Director, Customer Experience

onX is seeking a Director, Customer Experience to lead and evolve our 40-person Customer Experience (CX) organization into a world-class product differentiator as we scale our products. The Director, Customer Experience will oversee all CX functions, supporting delivery, systems, customer insights, and self-service experiences, and reports to the COO.

Requirements

• 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-growth environments.
• Bachelor’s degree or equivalent professional experience.
• Experience building scalable customer support operations that balance human 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 direct authority.
• A strong curiosity for exploring new technologies, including AI
• A shared passion for and ability to demonstrate onX’s Company Values.
• Permanent US work authorization is a condition of employment with onX.
• Ability to travel quarterly or multiple days to a corporate office or other onX strategic location, such as a Basecamp.

Benefits

• Competitive salaries, annual bonuses, equity, and opportunities for growth
• Comprehensive health benefits, including a no-monthly-cost medical plan
• Paid 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 Active” funds to fuel your active lifestyle
• Flexible time away package that includes PTO, STO, VTO, and paid holidays