Senior Director of Customer Experience Operations

$175,000 - $210,000/Yr

Instructure - Remote, OR

Full-time - Senior

Remote, OR

Publishing Industries

About the position

As the Senior Director of Customer Experience Operations at Instructure, you will serve as a strategic partner to the Chief Customer Officer, leading the execution of process, systems, and business intelligence strategies across the Customer Experience (CX) organization. This role focuses on enhancing CX operations, identifying growth opportunities, and collaborating with various teams to drive innovation and align with the company's Go-to-Market strategy.

Responsibilities

• Lead 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 the Customer Experience Organization's vision through strategic partnership and alignment with CX leadership and cross-functional partners.
• Partner with teams in Enablement, Engineering, GTM Systems, Product, Marketing, Revenue Strategy, Sales, BI, and Finance for CX project intake, prioritization, and handoffs.
• Represent Customer Experience in enhancement requests and product roadmap influence.
• Maintain strong relationships with senior and executive stakeholders for cohesive execution of CX strategies.
• 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.
• Monitor customer health, internal staffing ratios, and retention for forecasting models.

Requirements

• 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.
• 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.
• Extensive experience leading Operations teams, including employee management.
• Strong passion for driving growth through technology, process, and innovation.
• Proven ability to manage relationships with senior and executive stakeholders.
• Strong understanding of customer success methodologies and best practices.
• Ability to manage complex projects and execute customer experience initiatives.

Nice-to-haves

• Experience with programmatic execution in customer success.
• Strong understanding of renewal operations and methodologies and best practices.
• Experience in presenting reports and data insights.

Benefits

• 401k with company match
• HSA program
• Vision insurance
• Voluntary life and AD&D insurance
• Tuition reimbursement
• Lifestyle Spending Account
• Paid time off
• 11 paid holidays
• Flexible work schedules
• Employee recognition program (Motivosity)