Job summary
Job post source
This job is directly from Level Access
Job overview
The Senior Director of Customer Experience Operations at Level Access leads and builds a high-performing operations team to optimize customer lifecycle outcomes through data, systems, and process improvements.
Responsibilities and impact
The role involves developing an operational roadmap, leading AI adoption, managing cross-functional partnerships, overseeing delivery, product support, and customer success operations to drive efficiency, scalability, and customer satisfaction.
Compensation and benefits
The position is full-time salaried with a competitive benefits package including bonus opportunities and unlimited vacation/FTO; salary is commensurate with experience.
Experience and skills
Candidates need 10-15+ years in operations or customer experience with a track record of leading global teams, AI implementation experience, expertise in resource management and PSA systems, and strong leadership and data-driven decision skills; advanced degrees and SaaS experience are preferred.
Work environment and culture
Level Access values diversity and inclusion, promotes collaboration and accountability, and supports a fully remote work environment with occasional travel.
Company information
Level Access is a leader in digital accessibility focused on creating inclusive digital experiences, serving a global employee base and partners.
Team overview
The candidate will join the CX Operations team reporting to the Chief Customer Experience Officer and collaborate with VP/Director-level leaders across functions, supporting about 200 employees and global delivery partners.
Job location and travel
The role is fully remote with travel as needed.
Application process
Applicants must submit a cover letter and resume for immediate consideration; the company is an Equal Opportunity Employer committed to workforce diversity.
Unique job features
This newly created role offers the opportunity to lead AI adoption in CX operations and develop scalable operational strategies across multiple customer-facing functions.
Company overview
Level Access is a company that specializes in digital accessibility solutions, helping organizations ensure their digital content is accessible to people with disabilities. They provide software, consulting, and training services to assist businesses in complying with accessibility standards and regulations, such as the Americans with Disabilities Act (ADA) and the Web Content Accessibility Guidelines (WCAG). Founded in 1997, Level Access has a long history of advocating for digital inclusivity and has developed a reputation for expertise in accessibility compliance. The company generates revenue by offering a suite of accessibility tools and services, including audits, remediation, and ongoing support, to a wide range of industries. Their mission is to create a more inclusive digital world by empowering organizations to provide equal access to all users.
How to land this job
Position your resume to highlight your extensive experience in operations leadership, especially in building and scaling global post-sales teams, aligning with Level Access's need for a Senior Director of Customer Experience Operations.
Emphasize your expertise in operational strategy, resource management, capacity planning, and familiarity with PSA tools like Certinia, JIRA, Zendesk, and Gainsight, as these are critical for optimizing customer lifecycle outcomes.
Apply through multiple channels including Level Access's corporate careers page, LinkedIn, and other job boards to maximize your application visibility and chances.
Connect on LinkedIn with current leaders and team members in Level Access's Customer Experience division; ice breakers could include asking about their experience implementing AI in operations or inquiring about how the CX operations team collaborates with cross-functional partners.
Optimize your resume for ATS by incorporating keywords from the job description such as 'AI solutions,' 'operational roadmap,' 'capacity planning,' 'PSA systems,' 'customer success metrics,' and 'data-driven decision making' to ensure your resume passes initial screenings.
Use Jennie Johnson's Power Apply feature to automate applying across multiple platforms, tailor your resume to the job description, and identify LinkedIn contacts for networking, freeing you to focus on strategic preparation and interviews.
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