Director of CX Operations
Core
Design and optimize CX workflows using AI automation and data to improve guest experiences and operational efficiency for a global SaaS platform.
Role type
Senior IC Director of CX Operations (AI, Automation, Billing & Payments)
Builds
Scalable AI workflows, client-facing chatbots, and automated billing/payment processes
Domain
SaaS / Hospitality Technology
Deliverable
production ML models
Required skills
AI solution design, n8n, Make, Claude, AWS AgentCore, LangChain, LLMs, workflow engineering, data analysis, KPI reporting, team management, cross-functional leadership
Preferred skills
Hospitality industry experience, global B2B SaaS experience, billing/payments/revenue operations experience, AI agent architecture experience
Technologies
n8n, Make, Claude, AWS AgentCore, LangChain, Zendesk, Tymeshift, Airtable
Responsibilities
Build and deploy AI-based solutions and automations; architect complex scalable workflows integrating CX systems; own priorities for client-facing chatbot; manage network of AI agents; oversee CX tech stack; lead Billing & Payment Operations teams; define and own KPIs for billing/payment; drive root-cause analysis and continuous improvement
Seniority
Senior, hands-on IC
