Director, Customer Experience — AI-Driven & Scalable

Make Choteau Home; Bozeman (MT); On-site; USD 126,000 - 157,000; Full time

Benefits offered by this job

Annual bonus

Equity/grant options

Health benefits

Paid parental leave

401k matching

Outdoor adventures

Get Out, Get Active funds

Flexible time away

Job summary

onX is seeking a Director, Customer Experience to elevate the 40-person CX team into a world-class product differentiator as we scale. The role reports to the COO and encompasses delivery, systems, insights, and self-service experiences.

You will lead operations, develop leaders, define a CX strategy with AI integration, and collaborate with Product Management and Engineering to translate customer feedback into actionable roadmap priorities.

Qualifications

• Minimum of eight years of experience in customer experience, customer support, or customer operations roles.
• 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 US 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: Own support delivery operations, 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 in ways that drive continuously improving 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, and ensure 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.

Skills

Customer experience

Team leadership

AI-enabled workflows

CX platforms

Data analytics

Cross-functional collaboration

Strategic thinking

Communication

Problem solving

Curiosity about AI

Education

Bachelor’s degree or equivalent

Tools

CX platforms

Analytics tools

Job description

onX is seeking a Director, Customer Experience to elevate the 40-person CX team into a world-class product differentiator as we scale. The role reports to the COO and encompasses delivery, systems, insights, and self-service experiences.

You will lead operations, develop leaders, define a CX strategy with AI integration, and collaborate with Product Management and Engineering to translate customer feedback into actionable roadmap priorities.