Director, Customer Experience Operations

Position: Director, Customer Experience Operations
Reports To: Chief Customer Officer
Department: Customer Experience
Location: Remote, US
Work Authorization: Right to work in the US required

BlueVoyant is seeking a hands-on, builder-minded Director, Customer Experience Operations to join the Chief Customer Officer's leadership team. You will build the operational backbone that connects Deployment, Professional Services, Support, Customer Success, DFIR and the Security Operations Center (SOC) into one Customer Experience organization: the KPIs everyone trusts, the processes and playbooks that make good practice repeatable, and the systems that keep our data clean enough to drive real decisions. You will also run the program office for the CCO's 2027 operational plan, turning executive decisions into owned, tracked and delivered outcomes across CX, Sales, Product, Engineering, Finance and People.

What You'll Do:

• CX Transformation Program: Own the portfolio of cross-functional CX initiatives in the 2027 plan, with a single decisions and actions log, named owners, milestones and a weekly operating rhythm. Report progress, risks and dependencies to the CCO and executive leadership team (ELT), and lead change management so new processes are adopted, not just launched.
• One Front Door for Customers: Make Support the single front door for every non-SOC request, with one ticket, one owner, a Sev 1–4 severity model, SLAs and entitlement checks. Define routing and handoffs across Support, SOC, Deployment, Professional Services, DFIR and Customer Success, replace Slack-based bug and feature requests with a trackable escalation process, and stand up customer self-service through a support portal, knowledge base and AI chatbot.
• CX Systems & Data: Partner with the CIO, Data and Engineering teams to own the CX technology roadmap, including ServiceNow, the Rocketlane PSA rollout, Salesforce, support tooling and AI deflection. Deliver a Customer 360 view, lead Customer Health Score v2 and the customer loss-reason taxonomy, and own post-sales Salesforce data hygiene with Sales Operations and Finance.
• Metrics Everyone Trusts: Build one CX dashboard and executive reporting covering gross and net retention, SOC SLA attainment and MTTA, support response and resolution times, CSAT and NPS, time-to-value and cost-to-serve. Track SOC alert volume by customer and tier, launch CSAT after every support case and a twice-yearly independent NPS survey, and measure Professional Services and DFIR utilization, realization and margin.
• Onboarding & Time to Value: Work with Deployment to reduce onboarding from around 90 days to 45–60 days through standard prerequisites, packaged deployments and days-to-value tracking, and design clean handovers to Support, the SOC and Customer Success.
• Margin & Entitlement: Make service descriptions, entitlements and contract terms operational so we deliver what we sell and charge for what goes beyond it. Support the move to a paid Premier Support tier, managed collectors as a paid service and a fair-usage policy, and design approval and tracking for service credits and term extensions.
• Capacity Planning & Organization Design: Lead capacity planning and resource models across CX, including CSM coverage by customer tier, the SOC follow-the-sun model and spans of control, and support compensation and incentive operations for customer-facing teams.
• Quality & Continuous Improvement: Run root cause analysis and after-action reviews with a central record of customer communications, embed outage and incident communication processes, and build and lead a small, high-performing CX Operations team that uses AI and automation to scale.

What Success Looks Like in Your First 12 Months:

• Every non-SOC customer request runs through one front door, with severities, SLAs and an owner until it closes.
• The ELT reviews one trusted CX dashboard each month, and retention, SLA and CSAT trends are moving in the right direction.
• Customer 360 and Health Score v2 are live and used before every executive customer conversation.
• Median onboarding is 60 days or less, and requests for credits and extensions are falling.
• The 2027 plan's initiatives have owners, dates and visible progress.

What You'll Bring:

• You're a builder, not a spectator: a credible, low-ego operator who turns ambiguity into structure, holds peers across Sales, Product, Engineering and Finance to account, and makes change stick.
• 10+ years of operational leadership in Customer Experience, Customer Success, Support, Revenue Operations or GTM strategy, ideally in B2B SaaS or managed services.
• A track record of scaling global CX operations across the US, EMEA and APAC, and of working directly with C-level leaders.
• Proven program and change leadership, having run multi-team transformations and made them stick.
• Deep expertise in customer health scoring, churn analysis, retention forecasting and capacity planning.
• Hands-on experience owning and modernizing CX technology such as ServiceNow, Salesforce, PSA tools, customer success platforms and support deflection or AI tools.
• Strong analytical skills, with the ability to turn complex data into clear insight and executive recommendations using BI tools such as Power BI, Tableau or Snowflake.
• Comfort with commercial detail, including service descriptions, entitlements, pricing and margin.
• A collaborative style and the credibility to influence and align senior peers.

Nice to Have:

• Experience in cybersecurity, MDR, MSSP or another managed security services business.
• Experience implementing a PSA platform (e.g. Rocketlane) or launching customer self-service and AI-driven support deflection.
• Experience designing paid support tiers, fair-usage policies or entitlement models.

Education:

• Bachelor's degree or equivalent practical experience.

Why BlueVoyant?

• Build the operating backbone of a global CX organization from the ground up, with a seat on the Chief Customer Officer's leadership team and real influence on the 2027 plan.
• Shape how BlueVoyant delivers across Deployment, Professional Services, Support, Customer Success, DFIR and the SOC, using modern CX tooling, data and AI to drive measurable customer outcomes.
• Join a global, mission-driven cybersecurity company defending organizations worldwide with cutting-edge data, technology, and expertise.
• Competitive compensation and a comprehensive benefits package, with support for wellbeing, development, and career growth.

About BlueVoyant

BlueVoyant is an AI-driven cybersecurity company dedicated to standing between our customers and cyber threats. By combining human, artificial, and proprietary intelligence, we deliver a unified solution that protects every organization’s network, identities, vendors, and digital footprints as a single attack surface. The company’s award-winning Microsoft Security expertise helps organizations maximize their security investments while reducing risk and ensuring compliance.

Led by CEO, John Hernandez, BlueVoyant’s highly skilled team includes former government cyber officials with extensive frontline experience in responding to advanced cyber threats on behalf of the National Security Agency, Federal Bureau of Investigation, Unit 8200, and GCHQ, together with private sector experts. BlueVoyant services utilize large real-time datasets with industry leading analytics and technologies.

Founded in 2017 by Fortune 500 executives, including Chairman of the Board, Jim Rosenthal, Vice Chairman, Tom Glocer, and former Government cyber officials, BlueVoyant is headquartered in New York City and has offices in Maryland, Tel Aviv, London, Budapest, and Latin America and is committed to building a workplace where talented people are empowered to do their best work in the fight against global cyber threats.

All employees must be authorized to work in the United States of America. BlueVoyant provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, BlueVoyant complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

Disclaimer: Please note that pursuant to contractual requirements and applicable law, for employees to perform work on some of the company's federal contracts, U.S. citizenship is required. Accordingly, an employee's ability to perform work on such contracts is contingent upon the company's verification of the employee's citizenship status.

Important Information for Applicants: BlueVoyant uses AI-assisted tools within our applicant tracking system to help identify candidates whose experience and skills best match the requirements of a role. This technology provides hiring teams with added insights to support fair and efficient hiring decisions. All applications are reviewed by a member of our hiring team, and final hiring decisions are made by humans, not AI. By submitting your application, you acknowledge that AI tools may assist in the evaluation of your resume as part of the recruitment process.

Interview Expectations: As part of our interview process, we assess your experience through real-time discussion, so we expect responses to be your own. While we embrace the use of AI within our business and recruitment process, we do not permit its use during interviews. Any suspected use of AI during an interview will be challenged, and this may include the use of detection tools.

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