Director of Customer Experience Operations

Assembly Software; United States; Remote; USD 150,000 - 250,000; Full time

Benefits offered by this job

Remote work

Health insurance

Disability coverage

401(k)

Flexible PTO

Parental leave

Employee Assistance Program

Job summary

Assembly Software is seeking a Director of Customer Experience Operations to unify Implementation, Support, Success, and Enablement into a single, metrics-driven Customer Experience Group. You will craft the operational backbone, define trusted KPIs, and create repeatable playbooks and data-driven systems to enable real decision-making across the organization.

As a member of the Chief Customer Officer’s leadership team, you’ll optimize processes, not manage a direct team, and you’ll bring order

Qualifications

• Executive-level leadership required; builder not spectator.
• Ability to establish KPIs and playbooks for repeatable processes.
• Experience aligning Implementation, Support, Success, and Enablement teams.

Responsibilities

• Create and own the operational backbone for customer experience across functions.
• Define and implement KPIs and dashboards that leadership trusts.
• Develop playbooks and systems to ensure data quality for decision making.
• Drive end-to-end customer journey improvements from Implementation to Enablement.

Skills

Strategic leadership

Cross-functional collaboration

Operations management

Data analytics

Tools

Teams

Job description

Implementation hands a customer off to Support. Support hands them off to Success. Somewhere in those handoffs, context gets lost, and by the time anyone notices, the customer is already frustrated. We’re looking for someone who looks at that mess and can’t help but want to fix it.

As the Director of Customer Experience Operations, you are a builder, not a spectator. You’ll sit on our Chief Customer Officer’s leadership team and build the operational backbone connecting Implementation, Support, Success, and Enablement into one coherent Customer Experience Group: the KPIs everyone actually trusts, the playbooks that make good practices repeatable, and the systems that keep our data clean enough to make real decisions on.

You won’t have a team of your own, and that’s by design. Your job is to make the people who do run cleaner, faster, and more consistent, not to build something underneath you. If what energizes you is bringing order and rigor to a fast-growing customer organization that’s still finding its shape, this is exactly that job.

If this sounds like the seat you’ve been waiting for, we’d love to hear from you.

When you’re considering a new job, it’s normal to have questions. Here are a few things we get asked all of the time:

1. I’m tired of the daily commute. Where are you located?

Assembly Software is a fully remote company. We work across time zones and connect through Teams, so you can build your career from wherever you do your best work: home office, favorite coffee shop, or yes, in your PJs if that’s your vibe.

2. What makes Assembly Software different?

Our people. We’re a fast growing SaaS company and the leading provider of case management solutions for personal injury and legal firms. Through our three brands, Neos, Needles, and TrialWorks, we serve over 2,500 law firms and 40,000+ users, the largest user base in the industry. Backed by Ridge Road Partners since 2017, we combine decades of legal tech expertise with a scrappy, entrepreneurial energy. We move fast, we care about the product, and we have fun doing it. Our sales team also enjoys uncapped commission with built in accelerators, so top performers are rewarded for their impact.

3. What’s the benefits package like?

Competitive and comprehensive. You’ll have access to:

• Medical, dental, and vision plans
• Short and long term disability coverage
• Supplemental insurance options
• 401(k)
• Flexible time off
• Paid parental leave
• An Employee Assistance Program

We invest in our people because we know our results depend on them. When you do great work here, you’ll be recognized and rewarded for it.

Assembly Software provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.