Director, Customer Experience
About the role
The Director, Customer Experience role at onX is responsible for leading and evolving the 40-person Customer Experience (CX) organization. This role oversees all CX functions, supports delivery, systems, customer insights, and self-service experiences, and reports to the COO.
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 outdoor recreation and familiarity with onX products.
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 data analysis
Collaboration and partnership building
AI and automation integration
Scalable operations management
Customer support platform knowledge
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
Schedule
Regular in-person collaboration is important for this role, and onX offers relocation assistance to support a move to Missoula, Montana. Candidates based outside of Missoula will be expected to travel to Missoula for one week each month to work alongside the team in person.