Director, CX Operations

Job description

At ClickUp, we're building the future of work: the first truly converged AI workspace unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI. We are an AI-native company. Every team member is expected to leverage AI daily, and we evaluate AI fluency as part of our hiring process. Join us and help redefine what's possible. 🚀 As Director, CX Operations (Support) at ClickUp, you will own strategy, vision, and execution for the Support Operations function, partnering closely with Support and CX leadership while serving as the operational leader for the systems, automation, planning, quality, and insights that power our Support organization. You will set the operating model and performance standards for Support Operations while owning the AI agent harness and automation layer of our CX operating model. You will shape the rhythm of business for our Support organization and unlock data insights, coach organizational performance, transform internal capabilities, and influence strategic decisions across Support, CX, and cross-functional leadership. You will architect, ship, operate, and iterate on AI-driven workflows that enhance and automate customer intake and response, escalation, full support lifecycle management, quality and customer experience, workflow orchestration, and decision support across Support and CX. You'll use AI tools in your own workflow daily while applying strong judgment to validate outputs, manage risk, and improve the repeatable systems the team uses. ABOUT THE ROLE AI & Automation Architecture - Own and operate the AI agent harness and automation layer of our Support operating model - Design, ship, manage, and iterate on AI-driven workflows that enhance and automate customer intake and response, escalation, full support lifecycle management, workflow orchestration, quality, and customer experience across Support and CX - Build scalable, multi-step agentic systems that Support and CX leaders rely on for planning, forecasting, insight generation, and decision support - Establish governance, system evaluation frameworks, and QA processes for AI-assisted outputs: define what "good" looks like, set quality checkpoints, and create feedback loops so AI workflows improve over time - Architect observability into AI-enhanced processes: track output quality, decision accuracy, adoption rates, and business impact to quantify the leverage created through AI - Set direction for the adoption of new tools and processes, including AI and automation platforms, to drive productivity across the Support organization - Partner with Product/AI teams to surface operational insights, test new AI capabilities, and provide structured feedback on tooling or infrastructure gaps Functional Leadership - Lead the Support Operations function across systems and automation, planning and forecasting, quality, and business insights, through a combination of direct team leadership and cross-functional influence - Set functional priorities, operating standards, and success metrics for Support Operations, ensuring execution aligns to company and CX objectives - Make final recommendations and drive execution on operating model, workflow orchestration, and process governance decisions across the Support organization - Build organizational capability by coaching team members, raising the quality bar, and establishing scalable mechanisms that improve decision-making and execution over time AI-Native Leadership - Use AI tools in your own workflow: operational analysis, data modeling, reporting automation, strategic communications, and executive presentations - Apply strong judgment to validate AI outputs, manage risk, and improve the repeatable systems the team uses - Stay current with AI developments relevant to CX operations and translate learnings into operating model improvements - Translate AI workflow results into executive-ready insights that inform strategic decisions across Support, CX, and GTM leadership Strategy & Operations - Own the vision and strategy for delivering world-class customer experience through our Support operating model - Drive cross-functional alignment across Sales, Product & Engineering, Customer Success, and Finance by synthesizing customer support experience opportunities and challenges and translating them into operational priorities - Lead and execute strategic initiatives to optimize and transform customer experience and internal collaboration processes - Extract key business insights from qualitative and quantitative data, identify risks and opportunities, and build programs that drive revenue, retention, quality, and operating leverage - Promote a culture of rapid innovation and experimentation across playbooks to drive customer quality and enhanced experience - Own annual planning, budgeting inputs, capacity modeling, forecasting, and monthly/quarterly business review functions for Support Operations - Influence multi-year functional planning by translating business strategy into operational roadmaps, investment priorities, and scalable systems ABOUT YOU - 10+ years in an Operations and/or Strategy role focused on Customer Support, Customer Experience, Customer Success, or similar functions - Proven experience owning or leading a support operations, CX operations, or similar function with responsibility for strategy, operating cadences, and cross-functional execution - Effective at engaging and influencing executive stakeholders, building consensus, and driving collaborative change - Deep knowledge of support methodology, processes, tools, and metrics - Demonstrated track record of designing and deploying AI-powered workflows that delivered measurable business outcomes (productivity gains, better decision quality, cleaner execution, improved retention signals, or stronger operating leverage) - Track record of leading technology-enabled business process transformations, with an emphasis on strategic application of AI and agentic solutions - Strong judgment in evaluating AI-generated outputs for accuracy, risk, and appropriateness before scaling them into team workflows - Expert in managing and analyzing data, including building reports and scenario analysis models, as well as leveraging business intelligence tools to drive leadership strategy - Experience owning planning processes, budget inputs, forecasting cadences, and variance analysis - Demonstrated success leading and scaling teams, workflows, and operating mechanisms, preferably in a customer-facing or operations function - Direct experience with a SaaS business model, customer journey, and core KPIs in a high-growth, global environment - Proficient with Salesforce, ClickUp, Zendesk, or comparable platforms - Strategic thinker with a bias for action—hands-on, scrappy, and able to take projects to the finish line Equal Opportunity Employer ClickUp is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. 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