Director Customer Experience Operations

The Director of Customer Experience Operations is a pivotal leadership role responsible for the strategy, execution and optimization of all operations functions within the Customer Experience (CX) organization, including Customer Success, Support and Onboarding/Professional Services. This role acts as a strategic leader on process, tools, systems, and performance across the CX org ensuring the team is equipped with the right insights and tactics to deliver exceptional customer outcomes at scale, drive retention and maximize customer lifetime value.

You will play a critical role in supporting the AECO Chief Customer Officer and the CX Leadership team by driving alignment across the business. This role is both advisory and operational and requires strategic aptitude, analytical skills, and strong operational skills. You must be able to collaborate with global leaders across the organization to drive operational efficiencies, influence cross-collaboration efforts and unlock opportunities. This role will be critical in driving the organization's performance and efficiency.

Key Responsibilities:

• CX Strategy & Roadmap: Partner with the CCO and CX leadership team to define the long-term CX Operations strategy, ensuring alignment with the company's overall Go-to-Market (GTM) and revenue objectives.

• Process Optimization & Scalability: Oversee the continuous evaluation, standardization, and optimization of end-to-end customer lifecycle processes (onboarding, adoption, retention, renewal, and support) to drive efficiency and scalability.

• Cross-Functional Alignment: Act as the primary liaison between CX and key internal operational partners, including the Digital Transformation team, Sales Operations, Marketing Operations, Finance, and Product to ensure seamless data flow and process handoffs across the customer journey.

• Annual Planning: Lead the annual CX planning cycle, including capacity modeling, resource allocation, budgeting, ensuring Objectives and Key Results (OKR) alignment for the entire Customer Experience organization

• Metrics & KPIs: Establish and monitor key performance indicators (KPIs) for the CX organization, including but not limited to:

• Customer Health Score (CHS)

• Net Revenue Retention (NRR) and Gross Retention Rate (GRR)

• Net Promoter Score (NPS) and Customer Satisfaction (CSAT)

• Customer Lifetime Value (CLV)

• Time-to-Value (TTV) and Time-to-Resolution (TTR)

• Target Setting; Compensation Design and Administration: Establish incentive KPIs for target setting and utilizing those KPIs to design and administer a compensation program for all post sale incentive based roles (renewals, CSM, etc.). This includes formal plan design and administration for incentive based roles as well as SPIFs and other recognition programs for additional roles in the Customer Experience organization (e.g. support, etc.).

• Tech Stack Ownership: Own and manage the entire CX technology stack. This includes reducing tech debt and moving into unified processes and systems across the CX organization, including the Customer Success Platform (Gainsight), CRM (Salesforce), PSA (Kantata) and Customer Support systems (Service Cloud).

• Implementation & Optimization: Lead the selection, implementation, configuration, and ongoing governance of all CX systems and tools, ensuring they meet business requirements and drive user adoption.

• Automation: Identify and implement automation opportunities within CX workflows to reduce administrative burden on customer-facing teams and enhance overall operational efficiency.

• Data Strategy & Reporting: Define the data governance and reporting strategy for CX, ensuring data integrity and the delivery of reliable business intelligence.

• Insights & Action: Provide executive-level reporting on CX performance, identifying trends, risks, and opportunities to inform executive decision-making and drive proactive interventions to improve customer outcomes.

• Team Leadership: Build, mentor, and manage a high-performing CX Operations team, fostering a culture of innovation, accountability, and continuous improvement.

• Enablement Partnership: Collaborate with CX Enablement teams to support development and delivery of training on new systems, processes, and methodologies for all customer-facing roles.

Requirements:

• Experience: 8+ years of progressive experience in Customer Success, Sales, or Revenue Operations, with a minimum of 5+ years in a leadership role focused on CX/Customer Success Operations within a SaaS/Software company.

• Education: Bachelor's degree in business administration, business operations, or a related field. MBA or equivalent experience is a plus.

• Domain Expertise: Deep understanding of the Customer Success/Post-Sales motions, including renewal management, customer segmentation, health scoring, and value realization.

• Systems Expertise: Hands-on experience with major CRM (e.g., Salesforce) and Customer Success Platforms (e.g., Gainsight) is mandatory.

• Analytical Prowess: Exceptional analytical and quantitative skills, with a proven ability to translate complex data into clear, actionable business strategies.

• Leadership: Demonstrated experience leading and scaling global operations teams and managing executive-level stakeholder relationships.

• Communication: Excellent verbal and written communication skills, with the ability to articulate complex operational concepts to both technical and non-technical audiences.

Compensation: Trimble provides the following compensation range and general description of other compensation and benefits that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full time schedule. Trimble reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant's sex or other status protected by local, state, or federal law.

Hiring Range

$136,400.00-$187,500.00

Pay Rate Type

Salary

Bonus Eligible?

Yes

Commission Eligible?

No

Benefits: Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans. Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan. If this position is identified above as commission- or bonus-eligible, the terms of the commission plan or discretionary bonus plan for which you are eligible will be provided following the employee start date.

How to Apply: Please submit an online application for this position by clicking on the 'Apply Now' button located in this posting.

Application Deadline: Applications could be accepted until at least 30 days from the posting date.

At Trimble, we are committed to fostering a diverse, inclusive, and equitable workplace where everyone can thrive. Guided by our core values-Belong, Innovate, and Grow-we embrace and celebrate differences, knowing they make us stronger and more innovative. We are proud to be an equal opportunity employer, welcoming individuals of all backgrounds and advancing opportunities while embracing race, color, gender identity, sexual orientation, religion, disability, veteran status, or any other protected and diverse characteristic. We are committed to offering our candidates and employees with disabilities or sincerely held religious beliefs the ability to seek reasonable accommodations in accordance with applicable law and/or where it would not constitute undue hardship for Trimble. For more, please see Trimble's Code of Business Conduct and Ethics at https://investor.trimble.com, under "Corporate Governance."

Our mission to transform the way the world works starts with transforming how we work together. By actively listening, asking questions, and taking intentional actions, we cultivate a culture that provides equitable opportunities for everyone to contribute and grow.

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