Director of Customer Experience Operations, Cision

• Education: Bachelor’s degree or equivalent experience
• 3–5 years in CX operations, project management, or strategic operations roles
• 2+ years in a people management capacity
• Proven track record in SaaS organizations preferred
• Demonstrated experience preparing and presenting operational insights to executive stakeholders, including board-level reporting, QBRs, and strategic planning sessions
• Process design and documentation
• Strategic reporting and decision support
• CRM and analytics tools (e.g., JIRA, Salesforce)
• Cross-functional collaboration with Commercial, Product, and Engineering teams
• Advanced communication and decision-making capabilities
• Strong stakeholder management and change leadership
• Ability to work independently in a fast-paced, evolving environment
• Strong analytical skills with expertise in forecasting, health scoring, and predictive modeling
• Experience designing and scaling operations for segmented customer bases (e.g., SMB, mid-market, enterprise) and/or global teams

Desirable

• The Director of CX Operations plays a pivotal role in optimizing and scaling Customer Experience (CX) initiatives through strategic planning, process improvement, data governance, and technology enablement
• This leader will collaborate cross-functionally to ensure the CX organization has the structure, tools, and insights needed to deliver exceptional customer outcomes
• The role will support global operations
• Strategic Planning & Roadmapping (10%): Define and execute quarterly and annual CX Operations roadmaps aligned with the broader CX leadership strategy
• Operational Execution & Agile Management (10%): Lead day-to-day operations to ensure high-impact deliverables are prioritized, executed, and adapted to changing organizational needs
• Process & Technology Enablement (10%): Oversee the CX tech stack and ensure tools and systems effectively support streamlined operations and improved customer satisfaction
• Stakeholder Engagement (10%): Build and maintain strategic relationships with internal and external partners to uphold the requirements of the CX organization
• Cross-Functional Strategic Support (25%): Serve as a key stakeholder in company-wide initiatives (e.g., new product releases), ensuring CX readiness and coordination
• Team Leadership & Development (20%): Coach and manage a team of operations analysts and trainers to ensure process adherence, high-quality output, and professional growth
• Data-Driven Insight & Reporting (15%): Partner with the VP of CX to deliver reporting and insights that guide business decisions and support revenue retention and growth
• Direct Reports: 5–10 Analysts