CX Strategy & Operations Leader - AI-Powered Health Signals

TrulyHired; United States; Hybride; USD 180 000 - 240 000; Plein temps

Avantages offerts par ce poste

Ownership program

Flexible work culture

Generous time off

Wellness programs

Tuition reimbursement

Résumé du poste

Instructure is seeking a Director of CX Strategy and Operations to lead the function that measures customer value and risk across Customer Success, Professional Services, Support, and Community. You will transform signals into a trusted health view, leverage AI, and ensure executives have a clear read on customer health.

You will collaborate with Revenue Ops, Sales, Product, Data Science, Finance, IT, and Security to drive value realization and improve retention across the customer lifecycle.

Qualifications

• 10+ years in operations, strategy, or analytics, with CX/Ops leadership in B2B SaaS.
• Strong data fluency and ability to work with SQL/BI tools.
• Experience leading cross-functional teams across CS, PS, Support, and Community.
• Proven track record building customer health models and driving retention.

Responsabilités

• Design, build, and own a single customer health score and sub-scores across CX teams.
• Incorporate product adoption, onboarding, services, and sentiment data into health metrics.
• Lead AI and automation efforts to improve customer health and retention.
• Own CX dashboard and weekly leadership reporting with cross-functional partners.
• Define operating rhythm, coverage models, and SOPs for CX and commercial teams.
• Lead, develop, and grow the CX operations, systems, and insights team.

Connaissances

CX strategy

B2B SaaS

Data fluency

SQL

BI tools

Leadership

Communication

Outils

CRM systems

Product analytics tools

BI tools

Description du poste

Instructure is seeking a Director of CX Strategy and Operations to lead the function that measures customer value and risk across Customer Success, Professional Services, Support, and Community. You will transform signals into a trusted health view, leverage AI, and ensure executives have a clear read on customer health.

You will collaborate with Revenue Ops, Sales, Product, Data Science, Finance, IT, and Security to drive value realization and improve retention across the customer lifecycle.