Director of Customer Experience Operations
Blue Lake Consulting Group, Austin, TX, United States
On behalf of our client, an emerging technology developer with a mission to revolutionize how professionals create and present project timelines, we are seeking a
Director of Customer Experience Operations
to design, build, and scale the systems behind a great customer experience across a growing, multi-product SaaS portfolio. Reporting to the VP of Growth, this position is a hands‑on, systems‑first builder role with direct leadership and team enablement responsibility. The role is centered on Voice of the Customer and continuous improvement of core customer‑facing systems, including Support Operations and low‑touch, high‑scale onboarding.
Job Location:
Austin, TX highly preferred (flexible for exceptional remote candidates).
WHAT YOU WILL OWN: Support Operations (Primary Focus)
Design and scale support workflows, SLAs, and escalation models
Optimize tooling (Front, JIRA, Zendesk or alternatives)
Improve bug intake quality and engineering handoffs
Introduce automation and lightweight QA where it genuinely helps
Support CX integration for newly acquired products
Voice of the Customer (Co‑Primary Focus)
Own the end‑to‑end VOC system across channels and tools with Enterpret as the core platform
Oversee VOC platforms and workflows, ensuring strong governance, taxonomy, and signal integrity
Establish regular VOC reporting used by Product, Engineering, and leadership
Make customer feedback actionable—not just loud
Onboarding
Design and evolve the systems that support low‑touch, high‑scale onboarding aimed at reducing churn
Use VOC and support signals to identify onboarding friction, activation gaps, and early churn risk
Partner with Product, Product Marketing, and Sales to align onboarding systems with customer expectations and use cases
Help shape onboarding journeys, in‑app guidance, and customer communications through system design rather than hands‑on execution
Help shape onboarding journeys, in‑app guidance, and customer communications through system design rather than hands‑on execution
Provide hands‑on leadership and day‑to‑day guidance to a small Customer Success team operating within defined systems and workflow
Maintain operational stability while improving CX systems and workflows in parallel
Set clear standards for quality, tooling usage, and decision‑making in a low‑touch, asynchronous environment
Enable professional growth, prioritization, consistency, and accountability through coaching, examples, and system design rather than hierarchy
Later (Lower Priority):
Design a lightweight community layer once the foundations are solid
WHAT THIS ROLE IS NOT:
Not direct revenue ownership or quota‑carrying responsibility
Not enterprise account management or high‑touch, white‑glove onboarding
Not sole ownership of churn outcomes (the role designs systems and signals that influence churn in partnership with Product, Marketing, and Sales)
Not a large‑organization leadership role (this is a player‑coach role focused on leadership and enablement rather than hierarchical management)
EXPERIENCE & COMPETENCIES:
5+ years in Support Ops, CX Ops, or Customer Experience leadership in SaaS
Experience managing frontline Customer Success and/or Support teams in low‑touch, high‑scale environments
Experience designing and improving customer‑facing systems that influence churn at scale (e.g., VOC, onboarding, activation flows, support)
Comfortable influencing Product and Engineering without formal authority
Experience operating in product‑led growth environments, with a strong understanding of how Customer Success influences activation, adoption, and churn
Familiarity with CX and support tooling (e.g., Front, Zendesk, Notion, Zapier, HubSpot, Enterpret, analytics tools)
Exposure to automation, AI‑assisted workflows, or data‑informed CX environments
WHAT SUCCESS LOOKS LIKE (first 6‑12 months):
A high‑signal VOC system, with Enterpret actively used by Product, Engineering, and leadership to inform decisions
Improved customer experience across support and low‑touch onboarding systems, with measurable reduction in friction and early‑life churn
Clear, trusted CX signals flowing into Product, Marketing, and Sales decision‑making
More efficient, scalable support operations that reduce manual effort without sacrificing quality
A durable CX operating model that supports new products, acquisitions, and continued growth
WHY JOIN US:
A passionate, remote‑first team of problem solvers who value clarity, creativity, and real impact
A culture rooted in collaboration, humor, and shared success (we mean it)
The opportunity to shape the customer experience for a growing, multi‑product company
Flexibility, autonomy, and the chance to work on meaningful challenges every day
Competitive salary and benefits, including unlimited PTO
#J-18808-Ljbffr
Director of Customer Experience Operations
to design, build, and scale the systems behind a great customer experience across a growing, multi-product SaaS portfolio. Reporting to the VP of Growth, this position is a hands‑on, systems‑first builder role with direct leadership and team enablement responsibility. The role is centered on Voice of the Customer and continuous improvement of core customer‑facing systems, including Support Operations and low‑touch, high‑scale onboarding.
Job Location:
Austin, TX highly preferred (flexible for exceptional remote candidates).
WHAT YOU WILL OWN: Support Operations (Primary Focus)
Design and scale support workflows, SLAs, and escalation models
Optimize tooling (Front, JIRA, Zendesk or alternatives)
Improve bug intake quality and engineering handoffs
Introduce automation and lightweight QA where it genuinely helps
Support CX integration for newly acquired products
Voice of the Customer (Co‑Primary Focus)
Own the end‑to‑end VOC system across channels and tools with Enterpret as the core platform
Oversee VOC platforms and workflows, ensuring strong governance, taxonomy, and signal integrity
Establish regular VOC reporting used by Product, Engineering, and leadership
Make customer feedback actionable—not just loud
Onboarding
Design and evolve the systems that support low‑touch, high‑scale onboarding aimed at reducing churn
Use VOC and support signals to identify onboarding friction, activation gaps, and early churn risk
Partner with Product, Product Marketing, and Sales to align onboarding systems with customer expectations and use cases
Help shape onboarding journeys, in‑app guidance, and customer communications through system design rather than hands‑on execution
Help shape onboarding journeys, in‑app guidance, and customer communications through system design rather than hands‑on execution
Provide hands‑on leadership and day‑to‑day guidance to a small Customer Success team operating within defined systems and workflow
Maintain operational stability while improving CX systems and workflows in parallel
Set clear standards for quality, tooling usage, and decision‑making in a low‑touch, asynchronous environment
Enable professional growth, prioritization, consistency, and accountability through coaching, examples, and system design rather than hierarchy
Later (Lower Priority):
Design a lightweight community layer once the foundations are solid
WHAT THIS ROLE IS NOT:
Not direct revenue ownership or quota‑carrying responsibility
Not enterprise account management or high‑touch, white‑glove onboarding
Not sole ownership of churn outcomes (the role designs systems and signals that influence churn in partnership with Product, Marketing, and Sales)
Not a large‑organization leadership role (this is a player‑coach role focused on leadership and enablement rather than hierarchical management)
EXPERIENCE & COMPETENCIES:
5+ years in Support Ops, CX Ops, or Customer Experience leadership in SaaS
Experience managing frontline Customer Success and/or Support teams in low‑touch, high‑scale environments
Experience designing and improving customer‑facing systems that influence churn at scale (e.g., VOC, onboarding, activation flows, support)
Comfortable influencing Product and Engineering without formal authority
Experience operating in product‑led growth environments, with a strong understanding of how Customer Success influences activation, adoption, and churn
Familiarity with CX and support tooling (e.g., Front, Zendesk, Notion, Zapier, HubSpot, Enterpret, analytics tools)
Exposure to automation, AI‑assisted workflows, or data‑informed CX environments
WHAT SUCCESS LOOKS LIKE (first 6‑12 months):
A high‑signal VOC system, with Enterpret actively used by Product, Engineering, and leadership to inform decisions
Improved customer experience across support and low‑touch onboarding systems, with measurable reduction in friction and early‑life churn
Clear, trusted CX signals flowing into Product, Marketing, and Sales decision‑making
More efficient, scalable support operations that reduce manual effort without sacrificing quality
A durable CX operating model that supports new products, acquisitions, and continued growth
WHY JOIN US:
A passionate, remote‑first team of problem solvers who value clarity, creativity, and real impact
A culture rooted in collaboration, humor, and shared success (we mean it)
The opportunity to shape the customer experience for a growing, multi‑product company
Flexibility, autonomy, and the chance to work on meaningful challenges every day
Competitive salary and benefits, including unlimited PTO
#J-18808-Ljbffr