Director of Customer Experience, Okta
Management platform securing resources from cloud to ground
Be an early applicant
Management platform securing resources from cloud to ground
1001+ employees
Be an early applicant
1001+ employees
Company mission
To improve the connections between people and tools to make companies more productive and secure.
Role
Who you are
- Deep understanding of digital platform strategy, development, management, and optimization, specifically for customer support, success, learning, and community engagement
- Knowledge of UX/UI design principles, particularly for AI-powered interactions
- AI Application & Learning Systems Knowledge: Proven ability to strategically apply and manage AI technologies (e.g., AI support agents, AI knowledge search) within customer-facing platforms.
- Strong leadership skills to inspire, lead, mentor, and develop a diverse team of digital professionals. Experience in managing cross-functional teams and projects
- Cross-functional Influence & Collaboration: Excellent communication, negotiation, and interpersonal skills to build and maintain effective partnerships across Business Technology, Content, and Program teams, as well as other stakeholders
- Strong analytical skills to interpret complex platform performance data, AI agent metrics, and customer feedback (e.g., search queries, user surveys) to derive actionable insights and solve complex challenges
- A bachelor’s degree in Computer Science, Information Technology, Digital Media, Business Administration, or a related field is typically required. An advanced degree (e.g., MBA, Master's in Digital Media or IT, or specialization in AI/Data Science) is preferred
- Minimum of 10-15 years of progressive experience in digital platform management, with a track record of success in leading digital roles focused on customer experience and enablement
- Demonstrated experience in implementing and optimizing digital solutions for customer support, learning, and community engagement, including practical experience with AI applications
- Proven experience in defining and implementing strategy for customer-facing and operations-heavy teams with a focus on efficiencies at scale
What the job involves
- The Director, Customer First Experience Platforms will lead and mentor a diverse team of professionals dedicated to enhancing the customer journey
- This team partners closely with a wide range of cross-functional groups, including Digital Success, Support, Business Technology, AI Governance, Content, Operations, Digital Marketing, and Customer Acceleration Program teams
- Together, they ensure all digital efforts are deeply aligned with business objectives, drive measurable customer impact, and uphold Okta's commitment to security and innovation
- This is a strategic leadership position responsible for defining and executing the vision and roadmap for digital platforms within the Customer First organization
- The Director will focus on improving key touchpoints across the customer journey—specifically within customer support, customer success, and community
- A major focus of the role is driving the optimization of AI enhancements across digital properties (e.g. , AI Agents, AI search) to deliver intuitive self-service and personalized success experiences
- Define a digital platform strategy for Global Customer Acceleration and Support platforms as well as the AI enhancements and Agentic experiences within each
- Identify and prioritize opportunities that leverage AI and other innovations to significantly improve customer outcomes, product adoption, and satisfaction
- Develop experiences that enable customers to achieve their larger goals, moving beyond point of need interactions to ongoing learning, engagement, self-help and empowerment
- Create digital interaction capabilities that foster customer loyalty, growth and advocacy in a modern and delightful user interface
- Collaborate closely with digital success, support, customer content, data, operations and technology teams to refine the experience, including AI model accuracy, enhance AI-driven personalization, and improve AI-powered customer interactions
- Lead, mentor, and develop a high-performing team that includes UX/UI Designers, Online Experience Architects, OX Specialists, Developers as well as AI Trainers/Analysts
- Drive the strategy, implementation, and continuous optimization of AI support agents to provide immediate, personalized, and effective customer assistance across digital channels
- Enhance self- help capabilities and unassisted customer support interactions to ensure customers' questions are answered in a professional, accurate and guided manner
- Ensure the Online Experiences are seamless and engaging digital journeys for customers, informed by qualitative and quantitative understanding of consumer journeys
- Foster a culture of customer-centricity, continuous learning, and innovation within the team
Our take
Okta started off as an identity company where organisations, large and small, could tap into the company to have a single sign-on interface to access all cloud applications now centralised. Okta has since expanded to provide identity management at the device as well as the server level.
The new approach towards network security is increasingly based on identification and authentication, and Okta is on track to become the go-to vendor in the space. They aim to do so by developing products that enable people to access applications and other tools more smoothly and securely than ever before.
Okta has taken strides towards expansion through significant employee growth and shuffling executive leadership. The company has also made lateral moves such as tackling governance concerns, opening up new paths for revenue.
Freddie
Company Specialist at Welcome to the Jungle
Insights
19% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Sep 2015
$75m
SERIES F
Jun 2014
$75m
SERIES E
Total funding: $229.3m
Company benefits
- Work from home opportunities
- Health + Wellness
- Financial Benefits
- Pay + Incentives
- Time Off
- Everyday Living
- Resources
Company HQ
The East Cut, San Francisco, CA
Leadership
Todd McKinnon
(CEO)VP of Development at Salesforce.com and has nearly a decade of experience in various engineering and leadership roles at PeopleSoft.
Frederic Kerrest
(Vice Chairman)Worked in Sales and Business Development at Salesforce.com, and previously co-founded high-tech consulting firm Meridian Global Solutions.
Salary benchmarks
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