Director of Customer Experience Strategy & Operations, Claroty

• 3 years of experience in consulting (advantage to background in operational excellence)
• 5-7 years of experience in mid-senior operational roles, including hands-on business operations, in a fast-paced SaaS company, 500 employees and above (Cyber an advantage)
• Proven experience leading cross-org transformation projects, systems design, implementation, and business process improvements
• Strong analytical mindset with deep proficiency in CRM systems (Salesforce preferred), Microsoft Office suite, and сomfortable using BI tools
• Exceptional project management and multitasking skills, with the ability to prioritize and execute across multiple parallel initiatives
• Experience in crafting executive presentations, strategic plans, and running QBRs or executive briefings
• Ability to act as a strategic partner and trusted advisor to senior leadership
• Strong technological understanding (e.g., cloud environments, upgrade cycles, technical adoption challenges)
• Outstanding verbal and written communication skills; fluent in navigating ambiguity and aligning diverse stakeholders
• Comfortable with hands-on work and fast execution – roll up your sleeves when needed

Desirable

• Claroty is looking for a highly driven, analytical, and strategic professional to lead our Customer Experience Strategy & Operations
• This role serves as the right hand of the Chief Customer Officer and a key enabler for Customer Experience (CX) leadership
• You will be responsible for transforming data into strategic insights, optimizing operational excellence across the CX organization, and ensuring executive-level visibility and impact
• You’ll lead one direct report at first and serve as a business partner to CX VPs
• Strategic Planning & Executive Enablement - Partner with the Chief Customer Officer and CX leaders to build and drive annual plans, quarterly business reviews, board materials, capacity planning, and strategic presentations
• Operational Excellence - Drive the operational rhythm of the CX organization, including cadences, KPI tracking, initiatives execution, and interlocks with cross-functional teams
• Process and Toolstack ownership - Lead cross-functional projects to implement and evolve systems, tools, and methodologies that support customer journey improvements and delivery at a global scale
• Data Analysis & Customer Insights - Design, refine, and manage all CX metrics to provide actionable insights across the Customer Experience org - with focus on adoption, value realization, and risk mitigation