Senior Director - Customer Experience Operations

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Instructure

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education • learning management system • software as a service • education platform • employee engagement

1001 - 5000

Description

• At Instructure, we believe in the power of people to grow and succeed throughout their lives. • Our mission is to amplify that potential by developing intuitive products that simplify learning, foster meaningful relationships, and inspire individuals to advance in their education and careers. • As the Senior Director of Customer Experience Operations, you will be the strategic partner and point person for the Chief Customer Officer. • Lead process, systems, and business intelligence strategy and execution across four areas of our Customer Experience (CX) organization: Customer Success Management, Professional Services, Renewal Management, and Voice of Customer. • In addition to streamlining CX operations, you'll maintain a business-development perspective, identify growth opportunities and collaborate cross-functionally to drive innovation across the organization.

Requirements

• Minimum of 5 years as a Customer Success Operations Manager or similar Operations role. • 10+ years of Operations experience overall. • 7+ years of experience in Customer Success, Coaching, or Training. • Proven expertise in Customer Experience operations, business analysis, and program management. • Hands-on experience with Customer Relationship Management (CRM) tools and Success Tools (e.g., Gainsight, ChurnZero). • Experience implementing and iterating upon Customer Success Platforms. • Extensive experience leading Operations teams, including employee management. • Strong passion for driving growth through technology, process, and innovation. • Proven ability to manage relationships with senior and executive stakeholders. • Ability to partner with leadership in Product, Revenue, and Marketing to drive growth. • Strong understanding of customer success methodologies and best practices. • Experience with programmatic execution in customer success. • Strong understanding of renewal operations and methodologies and best practices. • Understanding of Renewals forecasting and long range planning. • Ability to manage complex projects and execute customer experience initiatives. • Experience in programmatic execution and program management. • Strong communication skills, especially with executive-level stakeholders. • Proven experience in presenting reports and data insights. • Outstanding networking and relationship management skills. • Ability to work independently and collaboratively in a fast-paced environment. • Proven ability to partner across departments and functions. • Excellent problem-solving skills. • Ability to proactively address challenges and adapt in a fast-paced environment. • Commitment to continuous improvement and innovation in processes and customer success practices.

Benefits

• 401k with company match • HSA program, vision, voluntary life, and AD&D • Tuition reimbursement • Lifestyle Spending Account • Paid time off, 11 paid holidays, and flexible work schedules • Motivosity - employee recognition program