Director, Customer Experience

Lead our customer experience strategy and 40-person support team as Director, Customer Experience at onX. This full-time role spans our locations in Missoula, Montana; Denver, Colorado; Austin, Texas; Bozeman, Montana; Minneapolis, Minnesota; Salt Lake City, Utah; and Seattle, Washington—working alongside a distributed team dedicated to helping people explore the outdoors with confidence.

Role Overview

As our Director of Customer Experience, you'll lead a pivotal function that differentiates onX in a competitive outdoor technology market. You'll oversee all customer support operations, from staffing and performance management to customer insights and self-service innovation. Reporting to the Chief Operating Officer, this role shapes how we deliver exceptional support across our Hunt, Offroad, Backcountry, and Fish products—each at different growth stages and with unique customer needs.

Day-to-Day Responsibilities

• Manage support operations including team staffing models, queue management, performance tracking, and readiness planning for seasonal fluctuations
• Build and mentor a strong leadership pipeline within the CX organization, establishing clear advancement opportunities and a performance-driven culture
• Develop and execute a customer experience strategy that aligns with company goals, leveraging AI and automation to scale excellence while improving retention and operational efficiency
• Evaluate, select, and evolve customer support platforms and technologies—guiding major system implementations and migrations while ensuring tools reinforce your team's values and goals
• Translate customer feedback into actionable product insights through close collaboration with Product and Engineering teams, influencing roadmap decisions
• Partner with Data teams to surface customer sentiment, contact trends, and emerging issues across the broader organization, enabling smarter business decisions around product investment and customer engagement

Who We're Looking For

• Minimum 8 years in customer experience, support, or operations—ideally within consumer technology or digital product firms
• At least 5 years leading and developing teams in fast-growing, dynamic environments
• Bachelor's degree or equivalent professional experience
• Proven track record building scalable support operations that blend human judgment with automation and AI-assisted workflows
• Experience connecting support data with product analytics and business systems to identify patterns and improvement opportunities
• Demonstrated success influencing Product and Engineering without direct authority, driving roadmap changes through insight and persuasion
• Broad familiarity with support platforms, CX technology stacks, and hands-on experience managing large platform migrations
• Curiosity about emerging technologies, including AI, and a willingness to explore thoughtful, responsible applications
• Strong analytical skills and comfort extracting meaning from customer data
• Exceptional communication and relationship-building abilities across teams and levels
• Permanent US work authorization required
• Willingness to be based in Missoula, Montana, or if based in one of our regional locations, to travel to Missoula for collaboration (approximately one week per month)

Working at onX

onX is a distributed outdoor technology company with over 400 employees, dedicated to enabling outdoor exploration and adventure for everyone. We operate with clear priorities and structures that enable autonomy and ownership—you'll have genuine decision-making authority within strategic boundaries. Our culture values experimentation, continuous improvement, and thoughtful use of technology to solve real problems. We move fast without sacrificing intentionality, and our team comes together regularly at regional basecamps to collaborate and stay connected. If you have a passion for outdoor recreation, you'll find kindred spirits here; if you don't yet, our team and outdoor industry perks will help you discover why these experiences matter.

Ready to Apply?

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