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Director, Customer Experience

1 month, 2 weeks ago
United States
Full-time
Lead
Operations Manager
Customer and Technical Support
Apply Now
onXmaps

onXmaps

onXmaps is a pioneer in digital outdoor navigation, providing GPS map apps for hunting, hiking, and off-roading with accurate offline land ownership maps.

Food Products
251-1K
Founded 2007
$195M raised
View All Jobs 7

Description

  • Lead and develop the 40-person Customer Experience organization, including leaders and team members.
  • Own support delivery operations, including staffing models, queue management, performance metrics, and seasonal readiness.
  • Develop and execute a CX strategy aligned with company priorities to improve customer satisfaction, retention, and operational efficiency.
  • Invest in and apply AI and automation to deliver guide-alongside support.
  • Own the selection, evolution, and implementation of CX platforms and tools, including system migrations.
  • Build partnerships with Product Management and Engineering to turn customer feedback into product insights and roadmap input.
  • Partner with Data and Engineering to connect CX data with broader company systems and surface emerging issues.
  • Champion CX insights across the company to inform product investment, marketing, and customer engagement decisions.
  • Create clear growth pathways and a strong operational culture within the CX team.
  • Support self-service and customer insight initiatives that improve the overall customer experience.

Requirements

  • Minimum 8 years of experience in customer experience, customer support, or customer operations roles, preferably in consumer technology or digital product companies.
  • At least 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 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.
  • Curiosity for exploring new technologies, including AI.
  • Shared passion for and ability to demonstrate onX’s company values.
  • Permanent US work authorization is required.
  • Ability to travel quarterly or for multiple days to a corporate office or other onX strategic location.
  • Preferred experience leading CX transformation initiatives in high-growth consumer app or subscription businesses.
  • Preferred experience integrating CX data with product usage or customer lifecycle data.
  • Preferred experience working in companies serving customers with a wide range of technical familiarity.
  • Passion for outdoor recreation and familiarity with onX products is a plus.

Benefits

  • Competitive salary range of $126,000 to $171,000 upon hire.
  • Grant of common share options with a vesting schedule.
  • Potential annual bonus of 10% based on company performance.
  • 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.
  • 401(k) matching at 100% for the first 3% saved and 50% from 3% to 5%.
  • Annual Get Out, Get Active funds to support an active lifestyle.
  • Flexible time away package including PTO, STO, VTO, and paid holidays.
  • Relocation assistance for candidates moving to Missoula, Montana.
  • Company-wide outdoor adventures and outdoor industry perks.

Interested in this position?

Apply directly on the company website

Apply Now

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