General Consideration

About the role

This position is centered on owning the end-to-end customer experience for onX products, ensuring that every interaction reflects the brand's adventurous spirit and commitment to confidence in the outdoors. You will act as an advocate for the customer, translating community insights into tangible improvements that span the digital journey and real-world engagement. The role requires partnership with cross-functional teams, using data and emerging tools, including AI, to test new solutions that enhance trust and engagement. You will contribute directly to land stewardship and access initiatives by aligning customer stories with conservation outcomes, representing onX with authenticity at every touchpoint. This role operates in a fast-paced, high-growth environment where ambiguity is常态 and clarity is built through action.

Location details are specified in the compensation and requirements sections below. Compensation details are job-specific and outlined in individual postings. onX is committed to compensating all employees fairly and equitably for their contributions. The pay range for any position will vary based on experience, skills, certifications, and education among other factors as required in the job description. In addition, full-time onX employees are eligible for a grant of common share options with a vesting schedule and a potential annual bonus of 10% based on company performance.

What you'll do

You will investigate complex customer interactions to uncover root causes and design scalable solutions that improve satisfaction. This includes synthesizing qualitative feedback from the outdoor community to inform product adjustments and feature enhancements. You will coordinate with engineering and product teams to translate customer needs into actionable tickets and roadmaps, ensuring alignment between user voices and product decisions.

You will utilize analytics tools to monitor behavioral patterns and identify opportunities for optimization in the user journey, while facilitating collaboration across departments to maintain consistent messaging and support for outdoor enthusiasts. Automation strategies will be implemented to streamline repetitive tasks without compromising a human-centered approach. You will evaluate the impact of new features through experimentation and adjust based on performance data, applying an experimentation mindset aligned with onX's product principles.

Mentoring junior team members on best practices for empathy, clarity, and efficiency in customer communications is part of the role, fostering a culture of continuous improvement. You will contribute to land stewardship and access initiatives by connecting customer experiences with real-world conservation outcomes, reinforcing onX's commitment to outdoor access and stewardship.

Requirements

You must reside in or be willing to relocate to Missoula, Montana, United States for this role. You possess prior experience in customer-facing roles, preferably within technology or outdoor-related industries. Strong written and verbal communication skills are required, with the ability to simplify complex concepts for diverse audiences.

You demonstrate a proven track record of owning outcomes in fast-moving environments where processes are not fully defined. Comfort with productivity software and collaboration tools is necessary to manage workflows and documentation. You show initiative in learning new systems and adapting to evolving priorities without direct supervision, maintaining a high level of professionalism when handling sensitive or frustrated customer situations. You are authorized to work in the United States and require no sponsorship for employment at this time.

Location and compensation specifics

Location: USA

Engagement: Hybrid work model with a mix of onsite and home office arrangements, as detailed in job postings.

Compensation: Details will be outlined in individual job postings and may include base salary, equity grants, and performance-based bonuses.

Nice to have

Experience with GIS or mapping platforms commonly used in outdoor recreation is considered a plus. Familiarity with outdoor lifestyle brands or community-driven products is beneficial. Background in data analysis or A/B testing methodologies is valued. Knowledge of land access issues, public lands policy, or conservation efforts is also regarded as an advantage.

Practical notes

Hours: The role operates within standard business hours, with flexibility for asynchronous collaboration. Travel: This position is based in Missoula, Montana, and does not require frequent business travel. Visa: Candidates must be authorized to work in the United States without sponsorship. Deadlines: Applications are accepted on a rolling basis until positions are filled.