Director of Customer Experience Operations

Blue Lake Consulting Group; Austin (TX); On-site; Full time

Benefits offered by this job

Unlimited PTO

Competitive salary and benefits

Remote-first team

Job summary

A growing technology developer seeks a Director of Customer Experience Operations to enhance customer experience across a multi-product SaaS portfolio. This hands-on role requires designing scalable support workflows and leading initiatives on Voice of the Customer and onboarding. Candidates should have relevant leadership experience in SaaS, a track record of improving customer-facing systems, and the ability to influence teams without formal authority. This position is based in Austin, TX, with flexibility for exceptional remote candidates.

Qualifications

• 5+ years in Support Ops or Customer Experience leadership in SaaS.
• Experience managing frontline Customer Success and Support teams.
• Comfortable influencing Product and Engineering without formal authority.

Responsibilities

• Design and scale support workflows, SLAs, and escalation models.
• Own the end-to-end VOC system across channels and tools.
• Design onboarding systems to reduce churn.

Skills

Support Operations

Customer Experience Leadership

SaaS Environments

Automation

Tools

Front

JIRA

Zendesk

Enterpret

Job description

On behalf of our client, an emerging technology developer with a mission to revolutionize how professionals create and present project timelines, we are seeking a Director of Customer Experience Operations to design, build, and scale the systems behind a great customer experience across a growing, multi-product SaaS portfolio. Reporting to the VP of Growth, this position is a hands‑on, systems‑first builder role with direct leadership and team enablement responsibility. The role is centered on Voice of the Customer and continuous improvement of core customer‑facing systems, including Support Operations and low‑touch, high‑scale onboarding.

Job Location: Austin, TX highly preferred (flexible for exceptional remote candidates).

WHAT YOU WILL OWN:

Support Operations (Primary Focus)

• Design and scale support workflows, SLAs, and escalation models
• Optimize tooling (Front, JIRA, Zendesk or alternatives)
• Improve bug intake quality and engineering handoffs
• Introduce automation and lightweight QA where it genuinely helps
• Support CX integration for newly acquired products

Voice of the Customer (Co‑Primary Focus)

• Own the end‑to‑end VOC system across channels and tools with Enterpret as the core platform
• Oversee VOC platforms and workflows, ensuring strong governance, taxonomy, and signal integrity
• Establish regular VOC reporting used by Product, Engineering, and leadership
• Make customer feedback actionable—not just loud

Onboarding

• Design and evolve the systems that support low‑touch, high‑scale onboarding aimed at reducing churn
• Use VOC and support signals to identify onboarding friction, activation gaps, and early churn risk
• Partner with Product, Product Marketing, and Sales to align onboarding systems with customer expectations and use cases
• Help shape onboarding journeys, in‑app guidance, and customer communications through system design rather than hands‑on execution
• Help shape onboarding journeys, in‑app guidance, and customer communications through system design rather than hands‑on execution
• Provide hands‑on leadership and day‑to‑day guidance to a small Customer Success team operating within defined systems and workflow
• Maintain operational stability while improving CX systems and workflows in parallel
• Set clear standards for quality, tooling usage, and decision‑making in a low‑touch, asynchronous environment
• Enable professional growth, prioritization, consistency, and accountability through coaching, examples, and system design rather than hierarchy

Later (Lower Priority):

• Design a lightweight community layer once the foundations are solid

WHAT THIS ROLE IS NOT:

• Not direct revenue ownership or quota‑carrying responsibility
• Not enterprise account management or high‑touch, white‑glove onboarding
• Not sole ownership of churn outcomes (the role designs systems and signals that influence churn in partnership with Product, Marketing, and Sales)
• Not a large‑organization leadership role (this is a player‑coach role focused on leadership and enablement rather than hierarchical management)

EXPERIENCE & COMPETENCIES:

• 5+ years in Support Ops, CX Ops, or Customer Experience leadership in SaaS
• Experience managing frontline Customer Success and/or Support teams in low‑touch, high‑scale environments
• Experience designing and improving customer‑facing systems that influence churn at scale (e.g., VOC, onboarding, activation flows, support)
• Comfortable influencing Product and Engineering without formal authority
• Experience operating in product‑led growth environments, with a strong understanding of how Customer Success influences activation, adoption, and churn
• Familiarity with CX and support tooling (e.g., Front, Zendesk, Notion, Zapier, HubSpot, Enterpret, analytics tools)
• Exposure to automation, AI‑assisted workflows, or data‑informed CX environments

WHAT SUCCESS LOOKS LIKE (first 6‑12 months):

• A high‑signal VOC system, with Enterpret actively used by Product, Engineering, and leadership to inform decisions
• Improved customer experience across support and low‑touch onboarding systems, with measurable reduction in friction and early‑life churn
• Clear, trusted CX signals flowing into Product, Marketing, and Sales decision‑making
• More efficient, scalable support operations that reduce manual effort without sacrificing quality
• A durable CX operating model that supports new products, acquisitions, and continued growth

WHY JOIN US:

• A passionate, remote‑first team of problem solvers who value clarity, creativity, and real impact
• A culture rooted in collaboration, humor, and shared success (we mean it)
• The opportunity to shape the customer experience for a growing, multi‑product company
• Flexibility, autonomy, and the chance to work on meaningful challenges every day
• Competitive salary and benefits, including unlimited PTO