Director, Business Operations (customer Experience)
EverCommerce
United States
$155,000 to $180,000 usd py
Hybrid
Customer experience systems transformation
Vendor selection for cx platforms
Cx systems consolidation roadmap
EverCommerce is seeking a Director of Business Operations (Customer Experience) to oversee the transformation and optimization of its customer experience systems within the EverPro business unit. The ideal candidate will have extensive experience in business operations and customer experience management, driving strategic initiatives and system implementations to enhance customer journeys
Job Summary
Lead the transformation, optimization, and consolidation of EverPro’s customer experience “internal products”—the platforms, data, integrations, reporting, and operational tooling that power Implementation/Onboarding, Support, and Customer Success.
Run the vendor selection process for a Customer Success platform, Customer Support platform, and Implementation/Onboarding platform and other critical CX technologies.
Develop and iterate CX performance dashboards and reporting for operational and business outcomes by defining metrics, data definitions, instrumentation needs, and ongoing performance-management workflows.
Matching Summary
Match Score: 85
EverCommerce is seeking a Director of Business Operations (Customer Experience) to oversee the transformation and optimization of its customer experience systems within the EverPro business unit. The ideal candidate will have extensive experience in business operations and customer experience management, driving strategic initiatives and system implementations to enhance customer journeys.
Salary
$155,000 to $180,000 USD per year
Skills & Requirements
Must-have
Customer Experience systems transformation
vendor selection for CX platforms
CX systems consolidation roadmap
AI-enabled CX capabilities
cross-functional collaboration
Nice-to-have
familiarity with common CX tooling
practical fluency in AI for Support/CS
Key Requirements
8+ years of experience in Business Operations, CX Operations/BizOps, Business Systems, RevOps, or similar roles within a SaaS organization
Demonstrated ownership of Customer Support platforms and Customer Success platforms
Experience leading systems transformation and consolidation
Strong data and reporting fluency
Strong stakeholder management and executive communication skills
Ability to operate at both strategic and hands-on levels