Director of Strategy and Operations, CaptivateIQ
Customer Experience
$170-238k
Salary may differ for Canadian candidates
More information about location
Commission management platform
Job no longer available
Commission management platform
201-500 employees
Job no longer available
$170-238k
Salary may differ for Canadian candidates
More information about location
201-500 employees
Company mission
To bring joy and transparency to sales performance management.
Role
Who you are
- The ideal candidate will have a strong strategic mindset, a passion for customer advocacy, and a proven track record in managing complex operations
- 7+ years of experience in customer success, operations, or strategy, with at least 5+ years in a leadership role within a SaaS company
- Proven ability to lead and inspire teams, drive change, and deliver results
- Strong strategic and analytical skills, with the ability to translate data into actionable insights
- Deep understanding of customer needs and a commitment to delivering exceptional experiences
- Strong track record of communicating effectively with internal and external stakeholders to align on goals and priorities
- Excellent verbal and written communication skills, with the ability to influence and engage stakeholders at all levels
- Demonstrated experience in managing complex projects and initiatives
- Proficiency in customer experience management tools, CRM systems, and data analytics platforms
What the job involves
- CaptivateIQ is looking for a Director of Strategy and Operations, Customer Experience to lead one of the key departments within our Customer Experience organization
- You'll report to the SVP of Customer Experience and support the team focused on shaping and executing our customer experience strategy
- This senior leadership position will be responsible for overseeing the end-to-end customer journey, ensuring operational excellence, and driving continuous improvement initiatives
- Collaborate with SVP, CX to develop and implement a comprehensive customer experience strategy aligned with the company’s business objectives
- Partner with leadership to design and deliver CX team’s quarterly and annual OKRs
- Create a repeatable framework to ensure consistency in execution of strategic projects and initiatives
- In collaboration with the Executive Assistant, manage and oversee day-to-day operations of the Customer Experience Leadership office
- Work closely with Marketing, Sales, EPD, and other departments to ensure a cohesive approach to company and departmental strategic projects
- Define gold standards for CX KPI tracking and implement a dashboard system to ensure appropriate levels of visibility across all levels of the organization
- Monitor key performance indicators (KPIs) and provide regular reporting to senior leadership
- Utilize data-driven insights to inform strategic decisions and improve customer experience
- Conduct an audit of the CX tech stack and recommend improvements to the systems infrastructure
- Ensure that technology solutions are effectively integrated and consistently utilized across the customer experience team
- Evaluate, implement, and manage customer experience management tools and CRM systems
- Identify opportunities for process improvements and implement best practices to enhance operational efficiency
- Develop and standardize methodologies to ensure consistent and high-quality customer interactions
- Lead continuous improvement initiatives to streamline operations and reduce costs
- Build, mentor, and lead a high-performing Operations & Strategy team
- Foster a culture of collaboration, innovation, and continuous improvement
- Provide coaching and development opportunities to team members
Our take
CaptivateIQ is an incentive compensation platform using AI to automate commission workflows. Businesses spent an exorbitant amount each year managing commission processes, so the company's no-code SaaS is a welcome overhaul for the sector.
CaptivateIQ's platform improves both the efficiency and accuracy of existing legacy processes, serving any type of organization that utilizes a performance-based compensation plan. The founding team has real experience with the cumbersome process of managing commission payments, which is why they chose to target this particular problem.
CaptivateIQ has been smart in building a more generic product, allowing it to attract big-name clients from different sectors. This broad customer acquisition, atop regular funding injections, has helped CaptivateIQ reach Unicorn status. The company continues to add to its offering, for example with the launch of its AI-powered payee experience in 2025.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-14% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jan 2022
$100m
SERIES C
Apr 2021
$46m
SERIES B
Total funding: $159.2m
Company benefits
- 100% of medical, dental, and vision covered including 75% for dependents 🇺🇸
- Unlimited vacation days and quarterly mental health days so you can recharge 🇺🇸
- $1,000 to explore your dream destination on your work anniversary 🇺🇸
- $500 annual professional development stipend to continue growing and learning 🇺🇸
- $500 home office stipend to decorate your home office 🇺🇸
- $1,000 caretaker stipend to make sure our parent colleagues are being supported 🇺🇸
- Virtual team lunches to keep you connected 🇺🇸
- 401k plan to participate in and save towards the future 🇺🇸
- Newest hardware and tools for the job 🇺🇸
- Employee Resource Groups (ERGs) to support and celebrate the shared identities and life experiences of communities within CaptivateIQ 🇺🇸
Company HQ
China Basin, San Francisco, CA
Leadership
Mark Schopmeyer
(Co-CEO & Co-founder)Former Investment Professional at Carrick Capital Partners and Finance and Strategy Manager at BrightRoll. Former Investment Banking Analyst at Jefferies & Company and Lehman Brothers. BA in Business Administration from Berkley School of Business.
Conway Teng
(Co-CEO & Co-founder)Former employee at Gusto in Finance and Business Operations. Previously Head of Growth at OrderAhead. Founder of FiveStars. Graduated from Berkley.
Hubert Wong
(Principal Engineer & Co-founder)Was CTO of the company for 6 years. Former Senior Software Engineer at Vungle, OpenTable and CoPilot Labs. BS in Electrical Engineering and Computer Science at Berkley.
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