Remote CX Strategy & Operations Director

Instructure, Inc.; United States; Remote; USD 180,000 - 260,000; Full time

Benefits offered by this job

Ownership program

Flexible work

Generous time off

Wellness programs

Tuition reimbursement

Job summary

Instructure, Inc. is seeking a Director, CX Strategy and Operations to own the signals, systems, and operating rhythm across Customer Success, Professional Services, Support, and Community.

You will turn product usage and service data into a trusted view of customer health and drive AI-enabled retention initiatives. You’ll partner with Revenue Operations, Sales, Product, Data Science, IT, and Security to align CX with company goals, publish weekly leadership dashboards, and lead a growing team

Qualifications

• 10+ years in operations, strategy, or analytics in a B2B SaaS company.
• Experience leading operations across more than one post‑sale function such as Customer Success, Professional Services, Support, or Community.
• A track record of building or rebuilding a customer health model that predicted churn and expansion.
• Hands‑on experience putting AI or automation to work in post‑sale operations, with measurable results.
• Strong data fluency; you can work in SQL or BI tools and guide data partners.

Responsibilities

• Own the CX signals, systems, and operating rhythm across CX, including Customer Success, Professional Services, Support, and Community.
• Turn usage, service, support, and community data into a trusted view of customer health.
• Define and implement AI and automation initiatives that improve retention and health metrics.
• Lead CX dashboards and weekly leadership reporting to inform strategy and decisions.
• Partner with Revenue Operations, Sales, Product, Data Science, and IT to align CX with company goals.
• Define coverage, roles, and SOPs across CX and commercial teams, shaping handoffs and operating model.

Skills

CX strategy

Operations leadership

Data analytics

SQL

BI tools

Post-sale ops

Tools

CRM systems

Product analytics tools

AI tooling

Job description

Instructure, Inc. is seeking a Director, CX Strategy and Operations to own the signals, systems, and operating rhythm across Customer Success, Professional Services, Support, and Community.

You will turn product usage and service data into a trusted view of customer health and drive AI-enabled retention initiatives. You’ll partner with Revenue Operations, Sales, Product, Data Science, IT, and Security to align CX with company goals, publish weekly leadership dashboards, and lead a growing team