Uneekor, Inc.
Uneekor, Inc. uses technology and design to connect the world through golf, empowering every golfer to be the best version of themselves on and off the course. We have revolutionized the US golf simulator industry from the commercial golf simulator market success at the global level by offering first-of-its-kind overhead launch monitors in the open technology platform to thousands of individual golfers.
As our next Director of Customer Excellence (CX), you will be responsible for designing and championing a cohesive, end-to-end customer journey to maximize customer satisfaction, loyalty, and long-term customer lifetime value (CLV). You will work closely with internal teams, including Sales, Marketing, Engineering, and Quality Assurance, to gather customer insights, identify critical pain points, and prioritize cross-functional initiatives that improve the service, product, and overall user experience.
Responsibilities:
Define and champion the multi-year CX strategy and vision, aligning customer needs with Uneekor's business goals and product roadmap. Own and continuously map the end-to-end customer journey for key segments, proactively identifying pain points and moments of delight across hardware, software, and service interactions. Establish a robust Voice of the Customer (VOC) program, ensuring customer feedback is collected, analyzed, and seamlessly integrated into product development, marketing, and operations decisions. Own and track core CX performance metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), Churn Rate, and CLV. Develop and present executive-level dashboards and reports that translate CX data into clear, actionable business insights for senior leadership. Lead deep-dive analysis into customer complaints and common support issues to identify systemic failures and root causes within product, process, or training. Lead the Support team to enhance service delivery efficiency, reduce time-to-resolution, and improve first-contact resolution rates. Partner with Product Management and Engineering to translate user pain points and feature requests into prioritized, executable product requirements for both hardware and software. Collaborate with Marketing and Sales to optimize customer onboarding flows, creating resources and documentation that drive product adoption and success. Ensure customer-facing processes are clear, efficient, and consistently executed across all operational touchpoints, working closely with Quality Assurance. Qualifications:
Bachelor’s degree in business, Marketing, Communications, or a related field. 8+ years of progressive experience in Customer Excellence, Customer Success, Service Operations, or Product Management, with 3+ years directly leading CX initiatives or teams. Proven experience defining and executing multi-year CX strategies, resulting in measurable improvements to NPS/CSAT and CLV. Deep proficiency in CX measurement methodologies, data analysis, and translating qualitative feedback into quantitative business cases. Exceptional communication, collaboration, and influencing skills, with proven ability to align executives and cross-functional teams toward common customer outcomes. Proven ability to thrive in a fast-paced startup mode and readiness to lead teams through the challenges and rewards of the scale-up phase. Experience utilizing CRM, CSAT/NPS platforms, and data visualization tools to manage and report on the customer journey. Experience with sports entertainment technology and golf preferred. Uneekor Inc. is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.
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Define and champion the multi-year CX strategy and vision, aligning customer needs with Uneekor's business goals and product roadmap. Own and continuously map the end-to-end customer journey for key segments, proactively identifying pain points and moments of delight across hardware, software, and service interactions. Establish a robust Voice of the Customer (VOC) program, ensuring customer feedback is collected, analyzed, and seamlessly integrated into product development, marketing, and operations decisions. Own and track core CX performance metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), Churn Rate, and CLV. Develop and present executive-level dashboards and reports that translate CX data into clear, actionable business insights for senior leadership. Lead deep-dive analysis into customer complaints and common support issues to identify systemic failures and root causes within product, process, or training. Lead the Support team to enhance service delivery efficiency, reduce time-to-resolution, and improve first-contact resolution rates. Partner with Product Management and Engineering to translate user pain points and feature requests into prioritized, executable product requirements for both hardware and software. Collaborate with Marketing and Sales to optimize customer onboarding flows, creating resources and documentation that drive product adoption and success. Ensure customer-facing processes are clear, efficient, and consistently executed across all operational touchpoints, working closely with Quality Assurance. Qualifications:
Bachelor’s degree in business, Marketing, Communications, or a related field. 8+ years of progressive experience in Customer Excellence, Customer Success, Service Operations, or Product Management, with 3+ years directly leading CX initiatives or teams. Proven experience defining and executing multi-year CX strategies, resulting in measurable improvements to NPS/CSAT and CLV. Deep proficiency in CX measurement methodologies, data analysis, and translating qualitative feedback into quantitative business cases. Exceptional communication, collaboration, and influencing skills, with proven ability to align executives and cross-functional teams toward common customer outcomes. Proven ability to thrive in a fast-paced startup mode and readiness to lead teams through the challenges and rewards of the scale-up phase. Experience utilizing CRM, CSAT/NPS platforms, and data visualization tools to manage and report on the customer journey. Experience with sports entertainment technology and golf preferred. Uneekor Inc. is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.
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