Director, Customer Experience & AI Strategy

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

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.