Client Experience Strategy & Operations Director

For over 25 years, Doxim has helped organizations transform the way they deliver critical communications through innovative technology, secure omnichannel solutions, and an unwavering commitment to excellence. Today, we proudly support more than 1,500 clients across a variety of industries, helping businesses communicate more effectively and create stronger customer experiences. What truly sets us apart is our people. We are building a culture where fresh ideas are welcomed, growth is encouraged, and employees are empowered to take on meaningful challenges, make a real impact, and help shape the future of customer communications.

We’re looking for a Client Experience Strategy and Operations Director to help shape how we measure, understand, and continuously improve the client experience. Reporting to the SVP of Client Experience, this highly visible individual contributor will lead CX reporting, client health and satisfaction measurement, churn prediction, and client communication enablement, leveraging Salesforce and Pardot to turn data into meaningful, actionable insights.

If you are seeking to elevate your career and join a team that is pioneering tech-enabled solutions, we would be delighted to meet you.

• Develop consistent, compliant client communication standards across Client Service and Client Experience, ensuring messaging is timely, accurate, and aligned with client expectations.
• Partner with Sales, Marketing, and CX leadership to align messaging, reporting cadence, QBRs, and executive communications.

• Develop and refine client health, satisfaction, and churn models using operational, engagement, and financial data to identify risk and support proactive intervention.
• Standardize measurement of client sentiment, value realization, and account health, translating insights into actionable recommendations for CX and Sales teams.

• Create executive-ready Salesforce dashboards that provide centralized visibility into client health, service performance, capacity, resource utilization, and retention trends.
• Ensure reporting supports internal decision-making and client-facing needs while promoting data integrity and consistent use of Salesforce and Pardot.

• Monitor workload, productivity, resource utilization, and capacity to evaluate operational performance and CX's impact on retention, growth, and client satisfaction.
• Identify workflow and service delivery inefficiencies and lead improvements that enhance scalability, quality, and compliance.

• Develop standardized training, documentation, and processes that improve consistency, efficiency, and effectiveness across Client Service and Client Experience.
• Establish success metrics and drive adoption of process improvements and best practices through structured change management.

• Evaluate and implement AI solutions that improve reporting, predictive analytics, workflow automation, client insights, and service efficiency.
• Partner with Technology, Product, and Compliance to ensure AI capabilities are implemented securely, responsibly, and in accordance with regulatory requirements.

• Serve as a strategic partner across Client Experience, Sales, Marketing, Finance, Operations, Technology, and Compliance to strengthen alignment and execution.
• Establish clear governance and accountability while providing leadership with data-driven insights into performance, risks, and opportunities.

• Strong problem-solving and critical thinking abilities
• Detail-oriented
• Strong oral and written communication, and presentation skills
• Operational rigor and accountability
• Strategic thinking with strong execution discipline
• Ability to influence and align cross-functional stakeholders
• Comfort operating in fast paced, high-complexity environments

Proficient knowledge and experience with:  

• MS Office 
• Sales Engagement tools
• CRM/SLA Management Systems (Salesforce preferred)
• B2B Marketing Automation Software

• Bachelor’s degree in Business Administration or a related field.
• 8–12 years of relevant experience in client experience operations, analytics, professional services, or a related field.
• Self-motivated and able to work effectively in a remote environment.
• Hands-on experience with Salesforce and Pardot, including dashboards, reporting, workflow alignment, and operational enablement.
• Demonstrated success in developing client health, satisfaction, and churn measurement frameworks.
• Strong experience in operational reporting, workforce analytics, and performance measurement.
• Proven ability to translate complex data into clear, actionable insights for executives and clients.