Location: Boston, MA (Hybrid)
Reports To: SVP of Customer Experience
Employment Type: Full-Time
Travel: N/A
This position requires activities that are subject to US Export Control Laws and require US Citizenship or Green Card Holder.
The OpportunityPaperless Parts is seeking a Director of Customer Experience Operations to build and scale the operational foundation supporting our Professional Services, Customer Success, Support, and Managed Services teams. You will own the strategy, analytics, capacity planning, and technical stack that enable predictable growth and exceptional customer outcomes across our delivery functions.
In this high-impact leadership role, you will act as the operational bridge between Sales, Finance, Product, and CX leadership. By pairing strong analytical capabilities with execution-focused leadership, you will turn operational data into actionable strategies that drive capacity, customer retention, and functional consistency across the entire CX organization.
What Success Looks Like (First 6-12 Months)- Capacity & Utilization Accuracy: Build and deploy a resource and capacity forecasting model that accurately aligns sales bookings with delivery capabilities within 90 days.
- BI & Executive Reporting: Standardize CX metric tracking to deliver executive- and board-level dashboards that clearly identify performance trends, delivery risks, and revenue opportunities.
- Tool Stack Integration: Streamline our PSA and CRM workflows to increase data quality and automated process adoption across all CX frontline teams by 20%.
Key Responsibilities- Operational Strategy & Execution: Build and continuously refine scalable operating models, business rhythms, and execution consistency across all CX teams, leveraging AI to enhance process efficiency.
- Resource & Capacity Planning: Lead workforce planning, utilization tracking, backlog management, and services forecasting by linking Sales pipelines to delivery capacity.
- Analytics & Business Intelligence: Own CX reporting across operational, delivery, and financial metrics, utilizing AI-driven tools to provide executive leadership with root-cause analysis and actionable recommendations.
- Systems & Process Excellence: Optimize and scale core technology platforms (PSA, CRM, Support systems) through AI automation, workflow integration, and rigorous data quality standards.
- Cross-Functional Partnering: Serve as the strategic operating partner to Sales, Finance, Product, and Business Operations while driving alignment on company-wide priorities.
- Team Leadership & Accountability: Lead through influence to establish process adherence and operational accountability across frontline CX teams.
Qualifications & ExperienceCore Requirements- Operations Leadership: Demonstrated track record scaling customer success, professional services, revenue, or business operations within a fast-growing B2B SaaS or technology environment.
- Resource & Capacity Management: Advanced expertise managing services forecasting, backlog analysis, utilization, and capacity modeling linked to sales forecasts.
- Executive Analytics: Strong financial and analytical acumen with experience presenting operational metrics, risks, and strategic initiatives to executive teams.
- Cross-Functional Alignment: Proven ability to influence and collaborate across Sales, Finance, and Product departments while driving accountability.
- Location: Boston, MA (Hybrid arrangement).
Preferred Qualifications- Systems Mastery: Hands-on experience implementing, configuring, or optimizing enterprise tools like PSA, CSP, ServiceCloud, and other Customer Success or BI platforms.
- Process Optimization & AI: Demonstrated success driving tool adoption and designing automated, standardized workflows for frontline teams using modern software and AI tools.
Salary range:$163,000 - $220,000 + bonus & equity
The job posting range is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee's pay position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, performance, sales or revenue-based metrics, and business or organizational needs.
Paperless Parts LifeCulture: At Paperless Parts, we value intentionality, persistence and relationships. We live and breathe these values every day. As a fast-growing company, we're continually improving what we've built while still building from the ground up.
Boston Office: Our office is full of energy; people regularly collaborate to solve complex problems. We recognize that people work well in different environments and have intentionally designed our office to provide collaborative spaces and quiet focus areas. Our height-adjustable desks are set up with additional monitors, and employees are provided with the latest Apple technology to support productivity.
Our headquarters is located in downtown Boston, MA and easily accessible to most transit routes (Red/Blue/Orange/Green Line/South Station/North Station).
Encinitas Office: Our California office is our newest office which seats our West Coast sales team. The office has an open floor plan with several conference rooms to encourage collaboration with your colleagues in California and TV's to connect with those sitting in Boston or remotely. The office is walking distance from Downtown Encinitas, the Coaster train stop, and tons of activities on the 101.
Benefits: We value you and your family. With this in mind, full-time employees are provided:
- 100% coverage of health, dental, and vision for you and your dependent
- Competitive compensation philosophy
- Unlimited PTO
- 13+ paid holidays
- Company-sponsored wellness stipend
- Pre-tax Commuter and FSA/Dependent Care FSA
- 401(k) plan
- Employee recognition program
Responsible for adherence to all security and privacy requirements, rules and regulations and implement as required.
