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CX Operations Transformation Director

4 hours, 36 minutes ago
United States
Full-time
Lead
Operations Manager
Project and Program Management
CRM Salesforce
Apply Now
Onit

Onit

Onit provides automated legal operations and workflow software designed to enhance productivity and strategic decision-making across various industries by utilizing an AI-native framework for managing enterprise legal workflows, contracts, vendors, and...

IT Services
251-1K
Founded 2011
$216M raised
View All Jobs 6

Description

  • Design and implement core CX workflows across Customer Success, Services, and Support, including sales-to-services handoffs, estimation processes, and cross-functional operating models.
  • Translate CX leadership direction into operational processes and system requirements that support how teams are expected to work.
  • Define system requirements and guide IT teams, system administrators, and vendors through implementation.
  • Ensure tools such as PlanHat, Salesforce, and Kantata are configured to support intended workflows and user experience.
  • Define and improve forecasting, planning, and operating rhythms, including business reviews and performance cadences.
  • Own cross-functional initiatives and ambiguous operational problems end-to-end, from defining the approach through implementation.
  • Lead initiatives related to AI-driven insights and predictive workflows.
  • Refine workflows, systems, and handoffs to drive consistent execution and intended business outcomes.
  • Work across CX leadership, IT, and external partners to drive alignment and implementation of processes and systems.
  • Coordinate with enablement and operational teams to support rollout of new processes and systems.

Requirements

  • Bachelor’s degree required; MBA or equivalent preferred.
  • 12+ years of experience in operations, including services and customer success, consulting, business operations, or a related field.
  • Proven experience designing and implementing business processes and workflows in a cross-functional environment.
  • Experience working with business systems such as Salesforce, PlanHat, or Kantata.
  • Demonstrated experience translating business needs into operational processes and system requirements.
  • Experience guiding implementation through completion.
  • Experience working with technical teams, IT, or external vendors to deliver system-enabled solutions.
  • Strong problem-solving skills with the ability to structure and execute on ambiguous requirements.
  • Strong communication and collaboration skills across leadership levels and functions.
  • Ability to operate independently and drive work forward in a fast-paced, evolving environment.

Benefits

  • $150,000 - $170,000 annual base salary.
  • 10% bonus opportunity.
  • 401(k) with a 100% match on the first 3% and 50% on the next 2% of employee contributions.
  • Three medical plan options, plus dental and vision coverage.
  • Employer contribution to the HSA for employees on the HDHP plan.
  • Flexible paid time off, 7 sick days, and 9 paid company holidays annually.
  • Exceptional paid leave for birth parents, non-birth parents, and caregivers, plus surrogacy and adoption reimbursement.
  • 100% employer-paid life and disability insurance.
  • Voluntary benefits including hospital indemnity, critical illness, accident, and pet insurance.
  • Healthcare FSA, HSA, and dependent care FSA.
  • One paid volunteer day each year.

Interested in this position?

Apply directly on the company website

Apply Now

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