Director, Customer Experience

About the role

onX is looking for a Director of Customer Experience to lead our 40-member Customer Experience (CX) team, enhancing our products as we grow. This position will manage all aspects of CX, including service delivery, systems management, customer insights, and self-service solutions, while reporting directly to the COO.

Key facts

What you'll do

• Oversee the operations of customer support, including staffing strategies, queue management, performance tracking, and seasonal preparations.
• Cultivate leadership and development within the CX team, establishing clear growth pathways and fostering a strong operational culture.
• Formulate and implement a CX strategy that aligns with company goals, incorporating AI and automation to enhance customer support and improve satisfaction and retention.
• Manage the selection and development of CX tools and platforms, ensuring that team culture and objectives align with the deployment of these technologies to enhance customer experiences.
• Collaborate with Product Management and Engineering to convert customer feedback into actionable insights that influence product development and priorities.
• Work with Data and Engineering to integrate CX data into wider company systems, ensuring that customer sentiment and trends are recognized and addressed across the organization.
• Partner with various teams to deepen the understanding of onX customers and advocate for CX insights to inform decisions related to product investment and marketing strategies.

Requirements

• At least eight years of experience in customer experience, support, or operations roles, ideally within consumer technology or digital product sectors.
• Minimum of five years of experience in leadership roles within fast-paced, high-growth environments.
• A bachelor's degree or equivalent professional experience.
• Proven ability to create scalable customer support operations that effectively combine human expertise with automation and AI processes.
• Experience in integrating customer support data with broader business systems and analytics tools.
• Strong collaboration skills with Product Management and Engineering teams to drive product enhancements and roadmap priorities.
• Familiarity with customer support platforms and CX technology ecosystems, including leading system implementations or migrations.
• Strong analytical skills and comfort with customer data to identify trends and areas for improvement.
• Excellent communication and relationship-building skills, with the ability to influence cross-functional teams.
• A keen interest in exploring new technologies, particularly AI.
• Must have permanent work authorization in the United States.
• Willingness to travel quarterly or for extended periods to corporate offices or other strategic locations.

Nice to have

• Experience leading CX transformation initiatives in high-growth consumer app or subscription businesses.
• Familiarity with integrating CX data with product usage or customer lifecycle information.
• Experience working with a diverse customer base with varying levels of technical expertise.
• An enthusiasm for outdoor activities and knowledge of onX products.

Skills & tools

• Customer support platforms
• CX technology ecosystems
• Data analytics tools

Practical notes

This position is primarily based in Missoula, Montana, with a strong preference for candidates already in the area or those willing to relocate. onX provides relocation assistance. Candidates located outside of Missoula will be expected to travel to the office for one week each month for in-person collaboration.

How you'll be compensated

The salary range for this position is between $126,000 and $171,000, depending on experience, skills, certifications, and education. Additionally, full-time employees may receive stock options and an annual bonus of up to 10% based on company performance.

What we're offering you

• Competitive salaries, annual bonuses, equity, and growth opportunities
• Comprehensive health benefits, including a no-cost medical plan
• Paid parental leave of 13 weeks for birthing parents and 5 weeks for non-birthing parents
• 401k matching at 100% for the first 3% saved and 50% for savings between 3-5%
• Company-sponsored outdoor adventures and outdoor industry perks
• Annual funds to support an active lifestyle
• Flexible time-off policies, including PTO, STO, VTO, and paid holidays

Performance essentials

Success in this role relies on cognitive skills such as focus and problem-solving, which are essential for our technology-driven tasks. onX is committed to exploring reasonable accommodations to ensure that individuals with diverse abilities can fully engage in their roles. If you require assistance or accommodations, please reach out to us.

Position open until filled.

At onX, we value diverse perspectives and believe they strengthen our team. We are an equal opportunity employer committed to fairness in hiring, development, compensation, and promotion. Our goal is to create an inclusive environment where every team member can thrive. Join us in our mission!

onX Maps will never request credit card or Social Security Number details during the initial application process. For your safety, please apply only through our official website or our LinkedIn page.