Director, Customer Experience (CX) Operations

Overview

UPSTACK is the leading full-service technology advisory firm, transforming how businesses design, source, implement, support, and optimize IT infrastructure. Clients benefit from decades of expertise, enhanced support, and UPSTACK’s proprietary technology—delivering faster deployments, cost savings, and streamlined access to critical solutions.

• Hire and manage CX Enablement resources as required. 
• Contribute to training materials, onboarding programs, and enablement assets aligned to CX playbooks and quality standards. 
• Establish structured feedback mechanisms to surface frontline insights and continuously refine operations. 
• Support AI-augmentation readiness by ensuring CX data capture is structured, consistent, and suitable for AI-enabled use cases. 

Education

• Bachelor’s degree in Business, Operations, Information Systems, Analytics, or a related field required. 

Required Qualifications

• 5-10 years of proven experience building and operationalizing Customer Experience (CX), Customer Success, or Revenue Operations functions in B2B or SaaS environments.
• Demonstrated ability to design and implement end-to-end operational workflows across people, process, data, and technology.
• Strong experience defining and implementing performance measurement frameworks, including establishing baselines, targets, and reporting used by leadership.
• Hands-on experience driving technology adoption and embedding tools into daily workflows, including training design and usage tracking.
• Deep understanding of Salesforce data models, governance, and reporting, with experience working across multiple integrated platforms.
• Experience developing CX quality metrics, capacity models, and performance management systems.
• Track record of improving data quality and instituting governance and accountability mechanisms for data capture and process adherence.
• Ability to lead cross-functional initiatives and manage dependencies across teams such as Sales, Product & Data, Marketing, and Operations without direct authority.
• Strong analytical and quantitative skills, including dashboard creation, KPI definition, and performance analysis.
• Excellent written and verbal communication skills, with the ability to translate complex operational concepts into clear, actionable guidance.
• Demonstrated ability to drive measurable behavioral change—not just implement systems or processes.
• Ability to operate effectively in ambiguous, fast-paced, or high-growth environments while balancing strategic planning and tactical execution.

Additional Requirements

• Experience standardizing CX or revenue operations across organizations that have grown through acquisition or multiple legacy systems.
• Experience building onboarding, enablement programs, and continuous training frameworks tied to playbooks, tools, and quality standards.
• Familiarity with AI-augmented operations, including defining use cases, enabling structured data capture, and partnering on pilot implementations.
• Experience supporting or enabling attribution models through high-quality data capture and outcome tracking (even if not owning attribution directly).
• Proven experience building infrastructure for expansion and cross-sell motions (e.g., account scoring, trigger-based workflows, CX-to-Sales handoffs).
• Experience designing and implementing cross-functional operating models, including pre-sales to post-sales handoffs with measurable quality standards.
• Background working in environments where CX is directly tied to revenue growth, retention, and expansion (not solely support or service optimization).
• Experience working across multiple CX and revenue tech platforms (e.g., Salesforce, Gong, customer portals, AI tools), demonstrating strong systems thinking beyond a single platform.
• Experience contributing to or supporting change management initiatives in post-acquisition or high-growth environment.

Salary Range

Employees new to UPSTACK typically come in at the start of the pay range. UPSTACK focuses on providing a simple and transparent pay structure, which is based on a variety of factors, including location, experience, and job-related skills. 

The salary range for this role is $150,000.00 to $165,000.00.

Closing

UPSTACK is an Equal Opportunity Employer and does not discriminate based on race, gender, ethnicity, religion, national origin, age, disability, veteran status, gender identity/expression, sexual orientation, or on any other basis prohibited by law. Consistent with applicable state and local law, UPSTACK will consider employment for all qualified applicants.

UPSTACK is committed to providing reasonable accommodations to individuals with disabilities as required by applicable law. Accommodations may include adjustments to the application, interview, or assessment process, as well as modifications to the work environment or job duties to enable individuals to perform the essential functions of the role. Requests for accommodations will be evaluated on a case-by-case basis and provided unless they impose an undue hardship on the organization.

At this time, UPSTACK will not sponsor a new applicant for employment authorization for this position.

We endeavor to make the application process accessible to all applicants. If you would like to contact us regarding accessibility and/or need assistance completing the application process, please contact us at recruiting@upstack.com.