Head of Global Customer Experience Operations - Darktrace : Job Details

Head of Global Customer Experience Operations

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Founded by mathematicians and cyber defense experts in 2013, Darktrace is a global leader in cyber security AI, delivering complete AI-powered solutions in its mission to free the world of cyber disruption. We protect more than 9,000 customers from the world's most complex threats, including ransomware, cloud, and SaaS attacks.Our roots lie deep in innovation. The Darktrace AI Research Centre based in our Cambridge, UK headquarters, has conducted research establishing new thresholds in cyber security, with technology innovations backed by over 130 patents and pending applications.For more information on our cutting-edge technology, visit darktrace.com.Job DecriptionRole OverviewThe Head of CX Operations will lead the CX Operations team, driving operational excellence across all customer-facing functions. This strategic leadership role is responsible for designing and implementing standardized processes, tracking performance metrics, leveraging customer telemetry, and ensuring CX teams operate efficiently to deliver customer value throughout their journey with Darktrace. This role is pivotal in scaling the CX organization, optimizing customer outcomes, and supporting ambitious growth goals.CX Organization Includes

• Customer Success (CS)
• Renewals
• Solutions Engineering (SE)
• Professional Services (PS)
• [Other relevant functions]

Key Duties & ResponsibilitiesTeam Leadership & Strategy

• Lead, and mentor a high-performing CX Operations team.
• Develop and execute a CX Operations strategy aligned with the CARE lifecycle and company goals.
• Partner with CX leadership to align operational initiatives with team-specific objectives

Operational Excellence

• Provide Improved customer insights as a key stakeholder in the deployment, adoption and ongoing enhancement of Gainsight.
• Design and implement standardized processes for reporting and workforce management.
• Optimize resource allocation and capacity planning using workforce management tools.
• Drive process automation and reduce workflow redundancies.

Metrics & Reporting

• Define and standardize KPIs for each CX team.
• Oversee development of real-time dashboards and predictive analytics (e.g., Salesforce, Gainsight, Power BI).
• Deliver actionable insights to improve performance and customer health.

Functional Alignment

• Embed Functional Specialists within the CX Ops team to translate team needs into strategies.
• Collaborate with team leads to select relevant metrics and processes.

Compensation & Incentives

• Support the Sales Strategy team in designing and administering outcome-based compensation plans.

Enablement & Change Management

• Drive training and adoption of tools across CX teams.
• Lead change management for new processes and technologies.
• Develop playbooks for consistent execution of critical processes.

Cross-Functional Collaboration

• Partner with Sales, Product, and Finance to align CX operations with business goals.
• Represent CX Operations in executive discussions, advocating for strategic priorities.

ExperienceQualifications & Experience

• 10+ years in customer experience, operations, or related fields.
• 5+ years in a leadership role.
• Proven success scaling operations in SaaS, Cloud Native or Cybersecurity companies.
• Experience with operational design, metrics, compensation, and workforce planning.
• Familiarity with CX tools (Salesforce, Gainsight, Zendesk) and analytics platforms (Tableau, Power BI).

Skills

• Strategic thinking and business alignment.
• Expertise in Lean, Six Sigma, or similar frameworks.
• Strong analytical and KPI development skills.
• Exceptional leadership and mentoring capabilities.
• Deep understanding of CX functions and operational needs.
• Excellent communication and executive influence.
• Change management and training expertise.

Education

• Bachelor's degree in Business, Operations, or related field.
• MBA or advanced degree preferred.

Benefits

• 100% medical, dental and vision insurance, plus dependents
• Paid parental leave
• Pet insurance Discount
• Life insurance
• Commuter benefits
• 401(k)
• Employee Assistance Program

Seniority level

• Seniority levelExecutive

Employment type

• Employment typeFull-time

Job function

• Job functionBusiness Development and Sales
• IndustriesComputer and Network Security

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