Director, Customer Experience (CX) Operations at UPSTACK

<p><span style="text-decoration: underline;"><strong><span data-contrast="none">Overview</span></strong></span></p> <p><a href="https://upstack.com/" target="_blank">UPSTACK</a>&nbsp;i<strong>s the leading full-service technology advisory firm</strong>, transforming how businesses design, source, implement, support, and optimize IT infrastructure. Clients benefit from decades of expertise, enhanced support, and UPSTACK’s proprietary technology—delivering faster deployments, cost savings, and streamlined access to critical solutions.</p> <p><strong>Our expertise includes:</strong>&nbsp;data center colocation, network connectivity, SD-WAN, unified communications, cloud contact center, CX-AI, private/public cloud, security, mobility, business continuity, and IoT.</p> <p>Under the leadership of Founder and CEO&nbsp;<a href="https://www.linkedin.com/in/ctrapp?miniProfileUrn=urn%3Ali%3Afs_miniProfile%3AACoAAAChg5gBosQ3WiZEIVmxE-krU76_xTVRZmk&amp;lipi=urn%3Ali%3Apage%3Ad_flagship3_search_srp_all%3BLXfm70vXQ0yeXVdgjJ%2BCxQ%3D%3D" target="_blank">Christopher Trapp</a>,&nbsp;<strong>UPSTACK is committed to exceptional customer experiences</strong>, serving 6,500+ clients—from SMBs to enterprises—and managing over $550M in annual technology spend across industries.</p> <p><span style="text-decoration: underline;"><strong><span data-contrast="none">About the Role</span></strong></span></p> <p><span data-contrast="none">The Director, Customer Experience (CX) Operations will </span>own the operational backbone of UPSTACK’s customer experience function. You’ll build and enforce the standards, workflows, and measurement systems that make CX delivery consistent, scalable, and measurable across teams that come from different firms with different habits.&nbsp;</p> <p>You sit at the intersection of two accountabilities: revenue outcomes (retention, expansion, cross-sell) and operational standards (quality frameworks, data governance, platform adoption). Your job is to make sure the operating system under CX is continually improving and enabling the people doing advisory and support work to focus on customer needs instead of internal administration &amp; process.</p> <p>This is a hands-on operational role. You’ll scope and drive initiatives from definition through completion, move fast when the path is clear, and make pragmatic calls when it’s not. The right person for this role is energized by building systems that change behavior and enable consistent quality and customer value at scale.</p> <div> <p>In your first year, your focus will be on fundamentally improving how Customer Experience operates to increase efficiency, strengthen our data foundation, and drive measurable revenue impact.</p> <ul> <li><strong>Reclaim CSM Capacity: </strong>You will redesign how CX work gets done to meaningfully reduce administrative overhead and unlock time for higher-value, customer-facing activities. This includes minimizing manual reporting, redundant system updates, and low-impact data tasks. Success will be measured by a clear, quantified shift in the balance of proactive engagement versus internal administrative work.</li> <li><strong>Build the Data &amp; Tooling Foundation: </strong>You will own the integrity and effectiveness of our core CX systems, including Salesforce and related lifecycle tooling. This means establishing clear data quality standards, implementing governance frameworks, and driving behavioral accountability so that data capture is consistent, reliable, and actionable. Your work will directly power reporting, prioritization, risk identification, and expansion insights across the organization.</li> <li><strong>Operationalize Expansion Revenue: </strong>You will help evolve CX into a growth engine by building the operational infrastructure required to support expansion and cross-sell at scale. In partnership with Operations and Technology teams, you will develop account scoring models, health signals, trigger-based workflows, and clear CX-to-Sales handoff protocols—ensuring expansion efforts are structured, measurable, and consistently executed.</li> </ul> </div> <p><span style="text-decoration: underline;"><strong><span data-contrast="none">Key Responsibilities</span></strong></span></p> <p><strong><span data-contrast="auto">CX Quality Framework &amp; Performance Measurement</span></strong><span data-ccp-props="{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}">&nbsp;</span></p> <p>Own the definition, implementation, and ongoing management of the quality metrics that prove CX value: customer engagement scoring, account health indicators, renewal rate tracking, and CSAT measurement. Establish baselines, set targets, and build the reporting infrastructure that makes quality visible to leadership and actionable for frontline teams.</p> <ul> <li>Design and operationalize four core quality metrics across all CX segments (strategic, key, growth).</li> <li>Build role-specific dashboards that connect daily work to quality outcomes.</li> <li>Partner with the data team to ensure CX metric definitions are governed and consistent with the company’s semantic layer.</li> <li>Own the feedback loop: surface insights from quality data, drive corrective action, measure results.</li> <li>Build a capacity model tied to defensible input variables (account complexity, lifecycle stage, expansion potential) that informs headcount planning and account allocation decisions.</li> </ul> <p><strong><span data-contrast="auto">Technology Platform Adoption &amp; Workflow Integration</span></strong><span data-ccp-props="{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}">&nbsp;</span></p> <p>Drive adoption of CX technology platforms (Lumopath, Salesforce, UPSTACK Portal, IRIS AI) across CX teams. The challenge is change management in a post-acquisition environment where teams have entrenched habits. Tools only create value when they’re embedded in daily workflows, not running alongside them.</p> <ul> <li>Own the rollout and adoption of Lumopath as the primary CX operations platform, including role-specific validation, training, and workflow embedding.</li> <li>Drive on-system transaction rates toward the 50%+ target by identifying and eliminating the workarounds and manual processes that keep work off-platform.</li> <li>Manage CX-side Salesforce data quality, including both monitoring systems and the accountability mechanisms that make data entry discipline a performance expectation for CSMs and SDMs.</li> <li>Build the change management playbook for CX technology rollouts: demonstrate value early, track adoption with metrics, hold teams accountable through managers.</li> </ul> <p><strong><span data-contrast="auto">Process Standardization &amp; Expansion Enablement</span></strong><span data-ccp-props="{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}">&nbsp;</span></p> <p>Establish and maintain the standard operating procedures, playbooks, and workflows that define how CX delivers service. Build the operational layer for CX-driven expansion revenue.</p> <ul> <li>Lead the CX Playbooks V2.0 effort: inventory existing artifacts, identify gaps, publish updated playbooks with clear governance and update cadences.</li> <li>Define and enforce handoff standards between pre-sales and post-sales, with documented triggers, receiving owners, and quality criteria.</li> <li>Build the operational infrastructure for expansion: account scoring criteria, trigger-based alert systems, and structured workflows that surface the right accounts at the right time.</li> <li>Define and document the CX-to-Sales handoff protocol for expansion opportunities, including ownership rules, SLA expectations, and attribution mechanics.</li> <li>Develop playbooks and decision frameworks that enable consistent execution of the expansion motion across the CSM team.</li> <li>Track and report on expansion pipeline, conversion rates, and cycle times with enough granularity to diagnose where the motion works and where it stalls.</li> <li>Own process adherence monitoring and proactively address gaps before they become customer-facing problems.</li> </ul> <p><strong><span data-contrast="auto">Cross-Functional Collaboration &amp; Influence</span></strong><span data-ccp-props="{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}">&nbsp;</span></p> <p>CX Operations touches Sales, Product &amp; Data, Advisory Ops, and Finance. This role is the connective tissue that ensures CX priorities get represented in cross-functional forums and that dependencies on other teams are tracked and resolved.</p> <ul> <li>Represent CX in Gateway prioritization decisions, ensuring CX needs are scoped and surfaced alongside competing priorities.</li> <li>Partner with the data engineering team on CX data domain reviews, quality remediation, and reporting infrastructure.</li> <li>Work with Sales Enablement to integrate CX artifacts into sales playbooks and ensure knowledge transfer between functions.</li> <li>Coordinate with Product on Portal enhancements, Lumopath feature requirements, and CX-facing tool improvements.</li> <li>Advocate for CX tooling and infrastructure needs in cross-functional planning, grounded in quantified impact on capacity and revenue.</li> </ul> <p><strong><span data-contrast="auto">Enablement &amp; Team Leadership (As Applicable)</span><span data-ccp-props="{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}">&nbsp;</span></strong></p> <ul> <li><span data-contrast="auto">Hire and manage CX Enablement resources as&nbsp;required.</span><span data-ccp-props="{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}">&nbsp;</span></li> <li><span data-contrast="auto">Contribute to training materials, onboarding programs, and&nbsp;enablement&nbsp;assets aligned to CX playbooks and quality standards.</span><span data-ccp-props="{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}">&nbsp;</span></li> <li><span data-contrast="auto">Establish structured feedback mechanisms to surface frontline insights and continuously refine operations.</span><span data-ccp-props="{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}">&nbsp;</span></li> <li><span data-contrast="auto">Support AI-augmentation readiness by ensuring CX data capture is structured, consistent, and suitable for AI-enabled use cases.</span><span data-ccp-props="{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}">&nbsp;</span></li> </ul> <p><span style="text-decoration: underline;"><strong><span data-contrast="none">Education</span></strong></span></p> <ul> <li><span data-contrast="none"><span class="TextRun SCXW88334745 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW88334745 BCX0">Bachelor’s degree in Business</span><span class="NormalTextRun SCXW88334745 BCX0">, Operations, Information Systems, Analytics, or&nbsp;</span><span class="NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW88334745 BCX0">a related</span><span class="NormalTextRun SCXW88334745 BCX0">&nbsp;field&nbsp;</span><span class="NormalTextRun SCXW88334745 BCX0">required</span><span class="NormalTextRun SCXW88334745 BCX0">.</span></span><span class="EOP Selected SCXW88334745 BCX0" data-ccp-props="{&quot;335559685&quot;:0}">&nbsp;</span></span></li> </ul> <p><span style="text-decoration: underline;"><strong><span data-contrast="none">Required Qualifications</span></strong></span></p> <ul> <li> <div>5-10 years of proven experience building and operationalizing Customer Experience (CX), Customer Success, or Revenue Operations functions in B2B or SaaS environments.</div> </li> <li> <div>Demonstrated ability to design and implement end-to-end operational workflows across people, process, data, and technology.</div> </li> <li> <div>Strong experience defining and implementing performance measurement frameworks, including establishing baselines, targets, and reporting used by leadership.</div> </li> <li> <div>Hands-on experience driving technology adoption and embedding tools into daily workflows, including training design and usage tracking.</div> </li> <li> <div>Deep understanding of Salesforce data models, governance, and reporting, with experience working across multiple integrated platforms.</div> </li> <li> <div>Experience developing CX quality metrics, capacity models, and performance management systems.</div> </li> <li> <div>Track record of improving data quality and instituting governance and accountability mechanisms for data capture and process adherence.</div> </li> <li> <div>Ability to lead cross-functional initiatives and manage dependencies across teams such as Sales, Product &amp; Data, Marketing, and Operations without direct authority.</div> </li> <li> <div>Strong analytical and quantitative skills, including dashboard creation, KPI definition, and performance analysis.</div> </li> <li> <div>Excellent written and verbal communication skills, with the ability to translate complex operational concepts into clear, actionable guidance.</div> </li> <li> <div>Demonstrated ability to drive measurable behavioral change—not just implement systems or processes.</div> </li> <li> <div>Ability to operate effectively in ambiguous, fast-paced, or high-growth environments while balancing strategic planning and tactical execution.</div> </li> </ul> <p><span style="text-decoration: underline;"><strong><span data-contrast="none">Additional Requirements</span></strong></span></p> <ul> <li> <div>Experience standardizing CX or revenue operations across organizations that have grown through acquisition or multiple legacy systems.</div> </li> <li> <div>Experience building onboarding, enablement programs, and continuous training frameworks tied to playbooks, tools, and quality standards.</div> </li> <li> <div>Familiarity with AI-augmented operations, including defining use cases, enabling structured data capture, and partnering on pilot implementations.</div> </li> <li> <div>Experience supporting or enabling attribution models through high-quality data capture and outcome tracking (even if not owning attribution directly).</div> </li> <li> <div>Proven experience building infrastructure for expansion and cross-sell motions (e.g., account scoring, trigger-based workflows, CX-to-Sales handoffs).</div> </li> <li> <div>Experience designing and implementing cross-functional operating models, including pre-sales to post-sales handoffs with measurable quality standards.</div> </li> <li> <div>Background working in environments where CX is directly tied to revenue growth, retention, and expansion (not solely support or service optimization).</div> </li> <li> <div>Experience working across multiple CX and revenue tech platforms (e.g., Salesforce, Gong, customer portals, AI tools), demonstrating strong systems thinking beyond a single platform.</div> </li> <li> <div>Experience contributing to or supporting change management initiatives in post-acquisition or high-growth environment.</div> </li> </ul> <p><span style="text-decoration: underline;"><strong>Salary Range</strong></span></p> <p>Employees new to UPSTACK typically come in at the start of the pay range. UPSTACK focuses on providing a simple and transparent pay structure, which is based on a variety of factors, including location, experience, and job-related skills.&nbsp;</p> <p>The salary range for this role is $150,000.00 to $165,000.00.</p> <p><span style="text-decoration: underline;"><strong>Closing</strong></span></p> <p>UPSTACK is an Equal Opportunity Employer and does not discriminate based on race, gender, ethnicity, religion, national origin, age, disability, veteran status, gender identity/expression, sexual orientation, or on any other basis prohibited by law. Consistent with applicable state and local law, UPSTACK will consider employment for all qualified applicants.</p> <p>UPSTACK is committed to providing reasonable accommodations to individuals with disabilities as required by applicable law. Accommodations may include adjustments to the application, interview, or assessment process, as well as modifications to the work environment or job duties to enable individuals to perform the essential functions of the role. Requests for accommodations will be evaluated on a case-by-case basis and provided unless they impose an undue hardship on the organization.</p> <p>At this time, UPSTACK will not sponsor a new applicant for employment authorization for this position.</p> <p>We endeavor to make the application process accessible to all applicants. If you would like to contact us regarding accessibility and/or need assistance completing the application process, please contact us at&nbsp;<a href="mailto:[email protected]"><u>[email protected]</u>.</a></p>