Director, CX Ops & Capacity Planning

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

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