Director of CX Operations

Intellum is the leader in corporate education technology and powers the largest, most successful customer, partner, and employee learning programs in the world. Large brands and fast-moving companies like Google, Meta, Amazon, Walmart, Xero, Atlassian, Mailchimp, Airbnb, Stripe, and TikTok rely on Intellum to engage and educate the audiences they touch. We have always been a “remote first” company and are proud to have team members located all over the world. We value Curiosity, Creativity, Perseverance, and Kindness and strive to demonstrate these core values every day. Our culture is very important to us. We invest in our people in fun and exciting ways, including personal development budgets and an annual all-company retreat that is focused less on work and more on human connections. We are in growth mode, and our “smart growth” approach ensures that we will continue to scale our company effectively. Summary The Head of CX Operations oversees the operational foundation of the Customer Experience function area at Intellum. You are responsible for developing, refining, and scaling the processes used by the Professional Services, Support, and Education teams to drive product utilization, positive sentiment, and advocacy in support of ARR Growth. In this role, you will partner with the CX team leads to monitor performance, manage resources, and provide data-driven recommendations that improve the customer experience. The Head of CX Operations reports to the CXO and works closely with other executives and team members across a wide range of function areas, including Sales, Account Management, Marketing, Product, Engineering, and Finance. Process Optimization: Design, implement, and refine scalable processes and workflows to improve efficiency and effectiveness across the Customer Experience function area. Partner with CX team leads to continuously evaluate and optimize CX deliverables like implementations, support interactions, and consulting engagements. Oversee project management to ensure that company initiatives and customer engagements are prioritized and resourced effectively. Help ensure that the Customer Experience function area is financially sustainable while maintaining a high service quality. Resource Management: Oversee resource allocation across CX teams to align with project/engagement demands while minimizing over or under-utilization. Monitor resource bandwidth, adjusting resources dynamically to account for shifts in priorities or urgent customer needs. Develop and implement capacity forecasting models to predict immediate and future resource needs as we support rapid growth. Collaborate with cross-functional leaders to identify and resolve resource constraints, ensuring successful project/engagement performance and customer satisfaction. Data Analysis & Insights: Develop a framework for measuring, managing, and reporting on CX quality and performance. Analyze data to identify trends, risks, and opportunities for growth and improvement. Develop and maintain customer health scores, metrics, dashboards, and reports that provide insights into customer satisfaction and retention indicators. Own the CX software stack, including customer service software, PSAs, customer feedback platforms, and analytics software. Ensure that Customer Experience teams are equipped with the necessary tools and training to deliver successful customer engagements. Work closely with cross-functional teams, including Sales, Account Management, Finance, Marketing, and Product, to align on CX initiatives and share insights. Develop and deliver regular updates and presentations to the executive team on Customer Experience Operations performance and initiatives. Customer Advocacy: Implement strategies to capture and act on customer feedback, ensuring continuous improvement in customer satisfaction. Metrics/Goals The Head of CX Operations is measured on CSAT and “Cost of Service” efficiency. Required Skills SaaS industry experience, with a focus on operations or CX. Corporate education software experience a plus. Demonstrated leadership and people management experience. Ability to identify operational inefficiencies and develop/implement sustainable, scalable improvements. Change management and resource allocation expertise. Ability to create and interpret data-driven reports and dashboards. Skills needed to foster cross-department collaboration and alignment. Hands-on experience utilizing and managing CX-related software. Significant Salesforce experience, especially with reporting, a must. Asana and Harvest a plus. Proficient in Google Suite and Mac OS. Benefits Medical - 100% of employee premiums for selected individual plans Dental - 100% of employee premiums covered Vision - 100% of employee premiums covered $3,500 annual educational funds (“Boost Budget”) 401(k) plus matching (US Based Only) Unlimited PTO Calm subscription Annual Company Retreat Intellum is an equal-opportunity employer. We're committed to building an inclusive team that celebrates diversity in people, perspectives, and backgrounds regardless of race, color, national origin, gender, sexual orientation, age, religion, disability, citizenship, veteran status, or any other protected status. We encourage you to apply for an open position and if you have questions about whether or not your job experience and skill set meet the requirements for a specific role, reach out to us directly at careers@intellum.com.

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