Director, CX Operations - Vista Equity Partners Management, LLC : Job Details

At Quickbase, we're on a mission to end a universal problem: Gray Work. The ad-hoc, manual work we do looking for documents, resources, etc., when technology isn't working for us—that's Gray Work, and it negatively impacts productivity, employee well-being, and a company's bottom line. Quickbase's platform for Dynamic Work Management (the first ever) empowers nearly 12,000 organizations like Consigli, Suffolk, Valvoline, Daifuku, and more to take on Gray Work by bringing people, processes, and data together into one central location, so employees can stop chasing information across systems and focus on work that makes an impact.

The Quickbase application development platform uses AI to empower anyone, regardless of technical or developer expertise, to easily build and customize scalable business solutions in just a few clicks, without compromising security or IT governance and control. By connecting everything through a single source of truth, Quickbase helps businesses mitigate risk, reduce waste, and cut down on unexpected costs. Automated workflows and granular permissions ensure the right people have access to the right information.

Title: Director, CX Operations

Reporting to: Vice President, Revenue Operations

Location: Boston, MA (Hybrid)

Department: Business Operations

As a leader within the Go-To-Market (GTM) Operations team, you will lead a team of analysts supporting Strategic Planning, Program Execution, Core Systems, and Insights/Analytics for our Customer Success Managers, Service Delivery, Education, and Customer Support teams. Reporting to our VP, GTM Operations, you will support the design and implementation of our Customer Experience (CX) strategy, including team segmentation, coverage models, capacity planning, KPI tracking, and core systems deployment/maintenance. Success in this role requires experience and passion for building operational/financial models and plans, guiding organizations through transformation projects, and leading data-centric teams. This leadership role offers a balance between strategic planning and hands-on execution.

• Partner with the Customer Success Management executive and senior CX leaders to support the design and launch of programs that support the Quickbase Customer Journey
• Collaborate with CX, Operations, FP&A, and executive leadership to create our Annual Operating Plan (AOP)
• Drive the implementation of the AOP, including team segmentation, target setting, capacity tracking, and utilization
• Oversee documentation of key CX processes and define requirements for core systems (PSA, case management, CX)
• Lead CX leadership priority review meetings and operations cadence
• Support services delivery through key reporting, process governance, and forward-looking planning
• Manage strategic and ongoing reporting via QBR/MBR and curate core metrics dashboards (customer health, CSM execution, service delivery, capacity, NPS/CSAT)

• 5+ years of experience in Customer Success and Professional Services roles
• 2+ years of Operations leadership experience in a high-growth SaaS environment
• Change management leadership experience to drive process improvements in large-scale sales organizations
• Comfort working in a fast-paced environment and leading through ambiguity
• Proficiency with data analytic tools
• Experience with systems such as Salesforce, Zendesk, Gainsight, FinancialForce, or other CX and PSA tools