Darktrace
Head of Global Customer Experience Operations Get AI-powered advice on this job and more exclusive features.
Founded by mathematicians and cyber defense experts in 2013, Darktrace is a global leader in cyber security AI, delivering complete AI-powered solutions in its mission to free the world of cyber disruption. We protect more than 9,000 customers from the world’s most complex threats, including ransomware, cloud, and SaaS attacks.
Make your application after reading the following skill and qualification requirements for this position.
Our roots lie deep in innovation. The Darktrace AI Research Centre based in our Cambridge, UK headquarters, has conducted research establishing new thresholds in cyber security, with technology innovations backed by over 130 patents and pending applications.
For more information on our cutting-edge technology, visit darktrace.com.
Job Decription
Role Overview
The
Head of CX Operations
will lead the CX Operations team, driving operational excellence across all customer-facing functions. This strategic leadership role is responsible for designing and implementing standardized processes, tracking performance metrics, leveraging customer telemetry, and ensuring CX teams operate efficiently to deliver customer value throughout their journey with Darktrace. This role is pivotal in scaling the CX organization, optimizing customer outcomes, and supporting ambitious growth goals.
CX Organization Includes
Customer Success (CS) Renewals Solutions Engineering (SE) Professional Services (PS) [Other relevant functions]
Key Duties & Responsibilities
Team Leadership & Strategy
Lead, and mentor a high-performing CX Operations team. Develop and execute a CX Operations strategy aligned with the CARE lifecycle and company goals. Partner with CX leadership to align operational initiatives with team-specific objectives
Operational Excellence
Provide Improved customer insights as a key stakeholder in the deployment, adoption and ongoing enhancement of Gainsight. Design and implement standardized processes for reporting and workforce management. Optimize resource allocation and capacity planning using workforce management tools. Drive process automation and reduce workflow redundancies.
Metrics & Reporting
Define and standardize KPIs for each CX team. Oversee development of real-time dashboards and predictive analytics (e.g., Salesforce, Gainsight, Power BI). Deliver actionable insights to improve performance and customer health.
Functional Alignment
Embed Functional Specialists within the CX Ops team to translate team needs into strategies. Collaborate with team leads to select relevant metrics and processes.
Compensation & Incentives
Support the Sales Strategy team in designing and administering outcome-based compensation plans.
Enablement & Change Management
Drive training and adoption of tools across CX teams. Lead change management for new processes and technologies. Develop playbooks for consistent execution of critical processes.
Cross-Functional Collaboration
Partner with Sales, Product, and Finance to align CX operations with business goals. Represent CX Operations in executive discussions, advocating for strategic priorities.
Experience
Qualifications & Experience
10+ years in customer experience, operations, or related fields. 5+ years in a leadership role. Proven success scaling operations in SaaS, Cloud Native or Cybersecurity companies. Experience with operational design, metrics, compensation, and workforce planning. Familiarity with CX tools (Salesforce, Gainsight, Zendesk) and analytics platforms (Tableau, Power BI).
Skills
Strategic thinking and business alignment. Expertise in Lean, Six Sigma, or similar frameworks. Strong analytical and KPI development skills. Exceptional leadership and mentoring capabilities. Deep understanding of CX functions and operational needs. Excellent communication and executive influence. Change management and training expertise.
Education
Bachelor’s degree in Business, Operations, or related field. MBA or advanced degree preferred.
Benefits
100% medical, dental and vision insurance, plus dependents Paid parental leave Pet insurance Discount Life insurance Commuter benefits 401(k) Employee Assistance Program Seniority level
Seniority levelExecutive Employment type
Employment typeFull-time Job function
Job functionBusiness Development and Sales IndustriesComputer and Network Security Referrals increase your chances of interviewing at Darktrace by 2x Get notified about new Head of Customer Experience jobs in
New York, NY . New York, NY $138,400 - $190,300 5 days ago Director, Customer Experience (Harry's & Flamingo) New York, NY $138,400 - $190,300 5 days ago Director, Customer Experience (Harry's & Flamingo) New York, NY $138,400 - $190,300 5 days ago New York City Metropolitan Area $130,000 - $150,000 2 days ago New York, NY $150,000 - $190,000 1 day ago SVP, Brand Management - Sports & Lifestyle New York City Metropolitan Area $200,000 - $300,000 1 week ago New York City Metropolitan Area $95,000 - $150,000 5 days ago New York, NY $200,000 - $250,000 2 weeks ago New York, NY $180,000 - $200,000 1 month ago New York, NY $180,000 - $210,000 1 month ago New York City Metropolitan Area $200,000 - $250,000 1 week ago Head of Strategic Customer Development and Sales Operations – US Foods Sales Englewood Cliffs, NJ $210,600 - $421,200 11 hours ago Head of Product - Core Identity & M/L Platform New York, NY $250,000 - $290,000 1 day ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr
Make your application after reading the following skill and qualification requirements for this position.
Our roots lie deep in innovation. The Darktrace AI Research Centre based in our Cambridge, UK headquarters, has conducted research establishing new thresholds in cyber security, with technology innovations backed by over 130 patents and pending applications.
For more information on our cutting-edge technology, visit darktrace.com.
Job Decription
Role Overview
The
Head of CX Operations
will lead the CX Operations team, driving operational excellence across all customer-facing functions. This strategic leadership role is responsible for designing and implementing standardized processes, tracking performance metrics, leveraging customer telemetry, and ensuring CX teams operate efficiently to deliver customer value throughout their journey with Darktrace. This role is pivotal in scaling the CX organization, optimizing customer outcomes, and supporting ambitious growth goals.
CX Organization Includes
Customer Success (CS) Renewals Solutions Engineering (SE) Professional Services (PS) [Other relevant functions]
Key Duties & Responsibilities
Team Leadership & Strategy
Lead, and mentor a high-performing CX Operations team. Develop and execute a CX Operations strategy aligned with the CARE lifecycle and company goals. Partner with CX leadership to align operational initiatives with team-specific objectives
Operational Excellence
Provide Improved customer insights as a key stakeholder in the deployment, adoption and ongoing enhancement of Gainsight. Design and implement standardized processes for reporting and workforce management. Optimize resource allocation and capacity planning using workforce management tools. Drive process automation and reduce workflow redundancies.
Metrics & Reporting
Define and standardize KPIs for each CX team. Oversee development of real-time dashboards and predictive analytics (e.g., Salesforce, Gainsight, Power BI). Deliver actionable insights to improve performance and customer health.
Functional Alignment
Embed Functional Specialists within the CX Ops team to translate team needs into strategies. Collaborate with team leads to select relevant metrics and processes.
Compensation & Incentives
Support the Sales Strategy team in designing and administering outcome-based compensation plans.
Enablement & Change Management
Drive training and adoption of tools across CX teams. Lead change management for new processes and technologies. Develop playbooks for consistent execution of critical processes.
Cross-Functional Collaboration
Partner with Sales, Product, and Finance to align CX operations with business goals. Represent CX Operations in executive discussions, advocating for strategic priorities.
Experience
Qualifications & Experience
10+ years in customer experience, operations, or related fields. 5+ years in a leadership role. Proven success scaling operations in SaaS, Cloud Native or Cybersecurity companies. Experience with operational design, metrics, compensation, and workforce planning. Familiarity with CX tools (Salesforce, Gainsight, Zendesk) and analytics platforms (Tableau, Power BI).
Skills
Strategic thinking and business alignment. Expertise in Lean, Six Sigma, or similar frameworks. Strong analytical and KPI development skills. Exceptional leadership and mentoring capabilities. Deep understanding of CX functions and operational needs. Excellent communication and executive influence. Change management and training expertise.
Education
Bachelor’s degree in Business, Operations, or related field. MBA or advanced degree preferred.
Benefits
100% medical, dental and vision insurance, plus dependents Paid parental leave Pet insurance Discount Life insurance Commuter benefits 401(k) Employee Assistance Program Seniority level
Seniority levelExecutive Employment type
Employment typeFull-time Job function
Job functionBusiness Development and Sales IndustriesComputer and Network Security Referrals increase your chances of interviewing at Darktrace by 2x Get notified about new Head of Customer Experience jobs in
New York, NY . New York, NY $138,400 - $190,300 5 days ago Director, Customer Experience (Harry's & Flamingo) New York, NY $138,400 - $190,300 5 days ago Director, Customer Experience (Harry's & Flamingo) New York, NY $138,400 - $190,300 5 days ago New York City Metropolitan Area $130,000 - $150,000 2 days ago New York, NY $150,000 - $190,000 1 day ago SVP, Brand Management - Sports & Lifestyle New York City Metropolitan Area $200,000 - $300,000 1 week ago New York City Metropolitan Area $95,000 - $150,000 5 days ago New York, NY $200,000 - $250,000 2 weeks ago New York, NY $180,000 - $200,000 1 month ago New York, NY $180,000 - $210,000 1 month ago New York City Metropolitan Area $200,000 - $250,000 1 week ago Head of Strategic Customer Development and Sales Operations – US Foods Sales Englewood Cliffs, NJ $210,600 - $421,200 11 hours ago Head of Product - Core Identity & M/L Platform New York, NY $250,000 - $290,000 1 day ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr