Client Experience Strategy & Operations Director

Who We Are

For over 25 years, Doxim has helped organizations transform the way they deliver critical communications through innovative technology, secure omnichannel solutions, and an unwavering commitment to excellence. Today, we proudly support more than 1,500 clients across a variety of industries, helping businesses communicate more effectively and create stronger customer experiences. What truly sets us apart is our people. We are building a culture where fresh ideas are welcomed, growth is encouraged, and employees are empowered to take on meaningful challenges, make a real impact, and help shape the future of customer communications.

Doxim's New Client Experience Strategy and Operations Director

We’re looking for a Client Experience Strategy and Operations Director to help shape how we measure, understand, and continuously improve the client experience. Reporting to the SVP of Client Experience, this highly visible individual contributor will lead CX reporting, client health and satisfaction measurement, churn prediction, and client communication enablement, leveraging Salesforce and Pardot to turn data into meaningful, actionable insights.

If you are seeking to elevate your career and join a team that is pioneering tech-enabled solutions, we would be delighted to meet you.

 

Responsibilities

Client Communications Strategy & Enablement

• Develop consistent, compliant client communication standards across Client Service and Client Experience, ensuring messaging is timely, accurate, and aligned with client expectations.
• Partner with Sales, Marketing, and CX leadership to align messaging, reporting cadence, QBRs, and executive communications.

Client Health, Satisfaction & Retention Analytics

• Develop and refine client health, satisfaction, and churn models using operational, engagement, and financial data to identify risk and support proactive intervention.
• Standardize measurement of client sentiment, value realization, and account health, translating insights into actionable recommendations for CX and Sales teams.

 Reporting & Performance Visibility

• Create executive-ready Salesforce dashboards that provide centralized visibility into client health, service performance, capacity, resource utilization, and retention trends.
• Ensure reporting supports internal decision-making and client-facing needs while promoting data integrity and consistent use of Salesforce and Pardot.

 Operational Efficiency & Value Measurement

• Monitor workload, productivity, resource utilization, and capacity to evaluate operational performance and CX's impact on retention, growth, and client satisfaction.
• Identify workflow and service delivery inefficiencies and lead improvements that enhance scalability, quality, and compliance.

 Training, Process Development & Effectiveness

• Develop standardized training, documentation, and processes that improve consistency, efficiency, and effectiveness across Client Service and Client Experience.
• Establish success metrics and drive adoption of process improvements and best practices through structured change management.

 AI Enablement & Innovation

• Evaluate and implement AI solutions that improve reporting, predictive analytics, workflow automation, client insights, and service efficiency.
• Partner with Technology, Product, and Compliance to ensure AI capabilities are implemented securely, responsibly, and in accordance with regulatory requirements.

 Cross-Functional Leadership & Governance

• Serve as a strategic partner across Client Experience, Sales, Marketing, Finance, Operations, Technology, and Compliance to strengthen alignment and execution.
• Establish clear governance and accountability while providing leadership with data-driven insights into performance, risks, and opportunities.

Skills: 

• Strong problem-solving and critical thinking abilities
• Detail-oriented
• Strong oral and written communication, and presentation skills
• Operational rigor and accountability
• Strategic thinking with strong execution discipline
• Ability to influence and align cross-functional stakeholders
• Comfort operating in fast paced, high-complexity environments

Proficient knowledge and experience with:  

• MS Office 
• Sales Engagement tools
• CRM/SLA Management Systems (Salesforce preferred)
• B2B Marketing Automation Software

 Qualifications:

• Bachelor’s degree in Business Administration or a related field.
• 8–12 years of relevant experience in client experience operations, analytics, professional services, or a related field.
• Self-motivated and able to work effectively in a remote environment.
• Hands-on experience with Salesforce and Pardot, including dashboards, reporting, workflow alignment, and operational enablement.
• Demonstrated success in developing client health, satisfaction, and churn measurement frameworks.
• Strong experience in operational reporting, workforce analytics, and performance measurement.
• Proven ability to translate complex data into clear, actionable insights for executives and clients.

Physical Demands:  This role requires prolonged periods of sitting and extensive computer use, including frequent use of a keyboard and mouse.

Travel:  Up to 25%; to meet with clients on occasion, may include industry conferences and corporate events.

FLSA Status: Exempt

 

Why Doxim?

Work Environment That Suits You: Our opportunities come in all shapes and sizes; from fully remote, to in-office, to hybrid; across North America, South Africa, and Europe.

Benefits That Fit: As of Day 1 of employment, our flexible benefit options have you covered from healthcare to employer-matched retirement savings and everything in between.

Growth That Excites: We are passionate about nurturing talent from within so this won’t be just a job – it will be a journey.

Time Off That Recharges: Take the breaks you deserve with our generous PTO policy designed to help you rest, reset, and return at your best.

Refer & Reap the Rewards: Love working at Doxim?  When you refer talented people to join us, you’ll earn a bonus through our Employee Referral Program. Great people know great people!

Thank you for your interest in Doxim!  Due to the volume of applications we receive, only selected candidates will be contacted. 

Website - www.doxim.com

Be aware of suspicious recruitment activity during your job search.  Doxim will only reach out to interview, make an offer of employment, or conduct onboarding activities for candidates who have applied directly to one of our open roles. When interviewing for a position, the candidate experience will include live interaction, such as a video call or in-person interview, with a Doxim Talent Acquisition team member and/or company employee(s). We will never ask for any money or payments from applicants at any point in the hiring process. We will only reach out from a @doxim.com email address; no other email addresses will be used. Remain vigilant and if you think you are a victim of an employment scam, please contact your local law enforcement agency