Claroty

Director, Customer Experience Strategy and Operations

Claroty

full-time

Posted on:

Origin:  • 🇺🇸 United States • New York

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Salary

💰 $200,000 per year

Job Level

Lead

Tech Stack

CloudIoT

About the role

  • Partner with the Chief Customer Officer and CX leaders to build and drive annual plans, quarterly business reviews, board materials, capacity planning, and strategic presentations
  • Drive the operational rhythm of the CX organization, including cadences, KPI tracking, initiatives execution, and interlocks with cross-functional teams
  • Lead cross-functional projects to implement and evolve systems, tools, and methodologies that support customer journey improvements and delivery at a global scale
  • Design, refine, and manage all CX metrics to provide actionable insights across the Customer Experience org - with focus on adoption, value realization, and risk mitigation
  • Serve as the right hand of the Chief Customer Officer and a key enabler for Customer Experience (CX) leadership
  • Lead one direct report at first and serve as a business partner to CX VPs
  • Ensure executive-level visibility and impact by transforming data into strategic insights and optimizing operational excellence across the CX organization

Requirements

  • 3 years of experience in consulting (advantage to background in operational excellence)
  • 5-7 years of experience in mid-senior operational roles, including hands-on business operations, in a fast-paced SaaS company, 500 employees and above (Cyber an advantage)
  • Proven experience leading cross-org transformation projects, systems design, implementation, and business process improvements
  • Strong analytical mindset with deep proficiency in CRM systems (Salesforce preferred), Microsoft Office suite, and сomfortable using BI tools
  • Exceptional project management and multitasking skills, with the ability to prioritize and execute across multiple parallel initiatives
  • Experience in crafting executive presentations, strategic plans, and running QBRs or executive briefings
  • Ability to act as a strategic partner and trusted advisor to senior leadership
  • Strong technological understanding (e.g., cloud environments, upgrade cycles, technical adoption challenges)
  • Outstanding verbal and written communication skills; fluent in navigating ambiguity and aligning diverse stakeholders
  • Comfortable with hands-on work and fast execution – roll up your sleeves when needed
  • Nice to Have: Experience supporting global CX or CS organizations
  • Nice to Have: Familiarity with value realization methodologies and customer health frameworks
  • Nice to Have: Previous experience in post-sales organizations (CS, Support, TAM, etc.)