Director, Customer Experience Operations

Paperless Parts; Boston (MA); On-site; USD 163,000 - 220,000; Full time

Benefits offered by this job

Health, dental & vision coverage for 1

Unlimited PTO

13+ paid holidays

Wellness stipend

Pre-tax Commuter Benefits

401(k) plan

Employee recognition program

Job summary

Paperless Parts is seeking a Director of Customer Experience Operations to build and scale the operational foundation supporting our Professional Services, Customer Success, Support, and Managed Services teams. You will own strategy, analytics, capacity planning, and the technical stack to enable predictable growth and exceptional customer outcomes.

In this high-impact role you will bridge Sales, Finance, Product, and CX leadership, turning operational data into actionable strategies that drive

Qualifications

• Operations leadership in a fast-growing B2B SaaS or tech environment.
• Experience linking forecasting to delivery capacity.
• Strong analytics and executive-level metrics presentation.
• Ability to influence Sales, Finance and Product across the org.
• Proven accountability for CX team performance.

Responsibilities

• Build scalable operating models and business rhythms across CX.
• Lead workforce planning, utilization tracking, and capacity forecasting.
• Own CX reporting across operational, delivery, and financial metrics.
• Optimize PSA, CRM, and Support systems with AI-driven workflows.
• Partner with Sales, Finance, Product, and Business Operations.
• Lead through influence to establish process accountability.

Skills

Operations leadership

Capacity management

Executive analytics

Cross-functional alignment

Team leadership

Tools

PSA

CSP

ServiceCloud

BI platforms

Job description

Director, Customer Experience Operations

Paperless Parts is the SaaS-based intelligence layer for modern manufacturing, enabling our customers to innovate faster in the physical world. From rockets to medical devices, we power the parts that move the world forward.

Reports To: SVP of Customer Experience

Employment Type: Full-Time

Travel: N/A

This position requires activities that are subject to US Export Control Laws and require US Citizenship or Green Card Holder.

The Opportunity

Paperless Parts is seeking a Director of Customer Experience Operations to build and scale the operational foundation supporting our Professional Services, Customer Success, Support, and Managed Services teams. You will own the strategy, analytics, capacity planning, and technical stack that enable predictable growth and exceptional customer outcomes across our delivery functions.

In this high-impact leadership role, you will act as the operational bridge between Sales, Finance, Product, and CX leadership. By pairing strong analytical capabilities with execution-focused leadership, you will turn operational data into actionable strategies that drive capacity, customer retention, and functional consistency across the entire CX organization.

What Success Looks Like (First 6–12 Months)

• Capacity & Utilization Accuracy: Build and deploy a resource and capacity forecasting model that accurately aligns sales bookings with delivery capabilities within 90 days.
• BI & Executive Reporting: Standardize CX metric tracking to deliver executive- and board-level dashboards that clearly identify performance trends, delivery risks, and revenue opportunities.
• Tool Stack Integration: Streamline our PSA and CRM workflows to increase data quality and automated process adoption across all CX frontline teams by 20%.

Key Responsibilities

• Operational Strategy & Execution: Build and continuously refine scalable operating models, business rhythms, and execution consistency across all CX teams, leveraging AI to enhance process efficiency.
• Resource & Capacity Planning: Lead workforce planning, utilization tracking, backlog management, and services forecasting by linking Sales pipelines to delivery capacity.
• Analytics & Business Intelligence: Own CX reporting across operational, delivery, and financial metrics, utilizing AI-driven tools to provide executive leadership with root-cause analysis and actionable recommendations.
• Systems & Process Excellence: Optimize and scale core technology platforms (PSA, CRM, Support systems) through AI automation, workflow integration, and rigorous data quality standards.
• Cross-Functional Partnering: Serve as the strategic operating partner to Sales, Finance, Product, and Business Operations while driving alignment on company-wide priorities.
• Team Leadership & Accountability: Lead through influence to establish process adherence and operational accountability across frontline CX teams.

Core Requirements

• Operations Leadership: Demonstrated track record scaling customer success, professional services, revenue, or business operations within a fast-growing B2B SaaS or technology environment.
• Resource & Capacity Management: Advanced expertise managing services forecasting, backlog analysis, utilization, and capacity modeling linked to sales forecasts.
• Executive Analytics: Strong financial and analytical acumen with experience presenting operational metrics, risks, and strategic initiatives to executive teams.
• Cross-Functional Alignment: Proven ability to influence and collaborate across Sales, Finance, and Product departments while driving accountability.

Preferred Qualifications

• Systems Mastery: Hands-on experience implementing, configuring, or optimizing enterprise tools like PSA, CSP, ServiceCloud, and other Customer Success or BI platforms.
• Process Optimization & AI: Demonstrated success driving tool adoption and designing automated, standardized workflows for frontline teams using modern software and AI tools.

Salary range:

$163,000 - $220,000 + bonus & equity

The job posting range is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, performance, sales or revenue-based metrics, and business or organizational needs.

Paperless Parts Life

Culture: At Paperless Parts, we value intentionality, persistence and relationships. We live and breathe these values every day. As a fast-growing company, we’re continually improving what we’ve built while still building from the ground up.

Boston Office: Our office is full of energy; people regularly collaborate to solve complex problems. We recognize that people work well in different environments and have intentionally designed our office to provide collaborative spaces and quiet focus areas. Our height-adjustable desks are set up with additional monitors, and employees are provided with the latest Apple technology to support productivity.

Our headquarters is located in downtown Boston, MA and easily accessible to most transit routes (Red/Blue/Orange/Green Line/South Station/North Station).

Encinitas Office: Our California office is our newest office which seats our West Coast sales team. The office has an open floor plan with several conference rooms to encourage collaboration with your colleagues in California and TV's to connect with those sitting in Boston or remotely. The office is walking distance from Downtown Encinitas, the Coaster train stop, and tons of activities on the 101.

Benefits: We value you and your family. With this in mind, full-time employees are provided:

• 100% coverage of health, dental, and vision for you and your dependent
• Competitive compensation philosophy
• Unlimited PTO
• 13+ paid holidays
• Company-sponsored wellness stipend
• Pre-tax Commuter and FSA/Dependent Care FSA
• 401(k) plan
• Employee recognition program

Responsible for adherence to all security and privacy requirements, rules and regulations and implement as required.

Paperless Parts is committed to cultivating an equitable, inclusive, and supportive environment for all employees. We believe this environment creates a safe space for employees to share their experiences, brainstorm ideas, and grow their careers. Paperless Parts is an Equal Opportunity & Affimative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Public burden statement: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Our hiring process uses AI tools to assist with candidate screening and assessment. These tools are designed to enhance human judgment, not replace it. By streamlining the initial steps, AI allows our recruiting team to spend more time focusing on meaningful candidate connections. If we think you are a good fit for this role, a member of our team will reach out directly to guide you through the interview process. To learn more about how we use these tools and how your data is protected, please review our [Learn More] page.