Director, Customer Health & CX Operations

Instructure, Inc.; United States; Hybride; USD 150 000 - 210 000; Plein temps

Résumé du poste

Instructure is looking for a Director of CX Strategy and Operations to own signals, systems, and cadence across Customer Experience, including Customer Success, Professional Services, Support, and Community. You’ll turn product usage, service, and community signals into one trusted view of customer health and drive AI and automation to improve retention.

Reporting to the Chief Customer Officer, you’ll collaborate with Revenue Operations, Sales, Product, Data Science, and IT to align metrics with

Qualifications

• 10+ years in operations, strategy, or analytics.
• Experience leading customer success or CX operations.
• Proven ability to build health models predicting churn.
• Hands-on AI/automation experience with measurable results.
• Strong data fluency; SQL/BI tools comfortable.
• Experience with CS platforms, CRM, and product analytics tools.
• Leadership of managers and individual contributors.
• Clear, direct communication with executives.

Responsabilités

• Own CX signals, systems, and cadence across CX org.
• Turn usage data into trusted customer health view.
• Lead AI and automation initiatives to improve retention.
• Own CX dashboard and weekly leadership metrics.
• Define coverage models and SOPs across CX and commercial teams.

Connaissances

Operations leadership

CX strategy

Data fluency

Executive communication

Post-sale operations

Outils

CRM systems

Product analytics tools

Description du poste

Instructure is looking for a Director of CX Strategy and Operations to own signals, systems, and cadence across Customer Experience, including Customer Success, Professional Services, Support, and Community. You’ll turn product usage, service, and community signals into one trusted view of customer health and drive AI and automation to improve retention.

Reporting to the Chief Customer Officer, you’ll collaborate with Revenue Operations, Sales, Product, Data Science, and IT to align metrics with