS models, customer journeys, and core KPIs in a global, high-growth environment.

🎁 Benefits

• Remote-first role with global impact.
• Work with AI-native CX operations and automation.
• Collaborative, cross-functional leadership exposure.
• Career growth in a high-growth SaaS company.