Job Description

Title: Director, CX Operations

Reporting to: Vice President, Revenue Operations

Location: Boston, MA (Hybrid)

Department: Business Operations

About the role

As a leader within the Go-To-Market (GTM) Operations team, you will lead a team of analysts supporting Strategic Planning, Program Execution, Core Systems, and Insights/Analytics for our Customer Success Managers, Service Delivery, Education, and Customer Support teams. Reporting to our VP, GTM Operations, you will support the design and implementation of our Customer Experience (CX) strategy, which includes team segmentation, coverage models, capacity planning, KPI tracking, and core systems deployment/maintenance. To succeed, you should have experience and passion for building operational/financial models and plans, guiding organizations through transformation projects, and leading data-centric teams. This leadership role offers an opportunity to balance strategic planning with hands-on execution within our GTM organization.

In this role, you and your teams will

1. Partner with Customer Success Management executives and senior CX leaders to support the design and launch of programs that enhance the Quickbase Customer Journey.
2. Collaborate with CX, Operations, FP&A, and executive leadership to create the Annual Operating Plan (AOP).
3. Drive the implementation of the AOP, including team segmentation, target setting, capacity tracking, and utilization.
4. Oversee documentation of key CX processes and define requirements for core systems (PSA, case management, CX).
5. Lead CX leadership priority review meetings and operational cadence.
6. Provide program support for Service delivery, including key reporting, process governance, and forward-looking planning.
7. Support strategic and ongoing reporting needs through QBR/MBR reporting and dashboards on core metrics like customer health, CSM execution, service delivery, capacity, NPS/CSAT.

To be successful in this role, ideally you will have

1. 5+ years of experience in Customer Success and Professional Services roles.
2. 2+ years of Operations leadership experience in a high-growth SaaS environment.
3. Change management leadership experience to drive process improvements in large-scale sales organizations.
4. Comfort working in a fast-paced environment and leading through ambiguity.
5. Proficiency with data analytic tools.
6. Experience implementing systems such as Salesforce, Zendesk, Gainsight, FinancialForce, or other CX and PSA tools.

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