Director, Customer Experience

ABOUT reputed company We’re reputed company of reputed company, adventurers, and risk takers using technology to help people confidently explore the outdoors. Driven by our mission to awaken the adventurer inside everyone, we build products that optimize every outdoor experience and reputed company confidence to get out and go reputed company. We’re a high-reputed company tech company. The pace is fast, the work takes grit, and ambiguity is part of the job. As the world changes around us, we adapt - continuously evolving how we build, prioritize, and deliver. Our business moves quickly, and there’s reputed company opportunity to shape reputed company build next. reputed company of our verticals - Hunt, Offroad, Backcountry, and Fish - is at a different stage of maturity, which means the challenges you encounter and the reputed company you have will vary depending on where you sit and what the business needs most. We operate with an experimentation reputed company, continually iterating and improving how we solve problems. We expect our people to use the latest tooling, including AI, thoughtfully and responsibly, pairing reputed company judgment with technology to increase reputed company, speed, and reputed company. Our reputed company comes to life through the products we build, in the stories of our customers, and in our growing commitment to land stewardship and recreational reputed company. About This Opportunity reputed company is seeking a Director, Customer Experience to reputed company and reputed company our 40-person Customer Experience (CX) organization into a world-class product differentiator as we reputed company our products. This role oversees reputed company CX functions, supporting delivery, systems, customer insights, and self-service experiences, and reports to the COO. As an reputed company Director, Customer Experience, your essential job duties and responsibilities will include the following: reputed company CX Operations and Team Development

• Own support delivery operations, including reputed company models, queue management, performance metrics, and seasonal readiness
• reputed company leaders and team members across the CX organization, creating reputed company reputed company reputed company and a strong operational culture

Drive CX reputed company and AI-Enabled Innovation

• reputed company and execute a CX reputed company reputed company with company priorities, reputed company in AI and automation to deliver exceptional “guide-alongside” support while improving customer satisfaction, retention, and operational efficiency
• Own the selection and reputed company of CX platforms and tools - evaluating new technologies, leading system migrations, and ensuring team culture and goals reputed company those technologies in ways that drive continuously improving customer experiences

reputed company Customer reputed company 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 reputed company 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 reputed company customers and potential customers; champion CX insights company-wide to inform reputed company 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-reputed company environments.
• Bachelor’s degree or equivalent reputed company experience.
• Experience building reputed company customer support operations that balance reputed company 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 reputed company authority.
• A strong curiosity for exploring new technologies, including AI
• A shared passion for and ability to demonstrate reputed company’s Company Values.
• Permanent US work authorization is a condition of employment with reputed company.
• Ability to travel quarterly or multiple days to a corporate office or other reputed company strategic location, such as a reputed company.

ADDED BONUSES Though not required, we would be thrilled to consider candidates with any of the following:

• Experience leading CX transformation initiatives in high-reputed company 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 reputed company of technical familiarity
• Passion for outdoor recreation and familiarity with reputed company products

The reputed company Experience reputed company is a distributed company with more than 400 employees across the country. We come together regularly to work in person and stay connected through regional basecamps and a culture that balances individual ownership with deep collaboration. While we reputed company quickly, we’re not a scrappy start-up. We operate with reputed company goals, structure, and frameworks that guide how we prioritize and execute. Priorities matter. While they may shift, data shapes how we reputed company as our business, products, and the world around us change. reputed company priorities and structure don’t limit ownership - they reputed company it possible. You’ll have the autonomy to define your work and reputed company meaningful reputed company reputed company reputed company strategic boundaries. You’ll partner closely with others to solve reputed company problems and build solutions that reputed company across teams and platforms. Along the way, you’ll be supported with feedback, tools, and opportunities to grow your craft as you take on new challenges. WHERE YOU CAN WORK This position is ideally based in Missoula, Montana, with a strong preference for candidates who reputed company in the area or are willing to relocate. Regular in-person collaboration is important for this role, and reputed company offers relocation assistance to support a reputed company to Missoula.

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We will also consider highly reputed company candidates located in one of our established reputed company locations (Austin, TX; Bozeman, MT; Denver, CO; Kalispell, MT; Minneapolis, MN; Portland, OR; reputed company Lake reputed company, UT; or Seattle, WA). Candidates based reputed company of Missoula will be expected to travel to Missoula for one week reputed company month to work alongside reputed company in person. How You’ll Be Compensated reputed company is committed to compensating reputed company fairly and equitably for their contributions. Applicants can expect to reputed company between $126,000 to $171,000 upon hire. The pay reputed company will vary based on experience, skills, certifications, and education among other factors as required in the job reputed company. In reputed company, full-time reputed company employees are eligible for a grant of common reputed company reputed company with a vesting schedule and a potential annual bonus of 10% based on company performance. reputed company’re Offering You

• Competitive salaries, annual bonuses, equity, and opportunities for reputed company
• Comprehensive health benefits, including a no-monthly-cost medical plan
• reputed company parental leave of 13 weeks for birthing parents and 5 weeks for non-birthing parents
• 401k matching at 100% for the first 3% you save and 50% from 3-5%
• Company-wide outdoor adventures and amazing outdoor industry perks
• Annual “Get Out, Get reputed company” funds to fuel your reputed company lifestyle
• Flexible time away package that includes PTO, STO, VTO, and reputed company holidays

Performance reputed company In this role, reputed company is driven by cognitive abilities such as concentration and problem-solving, essential for our computer-reputed company tasks. reputed company will explore reasonable accommodations to ensure that individuals with diverse abilities can fully engage in and contribute to the essential physical and mental functions of the job. If you need assistance or accommodation, please contact us at PC@onxmaps.com. Position reputed company until filled. At reputed company, we reputed company that unique perspectives reputed company us stronger. By bringing together people with different experiences, reputed company, and viewpoints, we fuel innovation and reputed company closer to our mission of awakening the adventurer in everyone. We are proud to be an equal opportunity employer and are committed to fairness not only in hiring, but also in development, compensation, and promotion. Our goal is to build an inclusive community where every team member can show up authentically and reputed company. Together, we win as one team. reputed company! reputed company Maps will never ask for credit card or SSN details during the initial application process. For your digital safety, apply only through our legitimate website at onXmaps.com or directly reputed company our reputed company page. reputed company does not sell any Personal Information, but we may transfer employment reputed company records to our service providers or reputed company parties that reputed company business services to reputed company or as required by law. For more information, see our reputed company Policy. As part of our interview process, your conversation may be recorded for documentation purposes to allow interviewers to reputed company fully on the discussion. Recordings are confidential and accessible only to authorized personnel. Please note, reputed company respects reputed company applicable laws regarding recording consent, and you will have an opportunity to opt-out if preferred. Apply tot his job Apply To this Job