Director of CX Strategy and Portfolio Management

Job description

About the Role As our organization scales, we are fundamentally transforming how we deliver value to our customers. Introducing our advanced robots into dynamic, unstructured environments requires a seamless, enterprise-grade support ecosystem. Reporting directly to the VP of Customer Experience, the Director of CX Strategy and Portfolio Management will pioneer our shift to treating Customer Experience (CX) as a formalized product. In this role, you will own the strategic roadmap and manage a complex portfolio of initiatives designed to mature the entire CX lifecycle from onboarding and deployment through service, and support. Crucially, this is an inherently non-siloed, connective function; success demands radical, deep-seated collaboration across every single pillar of the business—integrating CX, Sales, Marketing, Product, and Engineering into one unified, high-velocity engine. Key Responsibilities CX Vision and Strategy This leader will be responsible for four pillars of creating the world's best Customer Experience engine for the world's most advanced unstructured robotic solutions: Pillar I: CX Product Innovation & Customer Obsession Product Leadership: Directly manage one Product Manager to productize the end-to-end customer journey with the same rigor as hardware development. Zero-Friction Mandate: Drive the strategy for "zero friction" scores by translating customer obsession into actionable product requirements and seamless onboarding experiences. Pillar II: Portfolio & Technical Program Delivery TPM Management: Lead and mentor a team of three Technical Program Managers (TPMs) to oversee the execution of the CX strategic roadmap. Serviceability & Scale: Focus the TPM team on maturing legacy systems, improving serviceability, and deploying introspective tooling that enables the CX organization to scale globally. Pillar III: Strategic CX Integration & Alignment Executive Partnership: Serve as the primary strategic partner to the VP of Customer Experience, translating high-level vision into actionable, enterprise-wide strategy. Cross-Functional Synergy: Drive organizational alignment across departmental silos, managing stakeholder relationships to ensure unified outcomes across the entire CX lifecycle. Pillar IV: Rapid Prototyping & AI/Enterprise Tooling Dev Team Leadership: Manage a small, dedicated scrum team of developers to rapidly prototype internal tools and advanced CX capabilities. Tooling Ownership: Own the incubation and iteration of AI initiatives and enterprise tools (e.g., Salesforce) through to the point of handover to the BizOps team. BizOps Collaboration: Partner closely with BizOps Data Science and BizOps PMO teams to ensure technical prototypes are scalable and data-driven before full enterprise integration. Qualifications & Key Attributes Experience: 15+ years of leadership experience in Product Management, Portfolio/Program Management, or CS Strategy, ideally within a scaling B2B technology, hardware, or robotics company. Methodology Mastery: Deep fluency in product management methodologies (Agile, journey mapping, discovery frameworks) and portfolio management best practices (governance, resource leveling, strategic road mapping). Systems Architecture & Scaling: A proven track record of taking immature operational processes and scaling them into robust, enterprise-grade systems capable of supporting complex, global deployments. Change Management Expertise: Demonstrated experience leading large-scale organizational change (e.g., ADKAR or similar frameworks). Excellence in bringing disparate stakeholders together and leading through influence without direct authority. Customer Obsession & Analytics: A relentless drive to advocate for the user, coupled with the analytical acumen to translate qualitative feedback and quantitative metrics into actionable product requirements. Exceptional Communication: The ability to seamlessly translate complex operational realities between deep technical engineering teams and customer-facing service personnel.