Director, Customer Experience

About the role

The Director, Customer Experience role at onX is seeking a leader to transform the CX organization into a world-class product differentiator as the company scales its products. Reporting to the COO, this role oversees all CX functions, including support delivery, systems, customer insights, and self-service experiences.

Responsibilities

• Lead CX Operations and Team Development
• Own support delivery operations, including staffing models, queue management, performance metrics, and seasonal readiness
• Develop leaders and team members across the CX organization, creating clear growth pathways and a strong operational culture
• Drive CX Strategy and AI-Enabled Innovation
• Develop and execute a CX strategy aligned with company priorities, investing in AI and automation to deliver exceptional "guide-alongside" support while improving customer satisfaction, retention, and operational efficiency
• Own the selection and evolution of CX platforms and tools - evaluating new technologies, leading system migrations, and ensuring team culture and goals deploy those technologies in ways that drive continuously improving customer experiences
• Embed Customer Insight Across the Business
• Build strong partnerships with Product Management and Engineering to translate customer feedback into actionable product insights that shape roadmap priorities
• Partner with Data and Engineering to integrate CX data with broader company systems, and ensure customer sentiment and contact trends surface emerging issues across the organization
• Engage vertical and functional teams to contribute to a deeper shared understanding of onX customers and potential customers; champion CX insights company-wide to inform decisions around product investment, marketing, and customer engagement

Requirements

• Minimum of eight (8) years of experience in customer experience, customer support, or customer operations roles, preferably in consumer technology or digital product companies.
• At least five (5) years of experience leading and developing teams in fast-paced, high-growth environments.
• Bachelor's degree or equivalent professional experience.
• Experience building scalable customer support operations that balance human expertise with automation and AI-enabled workflows.
• Demonstrated experience integrating customer support data with broader business systems and analytics platforms.
• Experience partnering closely with Product Management and Engineering teams to influence product improvements and roadmap priorities.
• Broad experience with customer support platforms and CX technology ecosystems, including experience leading major system implementations or migrations.
• Strong analytical thinking and comfort working with customer data to identify trends, insights, and opportunities for improvement.
• Exceptional communication and relationship-building skills with the ability to influence cross-functional teams without direct authority.
• A strong curiosity for exploring new technologies, including AI.
• Shared passion for and ability to demonstrate onX's Company Values.

Qualifications

• Permanent US work authorization is a condition of employment with onX.
• Ability to travel quarterly or multiple days to a corporate office or other onX strategic location, such as a Basecamp.

Skills

• Leadership and team development skills
• Strategic planning and execution
• Customer insight and analysis
• Collaboration and partnership building
• Technical acumen and experience with CX platforms
• AI and automation integration

Benefits

• Competitive salaries, annual bonuses, equity, and opportunities for growth
• Comprehensive health benefits, including a no-monthly-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% you save and 50% from 3-5%
• Annual "Get Out, Get Active" funds to fuel your active lifestyle
• Flexible time away package that includes PTO, STO, VTO, and paid holidays

Pay

$126,000 to $171,000 upon hire, with a potential annual bonus of 10% based on company performance. Full-time onX employees are eligible for a grant of common share options with a vesting schedule.

Schedule

This position is ideally based in Missoula, Montana, with a strong preference for candidates who reside in the area or are willing to relocate. Candidates based outside of Missoula will be expected to travel to Missoula for one week each month to work alongside the team in person.