Director, Customer Experience

We believe an athletic director's job is one of the most critical in a community: to shape the lives and experiences of student-athletes. But as we listened, we learned that with dwindling budgets and growing responsibilities, they’ve had no choice but to spend more time managing logistics than leading their teams and programs. After countless conversations, we gained a deep understanding of their challenges, from handling transactions to managing schedules and tracking results.

This insight was the catalyst for Bound. We created an all-in-one platform to give ADs back their time. With our OneSchedule Technology at its core, our platform integrates essential tools like Activity Registration, Tickets and Passes, and 20+ additional solutions. Today, Bound empowers schools across the country to manage every aspect of their athletics and activities, all within a single, unified solution.

We're not just a software company; we are a team made up of former athletic directors, administrators, coaches, parents, and fans. We all share one core belief: in the power of youth sports and activities to positively impact communities and the people who live in them.

The Customer Experience Director is responsible for leading and scaling Bound’s customer experience and success from onboarding to support to data quality and long term success.  This leader ensures that every school, district, and partner receives a consistent, high-quality experience that drives adoption, satisfaction, and long-term retention.

You will oversee three core teams:

• Customer Support & Customer Success
• Customer Onboarding
• Customer Data

This role blends strategic leadership with operational excellence. You’ll build systems, coach managers, and partner cross-functionally to ensure Bound delivers a world-class experience at scale.

• Develop and execute the long-term vision for Customer Experience across onboarding, support, experience and data operations.
• Lead, coach, and develop the Customer Support & Customer Success Manager, Customer Onboarding Manager, and Customer Data Manager.
• Build a unified CX strategy that ensures consistency, quality, and efficiency across all customer touchpoints.
• Partner with Product, Engineering, Sales, and Marketing to align customer insights with roadmap and go-to-market priorities.
• Own CX KPIs, including onboarding timelines, support SLAs, customer satisfaction, retention, and data accuracy.

• Ensure new customers experience a smooth, timely, and high-quality onboarding process.
• Standardize onboarding workflows, templates, communications, and success metrics.
• Support the Onboarding Manager in capacity planning, resource allocation, and continuous improvement.
• Identify opportunities to automate or streamline onboarding steps to reduce time-to-value.

• Oversee the Support Manager in delivering responsive, empathetic, and accurate support across all channels.
• Maintain and improve SLAs, escalation paths, and documentation standards.
• Implement quality assurance processes to ensure consistent support experiences.
• Drive initiatives that reduce inbound volume through self-service, product improvements, and proactive communication.

• Ensure the Data Manager and team maintain high standards for data accuracy, imports, integrations, and ongoing data health.
• Partner with Product and Engineering to improve data tooling, automation, and error-prevention systems.
• Oversee processes for school roster updates, data corrections, and large-scale data migrations.

• Serve as the voice of the customer across the organization, providing insights that shape product and operational decisions.
• Collaborate with Sales and Account Management to ensure smooth handoffs and consistent customer expectations.
• Work with Marketing and Product to develop customer-facing resources, documentation, and communication strategies.
• Partner closely with the AI & Automation function to identify automation opportunities, deploy AI-driven leverage across onboarding, support, and data operations, and measure what those investments actually deliver.

• Build scalable processes, playbooks, and systems that support Bound’s growth.
• Forecast team capacity and hiring needs as the customer base expands.
• Implement tools and reporting that give visibility into team performance and customer health.
• Lead continuous improvement initiatives across all CX functions.

• 10+ years of experience in Customer Experience, Customer Success, Support, or Operations roles, with at least 5 years managing managers. Experience leading multi-disciplinary teams (support, onboarding, operations, or data).
• Strong operational mindset with a track record of building scalable processes.
• Excellent communication, coaching, and cross-functional leadership skills.
• Ability to balance strategic thinking with hands-on execution.
• Demonstrated ability to make decisions and hold timelines under pressure, including when consensus isn’t available.

• B2B SaaS experience in education, EdTech, or adjacent industries serving schools or government customers.
• Experience with B2B2C customer models, where the customer is an institution and the end user is a different population.
• Experience integrating AI or automation into a customer operations function.
• Experience leading a function through seasonal demand cycles.
• Familiarity with K-12 athletics, activities, or education-sector customers.

• Prolonged periods of sitting and working at a computer.
• Occasional lifting up to 20 lbs.
• Up to 20–30% travel for customer visits, conferences, and team meetings.

• You move with conviction. You make timely calls with incomplete information, distinguish reversible decisions from irreversible ones, and know that slow decisions carry their own cost.
• You operate at multiple altitudes. You’re equally at home in a strategic conversation about what this function needs to look like a year from now and in the weeds of a single school’s onboarding. You know which altitude the moment calls for.
• You set the standard and hold it. You give direct feedback, expect clear commitments, and treat accountability as respect for your team—not a tax on them. Hard conversations don’t get postponed.
• You’re a real learn-it-all. You actively seek out operators ahead of you on the curve, come prepared with questions, and change the way you work when the evidence warrants it. “We’re unique” is never your default—“what can I take from this?” is.
• You build for the season. Bound’s customer year has peaks and quieter periods. You build for the peaks without burning out the team across the year, and you use the quiet to invest in structure, hiring, and continuous improvement.

Bound does not operate on a traditional “routine” workweek. When work needs to be done, we collaborate to get it done — whether that’s in the morning, afternoon, evening, or occasionally on weekends.

At the same time, Bound supports flexibility for personal needs, family events, appointments, and time to recharge. Employees are trusted to manage their schedules while meeting deadlines and delivering high‑quality work.

Bound supports in-office, remote and hybrid work, depending on the role. Some roles may require on‑site presence depending on team needs and responsibilities. Location expectations for this role: Hybrid / Ames, IA