Director, CX Operations

| Austin
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It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
We are looking for a rare person who can strategize and orchestrate CX processes, tools, knowledge management and analytics to achieve step-function impact for our customers, partners, people and investors.
Who are you?
A premier leader who can work side by side with critical functions of Customer Success, Technical Support and Retention to develop, plan and deliver operational capabilities. You love being part of the impact that leads to customer, people and financial outcomes. You will lead teams in Knowledge Management, Customer Success processes & tools, Technical Support processes & tools, and related reporting and analytics.
What's cool about this job.
  • Leading scaling as we grow into a billion-dollar company from strategy to plan to result across customer experience functions
  • Creating breakthrough insights via data and taking them to result
  • Leading a diverse mix of people, skills and projects that grows you in multiple dimensions
  • Building out analysis and reporting tools to better understand customers, predict opportunities and risk in churn and customer experience, and enhance others understanding of the business
  • Formalizing customer listening through NPS and other efforts that impact how WP Engine evolves to support customers across solutions and experiences
  • Being a trusted advisor and partner to functional leaders
  • Maintaining strategic relationships with vendors and be a strong proponent of WP Engine within the broader community
  • Retaining and growing an outstanding team by providing mentorship, guidance and career development
  • Being a member of the Revenue Operations leadership team

The day to day.
Each day will be mix of working with partners, driving projects, supporting your team, and developing scalable solutions. It will have a blend of routine activities and strategic efforts.
  • Run multiple teams who are delivering capabilities across processes, knowledge and insights that enable scaling
  • Handle day-to-day operational cadence to ensure that WP Engine is responsive, knowledgeable and effective in helping our customers
  • Provide an outside-in perspective on how we scale our customer and partner experience, maximize our retention, and enable our people
  • Conceptualize, test, and deliver innovative new ways to do business that delights customers, partners, and staff
  • Drive both quick turnaround and in-depth problem solving using data analysis, hypotheses and story telling
  • Develop the capability development plan for the organization which aligns with corporate and functional objectives and key results
  • Coordinate customer listening including NPS that helps WP Engine monitor, measure and impact customer outcomes and their effort
  • Address operational and strategic issues as they arise
  • Identify and mitigate organizational risks that would create negative impacts to customers, employees and our bottom-line
  • Develop staff to increase their skills and grow over time for promotions and new opportunities
  • Own major vendor relationships including Zendesk, Gainsight, and Guru

Your skills and expertise.
Minimum Qualifications:
  • Bachelor's (required) or Master's (preferred) degree in a related field
  • Experience working in a SaaS environment with familiarity about WordPress and E-commerce Offerings
  • 10+ years of experience in Customer Experience, Customer Success, Technical Support or Operations departments
  • 5+ years of people management experience with strong results and team-building track record
  • Ability to write advanced SQL queries, including experience with big data platforms like Google BigQuery
  • Experience working with Agile or Scrum methodology
  • Analytical skills, including the ability to model business processes
  • Confirmed ability leading and growing teams from strategy through to operational execution
  • Proven track record of creating and scaling an excellent customer experience
  • Strong verbal and written communication skills, Executive presence and interpersonal skills
  • Ability to operate comfortably in a fast-growing environment

Preferred Skills:
  • Strong skills with Excel and Microsoft Office required. Google Workspace
  • Experience with BI visualization platforms (Looker, Tableau, etc)
  • Familiarity with leading Customer Success and Support processes and tools including Guru, Gainsight, and Zendesk
  • Consulting experience at a leading firm
  • M&A Integration experience

Perks and Benefits
  • Compensation (We offer market competitive salaries)
  • Stock Options (Every employee is an owner in the company)
  • Health Benefits (100% Paid Employee Medical, Dental, and Vision)
  • IVF Benefits
  • Paid Family Leave - 16 weeks for primary caregivers and 5 weeks for secondary caregivers fully paid
  • 4% 401(k) Match (Make the most of retirement)
  • Life and Disability Insurance (100% Paid Life, STD, LTD, and AD&D)
  • Generous Vacation Time (Who doesn't like time off?)
  • Gym membership discount

At WP Engine, we strive to have the broadest possible view of diversity, going beyond visible differences to include the background, experiences, skills, and perspectives that make each person unique. WP Engine is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other basis protected by federal, state, or local law.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • PythonLanguages
    • RubyLanguages
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • Constant ContactEmail
    • SendGridEmail
    • MarketoLead Gen


WP Engine is on the corner of 5th and Lavaca, blocks away from the Colorado River and Congress Avenue.

What are WP Engine Perks + Benefits

Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Open office floor plan
Documented equal pay policy
Unconscious bias training
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Pet Insurance
Onsite Gym
Retirement & Stock Options Benefits
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

100% Employee Paid Medical, Dental, and Vision. Lunch provided Monday - Thursday. Equity - Every employee is an owner in the company. Paid downtown parking.

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