Director, CX Systems & AI Transformation

United States Digital Space LLC; San Francisco (CA); On-site; USD 184,000 - 234,000; Full time

Job summary

United States Digital Space LLC is seeking a Director of CX Business Systems to lead our CX technology stack and a high-performing BSA/TPM team. You will define strategy, roadmap, and governance for CX systems across Expert/Professional Services, Customer Success, and Support functions.

You will partner with CX leadership to drive AI-enabled automation, build scalable data foundations, manage vendor relationships, and align with CX executive objectives to accelerate growth.

Qualifications

• Bachelor's degree or higher in IT, CS, Engineering, Business, or related field.
• 15+ years in Business Systems with 5+ years in CX leadership roles.
• Proven track record delivering large-scale CX technology initiatives.
• Experience with Salesforce Service Cloud / Customer Experience Cloud and CX tools.

Responsibilities

• Lead and develop a high-performing team of BSA and TPM, fostering innovation and collaboration.
• Define strategy, roadmap, development, ownership, and governance of CX business systems.
• Partner with CX leadership to drive AI adoption and automate CX workflows.
• Oversee vendor management, budgets, and cross-functional escalations with CX-Ops.
• Collaborate with Data Analytics and Growth Engineering to base CX on reliable data foundations.
• Own the CX technology transformation roadmap and platform rollouts.
• Lead work intake governance, OKR definition, feasibility, and capacity planning.

Skills

Leadership

CX systems

Strategy

Stakeholder management

AI in CX

Agile

Education

Bachelor's degree

MBA a plus

Tools

Salesforce

Gainsight

Certinia

RocketLane

SupportLogic

Job description

United States Digital Space LLC is seeking a Director of CX Business Systems to lead our CX technology stack and a high-performing BSA/TPM team. You will define strategy, roadmap, and governance for CX systems across Expert/Professional Services, Customer Success, and Support functions.

You will partner with CX leadership to drive AI-enabled automation, build scalable data foundations, manage vendor relationships, and align with CX executive objectives to accelerate growth.