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Customer Experience Operations Director


Lowell - Massachusetts - USA


Customer Service/Support

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The Director of Customer Experience (CX) Operations is responsible for closing the gaps in our customer journey by unifying cross-functional processes, data and systems to scale an exceptional customer and employee experience. This position requires a practitioner’s knowledge of the cloud customer journey, define engagement processes and is well versed in data, analytics and performance insights. The successful candidate has a proven track record of leading and delivering strategic initiatives, that rely on all aspects of planning, analysis, requirements, design, development, testing and deployment, including training, communication and change management.

The Director of Customer Experience Operations will engage cross-functionally with experts in Marketing, Sales, Professional Services, Support, Cloud Operations, Customer Success, Product, Finance and IT to build positive and productive relationships. The right individual will put our customers first, be curious, open-minded, collaborative, proactive, a critical analytical thinker, excellent communicator, have a positive can-do attitude, and relentless in pursuit of desired outcomes.

Plan and Govern
• Plan a core team engagement model, roles, and decision-making forums
• Govern CX delivery projects and overall portfolio management
• Plan milestones, activities, and timelines of CX delivery projects

Strategize and Define
• Translate customer journey experience outcomes to desired processes
• Inform a holistic data strategy, roles, rules, quality, compliance, ethics
• Document and deliver customer experience delivery project requirements
• Identify process performance metrics and benchmarks

Deliver and Create Awareness
• Communicate objectives, scope and progress with broader Kronos audience
• Identify change management areas; build internal awareness and education program
• Innovate and analyze voice of customer and employee programs to inform changes


• 8-10+ years of business and technology leadership experience
• Bachelor’s Degree in business, information systems, or relevant field
• Passion for working in a consultative and hands on manner, to intersect user experience, data, process, analytics, technology, and business value
• Process oriented with strong understanding of SaaS business go to market model
• Data management, governance, and business intelligence management experience
• Experience managing teams, directly and indirectly, mentoring and knowledge sharing
• Ability to be flexible and work with ambiguity, open-minded and curious; positive attitude
• Excellent communication skills, verbal and written, able to present to executives or detailed analysts


Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.