Director, Customer Experience (CX) Operations

About the role

UPSTACK i s the leading full-service technology advisory firm , transforming how businesses design, source, implement, support, and optimize IT infrastructure. Clients benefit from decades of expertise, enhanced support, and UPSTACK's proprietary technology-delivering faster deployments, cost savings, and streamlined access to critical solutions. Our expertise includes: data center colocation, network connectivity, SD-WAN, unified communications, cloud contact center, CX-AI, private/public cloud, security, mobility, business continuity, and IoT. Under the leadership of Founder and CEO Christopher Trapp , UPSTACK is committed to exceptional customer experiences , serving 6,500+ clients-from SMBs to enterprises-and managing over $550M in annual technology spend across industries. The Director, Customer Experience (CX) Operations will own the operational backbone of UPSTACK's customer experience function. You'll build and enforce the standards, workflows, and measurement systems that make CX delivery consistent, scalable, and measurable across teams that come from different firms with different habits. You sit at the intersection of two accountabilities: revenue outcomes (retention, expansion, cross-sell) and operational standards (quality frameworks, data governance, platform adoption). Your job is to make sure the operating system under CX is continually improving and enabling the people doing advisory and support work to focus on customer needs instead of internal administration & process. This is a hands-on operational role. You'll scope and drive initiatives from definition through completion, move fast when the path is clear, and make pragmatic calls when it's not. The right person for this role is energized by building systems that change behavior and enable consistent quality and customer value at scale. In your first year, your focus will be on fundamentally improving how Customer Experience operates to increase efficiency, strengthen our data foundation, and drive measurable revenue impact. Reclaim CSM Capacity: You will redesign how CX work gets done to meaningfully reduce administrative overhead and unlock time for higher-value, customer-facing activities. This includes minimizing manual reporting, redundant system updates, and low-impact data tasks. Success will be measured by a clear, quantified shift in the balance of proactive engagement versus internal administrative work. Build the Data & Tooling Foundation: You will own the integrity and effectiveness of our core CX systems, including Salesforce and related lifecycle tooling. This means establishing clear data quality standards, implementing governance frameworks, and driving behavioral accountability so that data capture is consistent, reliable, and actionable. Your work will directly power reporting, prioritization, risk identification, and expansion insights across the organization. Operationalize Expansion Revenue: You will help evolve CX into a growth engine by building the operational infrastructure required to support expansion and cross-sell at scale. In partnership with Operations and Technology teams, you will develop account scoring models, health signals, trigger-based workflows, and clear CX-to-Sales handoff protocols-ensuring expansion efforts are structured, measurable, and consistently executed.

Responsibilities

• CX Quality Framework & Performance Measurement
• Design and operationalize four core quality metrics across all CX segments (strategic, key, growth).
• Build role-specific dashboards that connect daily work to quality outcomes.
• Partner with the data team to ensure CX metric definitions are governed and consistent with the company's semantic layer.
• Own the feedback loop: surface insights from quality data, drive corrective action, measure results.
• Build a capacity model tied to defensible input variables (account complexity, lifecycle stage, expansion potential) that informs headcount planning and account allocation decisions.
• Technology Platform Adoption & Workflow Integration
• Own the rollout and adoption of Lumopath as the primary CX operations platform, including role-specific validation, training, and workflow embedding.
• Drive on-system transaction rates toward the 50%+ target by identifying and eliminating the workaround

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