Job details

Director, Digital Customer Experience Strategy & Operations

Strength in Trust

OneTrust unlocks the full potential of data and AI, securely and responsibly. Our platform enforces the secure handling of company data, empowering organizations to drive innovation responsibly while mitigating risks. With a comprehensive suite of solutions spanning data and AI security, privacy, governance, risk, ethics, and compliance, OneTrust enables seamless collaboration between data teams and risk teams to enable rapid and trusted innovation. Recognized as the market leader in trust, OneTrust boasts over 300 patents and serves more than 14,000 customers globally, ranging from industry giants to small businesses.

The Challenge

This role leads a team that helps the Global Customer Success organization improve effectiveness, efficiency, and consistency of the customer success delivery model.

At OneTrust, we empower customers to fully realize the value of our platform by providing guidance without requiring 1:1 interactions, allowing our teams to focus on high-value engagements. We are seeking an experienced Director for Digital Customer Experience to help our Customer Experience team scale their impact by identifying, creating, and managing digital content that enables customers to achieve their goals.

This role leads a team who helps the Global CS organization improve effectiveness, efficiency, and consistency of the customer delivery model throughout the customer journey. In this role, you will work with the Customer Experience team and its leaders to determine and act on next steps. Expect to take on project work and drive initiatives – this is a hands-on role!

Your Mission

Partner with Customer Experience (CX) leadership to define and execute on Customer Experience strategy by developing playbooks and automation to support customers from all tiers.
Define processes to plan, prioritize, execute, and measure success of digital initiatives
Maintains understanding of OneTrust product strategy & value proposition, SaaS model, tools, services, KPIs, process and program execution
Establish methods & tools to gather customer input and use this data to drive continuous improvement
Work closely with CX leadership to positively impact productivity, streamline key organizational changes, create leadership alignment, and define and accelerate process improvements to enable vision and success
Consolidate and present data around customer cancellation, customer churn reasons and overall customer case data to identify critical areas for improvement within our products and process to solve customer issues
Accountable for Customer Experience Operations focused on systems, tools, data and analytics, and communications
Conducts analysis, defines and reports on KPIs to leadership in support of Digital Customer Experience performance
Work closely with CX leaders to define right communication, right time and right audience
Strong management across global teams, people leadership, and talent development

You Are

7+ years of senior leadership experience in business operations with emphasis on developing and delivering complex technology solutions
4+ years analyzing and delivering business insights, driving strategy and vision mapping anchored in data and business outcomes, with direct Customer Success / Services / Experience operational excellence roles
Demonstrated expertise in developing and implementing customer success oriented standards, process improvements and operational efficiencies
Demonstrated people leadership and skill development focused skills required to foster customer relationships and emphasis on continuous improvement
Ability to demonstrate experience supporting enablement of customer success teams to proactively manage customers in a fast growing, dynamic environment supporting executive leaders
Definable experience influencing change management, problem resolution, and communicating complex ideas in coherent terms to cross function groups in a scaling environment

For California, Colorado, Connecticut, Nevada, New York, Rhode Island, and Washington-based candidates: the annual base pay range for this role is listed below. Within this range, individual pay is determined by several factors, including location, job-related skills, work experience, and relevant education and/or training. This role may also be eligible for discretionary bonuses, equity, and/or commissions, as well as benefits.

Salary Range

$16,500—$247,500 USD

Where we Work

OneTrust embraces a flexible working model. The underlying “why” for our workplace strategy is that we are intentional about the culture that we want to create together. That includes bringing teams together, in-person, throughout the year to collaborate, build connections, learn from each other, and celebrate our wins to Finish Stronger.

Each role may have specific flexible, hybrid, or in-office requirements, so we encourage you to verify the location of the role with your recruiter during your first interview.

Benefits

As an employee at OneTrust, you will be part of the OneTeam. That means you’ll receive support physically, mentally, and emotionally so that you can do your best work both in and out of the office. This includes comprehensive healthcare coverage, flexible PTO, equity stock options, annual performance bonus opportunities, retirement account support, 14+ weeks of paid parental leave, career development opportunities, company-paid privacy certification exam fees, and much more. Specific benefits differ by country. For more information, talk to your recruiter or visit onetrust.com/careers.

Resources

Check out the following to learn more about OneTrust and its people:

Your Data

You have the right to have your personal data updated or removed. You also have the right to have a copy of the information OneTrust holds about you. Further details about these rights are available on the website in our Privacy Overview. You can change your mind at any time and have your personal data removed from our database. In order to do this you must contact us and let us know you wish to be removed. The request should be made on the Data Subject Request Form.

Recruitment fraud warning: OneTrust is aware of scams involving false offers of employment with our company. The fraudulent jobs, interviews and job offers use fake websites, email addresses, group chat and text messages. Be aware that we never ask candidates for personal information, IDs or bank information during the interview process. We do not interview prospective candidates via instant message or group chat, and do not require candidates to purchase products or services, or process payments on our behalf as a condition of any employment offer. Please note that any legitimate interview availability requests will come directly from a OneTrust recruiter with an "@onetrust.com" email address. You may also receive legitimate emails from "@us.greenhouse-mail.io". Recruiters will only reach out to candidates who have applied for a role through our ATS (Greenhouse) or prospects via LinkedIn InMail. Job offers will come from a recruiter and may have a "@docusign.net" email address. For more information or if you have been targeted please reach out to askrecruiting@onetrust.com.

Our Commitment to You

When you join OneTrust you are stepping onto a launching pad — the countdown has begun. The destination? A career without boundaries working alongside a diverse and inclusive crew who is passionate about doing meaningful work. As a pioneer, your voice and expertise will help chart the direction of an entirely new industry — Trust. Our commitment to putting people first starts with you. Your growth is part of the mission. Our goal is to give you the power to embark on the next phase of your uniquely, unique career

OneTrust provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by local laws.

OneTrust Glassdoor Company Review

2.8

OneTrust DE&I Review

No rating

CEO of OneTrust

Kabir Barday

Approve of CEO

Average salary estimate

$132000 / YEARLY (est.)

min

max

$16500K

$247500K

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