onX is hiring a Director, Customer Experience

onX is seeking a Director, Customer Experience to lead and evolve our 40-person Customer Experience (CX) organization into a world-class product differentiator as we scale our products. This role oversees all CX functions, supporting delivery, systems, customer insights, and self-service experiences, and reports to the COO. As an onX Director, Customer Experience, your essential job duties and responsibilities will include the following: Lead CX Operations and Team Development - Own support delivery operations, including staffing models, queue management, performance metrics, and seasonal readiness - Develop leaders and team members across the CX organization, creating clear growth pathways and a strong operational culture Drive CX Strategy and AI-Enabled Innovation - Develop and execute a CX strategy aligned with company priorities, investing in AI and automation to deliver exceptional “guide-alongside” support while improving customer satisfaction, retention, and operational efficiency - Own the selection and evolution of CX platforms and tools - evaluating new technologies, leading system migrations, and ensuring team culture and goals deploy those technologies in ways that drive continuously improving customer experiences Embed Customer Insight Across the Business - Build strong partnerships with Product Management and Engineering to translate customer feedback into actionable product insights that shape roadmap priorities - Partner with Data and Engineering to integrate CX data with broader company systems, and ensure customer sentiment and contact trends surface emerging issues across the organization - Engage vertical and functional teams to contribute to a deeper shared understanding of onX customers and potential customers; champion CX insights company-wide to inform decisions around product investment, marketing, and customer engagement WHAT YOU’LL BRING - Minimum of eight (8) years of experience in customer experience, customer support, or customer operations roles, preferably in consumer technology or digital product companies. - At least five (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 experience 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. - A strong curiosity for exploring new technologies, including AI - A shared passion for and ability to demonstrate onX’s Company Values. - Permanent US work authorization is a condition of employment with onX. - Ability to travel quarterly or multiple days to a corporate office or other onX strategic location, such as a Basecamp. ADDED BONUSES Though not required, we would be thrilled to consider candidates with any of the following: - Experience leading CX transformation initiatives in high-growth consumer app or subscription businesses - Experience integrating CX data with product usage or customer lifecycle data - Experience working in companies serving customers with a wide range of technical familiarity - Passion for outdoor recreation and familiarity with onX products