Director, Customer Experience

onXmaps, Inc.; Seattle (WA); On-site; USD 126,000 - 171,000; Full time

Benefits offered by this job

Competitive salaries

Annual bonus up to 10%

Equity options

Health benefits

401(k) matching

Relocation assistance

Outdoor company culture

Job summary

onXmaps, Inc. is seeking a Director of Customer Experience to lead and elevate a 40-person CX organization as a strategic product differentiator while we scale our outdoor-centric products.

The role reports to the COO and focuses on operations, strategy, and customer insight, with emphasis on AI-enabled workflows, platform selection, and cross-functional collaboration across Product, Engineering, and Marketing.

Qualifications

• Minimum of eight years of experience in customer experience, customer support, or customer operations roles, preferably in consumer technology or digital product companies.
• At least five years of experience leading and developing teams in fast-paced, high-growth environments.
• Bachelor’s degree or equivalent professional experience.
• Experience building scalable customer support operations that balance human expertise with automation and AI-enabled workflows.
• Demonstrated experience integrating customer support data with broader business systems and analytics platforms.
• Experience partnering closely with Product Management and Engineering teams to influence product improvements and roadmap priorities.
• Broad experience with customer support platforms and CX technology ecosystems, including experience leading major system implementations or migrations.
• Strong analytical thinking and comfort working with customer data to identify trends, insights, and opportunities for improvement.
• Exceptional communication and relationship-building skills with the ability to influence cross-functional teams without direct authority.
• A strong curiosity for exploring new technologies, including AI.
• A shared passion for and ability to demonstrate onX’s Company Values.
• Permanent U.S. work authorization is a condition of employment with onX.
• Ability to travel quarterly or multiple days to a corporate office or other onX strategic location, such as a Basecamp.

Responsibilities

• Lead CX Operations and Team Development, defining staffing models, queue management, performance metrics, and seasonal readiness.
• Develop leaders and team members across the CX organization, creating growth pathways and a strong operational culture.
• Drive CX Strategy and AI-enabled innovation, aligning CX with company priorities and guiding platform/tool evolution and system migrations.
• Embed Customer Insight across the business by partnering with Product Management, Engineering, Data, and other teams to translate feedback into actionable roadmap priorities.

Skills

Leadership

Customer experience

Team development

AI & automation

Cross-functional collaboration

Data analytics

Stakeholder management

Education

Bachelor's degree or equivalent

Tools

CX platforms

Job description

About OnX

We’re a team of builders, adventurers, and risk takers using technology to help people confidently explore the outdoors. Driven by our mission to awaken the adventurer inside everyone, we build products that optimize every outdoor experience and inspire confidence to get out and go further.

About This Opportunity

OnX is seeking a Director, Customer Experience to lead and evolve our 40-person Customer Experience (CX) organization into a world-class product differentiator as we scale our products. This role oversees all CX functions, supporting delivery, systems, customer insights, and self-service experiences, and reports to the COO.

Responsibilities

• Lead CX Operations and Team Development
  • Own support delivery operations, including staffing models, queue management, performance metrics, and seasonal readiness
  • Develop leaders and team members across the CX organization, creating clear growth pathways and a strong operational culture
• Drive CX Strategy and AI-Enabled Innovation
  • Develop and execute a CX strategy aligned with company priorities, investing in AI and automation to deliver exceptional guide-alongside support while improving customer satisfaction, retention, and operational efficiency
  • Own the selection and evolution of CX platforms and tools, evaluating new technologies, leading system migrations, and ensuring team culture and goals deploy those technologies to continuously improve customer experiences
• Embed Customer Insight Across the Business
  • Build strong partnerships with Product Management and Engineering to translate customer feedback into actionable product insights that shape roadmap priorities
  • Partner with Data and Engineering to integrate CX data with broader company systems, ensuring customer sentiment and contact trends surface emerging issues across the organization
  • Engage vertical and functional teams to contribute to a deeper shared understanding of onX customers and potential customers; champion CX insights company-wide to inform decisions around product investment, marketing, and customer engagement

Qualifications

• Minimum of eight years of experience in customer experience, customer support, or customer operations roles, preferably in consumer technology or digital product companies.
• At least five years of experience leading and developing teams in fast-paced, high-growth environments.
• Bachelor’s degree or equivalent professional experience.
• Experience building scalable customer support operations that balance human expertise with automation and AI-enabled workflows.
• Demonstrated experience integrating customer support data with broader business systems and analytics platforms.
• Experience partnering closely with Product Management and Engineering teams to influence product improvements and roadmap priorities.
• Broad experience with customer support platforms and CX technology ecosystems, including experience leading major system implementations or migrations.
• Strong analytical thinking and comfort working with customer data to identify trends, insights, and opportunities for improvement.
• Exceptional communication and relationship-building skills with the ability to influence cross-functional teams without direct authority.
• A strong curiosity for exploring new technologies, including AI.
• A shared passion for and ability to demonstrate onX’s Company Values.
• Permanent U.S. work authorization is a condition of employment with onX.
• Ability to travel quarterly or multiple days to a corporate office or other onX strategic location, such as a Basecamp.

Preferred Additional Experience (Bonuses)

• Experience leading CX transformation initiatives in high-growth consumer app or subscription businesses
• Experience integrating CX data with product usage or customer lifecycle data
• Experience working in companies serving customers with a wide range of technical familiarity
• Passion for outdoor recreation and familiarity with onX products

Location

This position is ideally based in Missoula, Montana, with a strong preference for candidates who reside in the area or are willing to relocate. Regular in‑person collaboration is important for this role, and OnX offers relocation assistance to support a move to Missoula. We will also consider highly qualified candidates located in other established Basecamp locations; candidates based outside of Missoula will be expected to travel to Missoula for one week each month.

Compensation

Applicants can expect to make between $126,000 to $171,000 upon hire. The pay range will vary based on experience, skills, certifications, and education among other factors as required in the job description. Full‑time OnX employees are eligible for a grant of common share options with a vesting schedule and a potential annual bonus of 10% based on company performance.

Benefits

• Competitive salaries, annual bonuses, equity, and opportunities for growth
• Comprehensive health benefits, including a no‑monthly‑cost medical plan
• Paid parental leave of 13 weeks for birthing parents and 5 weeks for non‑birthing parents
• 401(k) matching at 100% for the first 3% you save and 50% from 3-5%
• Company‑wide outdoor adventures and industry perks
• Annual “Get Out, Get Active” funds to fuel your active lifestyle
• Flexible time‑away package that includes PTO, STO, VTO, and paid holidays

EEO Statement

At OnX, we believe that unique perspectives make us stronger. We are an equal‑opportunity employer and are committed to fairness not only in hiring, but also in development, compensation, and promotion. Our goal is to build an inclusive community where every team member can show up authentically and thrive.