Director, Customer Experience

ABOUT onX We’re a team of builders, adventurers, and risk takers using technology to help people confidently explore the outdoors. Driven by our mission to awaken the adventurer inside everyone, we build products that optimize every outdoor experience and inspire confidence to get out and go further. We’re a high-growth tech company. The pace is fast, the work takes grit, and ambiguity is part of the job. As the world changes around us, we adapt - continuously evolving how we build, prioritize, and deliver. Our business moves quickly, and there’s real opportunity to shape what we build next. Each of our verticals - Hunt, Offroad, Backcountry, and Fish - is at a different stage of maturity, which means the challenges you encounter and the impact you have will vary depending on where you sit and what the business needs most. We operate with an experimentation mindset, continually iterating and improving how we solve problems. We expect our people to use the latest tooling, including AI, thoughtfully and responsibly, pairing human judgment with technology to increase quality, speed, and impact. Our impact comes to life through the products we build, in the stories of our customers, and in our growing commitment to land stewardship and recreational access. ABOUT THIS OPPORTUNITY onX is seeking a Director, Customer Experience to lead and evolve our 40-person Customer Experience (CX) organization into a world-class product differentiator as we scale our products. This role oversees all CX functions, supporting delivery, systems, customer insights, and self-service experiences, and reports to the COO.  As an onX Director, Customer Experience, your essential job duties and responsibilities will include the following: Lead CX Operations and Team Development Own support delivery operations, including staffing models, queue management, performance metrics, and seasonal readiness Develop leaders and team members across the CX organization, creating clear growth pathways and a strong operational culture Drive CX Strategy and AI-Enabled Innovation Develop and execute a CX strategy aligned with company priorities, investing in AI and automation to deliver exceptional “guide-alongside” support while improving customer satisfaction, retention, and operational efficiency Own the selection and evolution of CX platforms and tools - evaluating new technologies, leading system migrations, and ensuring team culture and goals deploy those technologies in ways that drive continuously improving customer experiences Embed Customer Insight Across the Business Build strong partnerships with Product Management and Engineering to translate customer feedback into actionable product insights that shape roadmap priorities Partner with Data and Engineering to integrate CX data with broader company systems, and ensure customer sentiment and contact trends surface emerging issues across the organization Engage vertical and functional teams to contribute to a deeper shared understanding of onX customers and potential customers; champion CX insights company-wide to inform decisions around product investment, marketing, and customer engagement WHAT YOU’LL BRING Minimum of eight (8) years of experience in customer experience, customer support, or customer operations roles, preferably in consumer technology or digital product companies. At least five (5) years of experience leading and developing teams in fast-paced, high-growth environments. Bachelor’s degree or equivalent professional experience. Experience building scalable customer support operations that balance human expertise with automation and AI-enabled workflows. Demonstrated experience integrating customer support data with broader business systems and analytics platforms. Experience partnering closely with Product Management and Engineering teams to influence product improvements and roadmap priorities. Broad experience with customer support platforms and CX technology ecosystems, including experience leading major system implementations or migrations. Strong analytical thinking and comfort working with customer data to identify trends, insights, and opportunities for improvement. Exceptional communication and relationship-building skills with the ability to influence cross-functional teams without direct authority. A strong curiosity for exploring new technologies, including AI A shared passion for and ability to demonstrate onX’s Company Values. Permanent US work authorization is a condition of employment with onX. Ability to travel quarterly or multiple days to a corporate office or other onX strategic location, such as a Basecamp.  ADDED BONUSES Though not required, we would be thrilled to consider candidates with any of the following: Experience leading CX transformation initiatives in high-growth consumer app or subscription businesses Experience integrating CX data with product usage or customer lifecycle data Experience working in companies serving customers with a wide range of technical familiarity Passion for outdoor recreation and familiarity with onX products THE ONX EXPERIENCE onX is a distributed company with more than 400 employees across the country. We come together regularly to work in person and stay connected through regional basecamps and a culture that balances individual ownership with deep collaboration. While we move quickly, we’re not a scrappy start-up. We operate with clear goals, structure, and frameworks that guide how we prioritize and execute. Priorities matter. While they may shift, data shapes how we evolve as our business, products, and the world around us change. Clear priorities and structure don’t limit ownership - they make it possible. You’ll have the autonomy to define your work and make meaningful decisions within clear strategic boundaries. You’ll partner closely with others to solve complex problems and build solutions that scale across