Director, CX Strategy and Operations (Fully Remote)

Instructure; United States; À distance; USD 150 000 - 210 000; Plein temps

Résumé du poste

Instructure, Inc. is looking for a seasoned CX leader to design, build, and run an account-level customer health score, integrating product adoption, onboarding, services, support, sentiment, and community signals.

You will own the CX dashboard with leading and lagging indicators for executives, measure value realization, and translate survey and support data into strategic insights that shape roadmaps. The role also includes leading the CX operating cadence, defining coverage models, and

Responsabilités

• Own the account-level customer health score, bringing product adoption, onboarding, services, support, sentiment, and community signals into the score.
• Lead service design and automation work so AI across Support, Services, and Customer Success ties to customer health.
• Own CX dashboard with leading and lagging indicators for the leadership team and measure value realization including time to first value and adoption depth.
• Run the CX operating cadence with planning, performance reviews, and cross-functional CX operations council; define coverage models and capacity plans.
• Represent CX in product enhancement requests and roadmap conversations.

Description du poste

• Design, build, and run one account-level customer health score, with each CX team owning a sub-score.
• Bring product adoption, onboarding, services, support, sentiment, and community signals into the score.
• Measure signal accuracy and feed risk and expansion signals into the company forecast.

AI and Automation:

• Lead service design and automation work so agentic AI across Support, Services, and Customer Success ties to customer health.
• Set the bar for AI investments: they must show up in customer health and retention, not just efficiency.
• Bring signal from AI conversations, call recordings, and product usage into one view of trends.

Measurement and Insight:

• Own the CX dashboard with leading and lagging indicators for the leadership team.
• Measure value realization including time to first value, adoption depth, and documented outcomes.
• Turn customer survey and support data into insights that shape the roadmap and priorities.

Operating Rhythm and Partnership:

• Run the CX operating cadence including planning, performance reviews, and a cross-functional CX operations council.
• Define coverage models and capacity plans for Customer Success and Professional Services.
• Represent CX in product enhancement requests and roadmap conversations.

Instructure

Instructure creates intuitive products that simplify learning and personal development. The company is a mid-to-large organization with a culture that empowers smart, creative people to build exceptional solutions.