Director of Client Experience, Strategy & Operations

About the Role

The Panorama Education CX Strategy and Operations team is looking for a Director, CX Strategy & Operations to join our growing team. We are a group of analytical and process-driven professionals looking to drive operational excellence and strategic decision making across Panorama’s CX organization. Reporting into the VP of CX Strategy & Operations, the primary responsibilities will focus on deeply understanding CX strategy and the impact to our clients, taking into account seasonal demands and industry nuances, to develop and implement cross functional programs, processes and tools to advance key opportunities within the business and enhance the client experience. In this role, you will drive tight alignment between RevOps, Product, and Client Experience leadership at Panorama, as well as ensure leaders and teams have access to the tools and data they need to effectively help our clients navigate the client journey and realize their goals and intended outcomes.

You are someone looking to make an impact, driving business decisions through business partnership and data-driven recommendations. You have the appetite to gain a full understanding of Panorama’s business, along with the inner workings of the Client Experience organization. You are a collaborative leader, stakeholder manager and problem-solver who will work closely with members of CX, RevOps, and other parts of the organization.

Responsibilities:

• Manage and develop your team to partner to define and drive data-driven client experience strategies from planning through execution.
• Work closely and collaboratively with CX leadership to provide business recommendations on strategies that will enable us to drive growth and efficiencies at scale
• Collaboratively create and implement a strong vision centered on the tooling, processes, and data required to support our CX colleagues in their work across the client journey. 
• Partner with analysts to craft a narrative around business and program performance on a monthly basis and ensure we have the reporting infrastructure to answer any questions we may have about the business
• Work with the CX leadership team to identify needs, pain points, and timelines and drive towards milestones and deliverables
• Develop relationships across the entire CX and broader Panorama Education team to advocate for the best client experience possible
• Design, implement, and monitor key tooling and processes that ensure the future sustainability and quality of the support we provide to our customers. 
• Motivate and empower the entire CX Operations team to reach challenging goals as the needs of our customers and business continue to change. 
• Manage change effectively using strategies that honor the mission and culture of the organization
• Manage risk by making thoughtful decisions in uncertain environments. 
• Working with the VP, define and own goals, KPI and targets for your team and across the CX org

Our Ideal Candidate: 

• 5-7 years of experience in operations, customer success, customer experience in the technology/SaaS industry preferred with stellar project management, verbal, visual, and written communication skills 
• 3+ years of people management experience with a record of effective people management and mentorship
• An understanding of how to facilitate exceptional customer experiences at scale through the lens of process, tooling and people - ability to synthesize multiple points of view while owning a coherent action plan to drive towards execution
• A passion for taking ideas from initial analysis to execution in collaboration with cross functional stakeholders
• Very analytical and data-driven, with advanced Excel/Google Sheets proficiency and the ability to identify trends and craft a narrative around performance 
• Appetite for, and experience in, leveraging data to inform decision making and to influence strategy with a solid understanding of Saas metrics and the ability to explain the data insights to business partners
• Comfortable with tools and software that power our team(s): Excel, Gainsight, SFDC, Tableau, etc - and can provide strategic guidance on where we invest time and money to provide more cross-functional visibility, and drive efficiencies
• Fast-learning, humble, high growth mindset, and thrives in a fast-paced, high-growth environment
• Passionate about education and improving outcomes for students.
• Committed to diversity, equity, inclusion, and belonging