Customer Experience Director

Job Description

<h3>Job Description</h3><p>Job Description<p><p>Location: Ottawa, Ontario<br />Reports to: CEO </p><p><br />About Rebel</p><p>Rebel has been helping people claim their corner of the internet since 1999. We’re on the cusp of a major rebuild; modern stack, cleaner UX, security by default and we’re honest about the rough edges we need to fix. If you’d rather ship than sit in meetings; if untangling gnarly systems, simplifying renewals, and making customers smile sounds like a good day’s work, you’ll like it here. This isn’t a beige enterprise treadmill. It’s a hands-on, high-leverage role to help turn a trusted 25-year brand into the internet’s most human, competitive registrar.</p><p><br />About the Role<br><br>The Director, Customer Experience (CX) Operations sets the CX vision and brings it to life—translating our brand promise and strategy into a clear, end-to-end experience for customers. Beyond efficiency and automation, this role defines what kind of experience we’re building and how it shows up across every touchpoint.</p><p>You’ll lead and optimize CX strategy, ensure seamless service delivery, and drive operational excellence. You’ll also oversee support operations, AI-powered assistance, and omnichannel engagement—aligning initiatives with business goals and the brand we stand for. The ideal candidate is a data-driven leader who can scale operations, deepen digital support capabilities, and measurably lift customer satisfaction while keeping the experience unmistakably “us.”</p> <p>Key Responsibilities<br><br>Strategic Leadership</p><ul><li>As part of the leadership team, you’ll work with senior leaders to craft the CX vision and design the experience we aim to deliver.</li><li>Lead CX operations and develop strategies that improve engagement, satisfaction, and retention.</li><li>Scale support through AI, automation, and process improvements.</li><li>Monitor performance against KPIs to meet service and business goals.</li><li>Partner with Product, Engineering, Marketing, and Support leadership to align strategy.</li></ul>Process & Operational Improvement<ul><li>Review end-to-end customer journeys, identify friction points and document the “right way” to handle both common and exception cases</li><li>Overhaul Zendesk so it’s more than a ticket bucket. Standardize how requests come in, improve routing and priorities, and set clear rules so important issues don’t get lost. </li><li>Standardize how we talk to customers. Implement our brand TOV while ensuring simple, plain language that explains technical issues without jargon.</li></ul><p>Knowledge Base</p><ul><li>Build and drive the process and roadmap to establish the knowledge base as the single source of truth, with clear ownership and regular review cycles.</li><li>Hold the team accountable for keeping content accurate, expanding, and useful for both agents and customers.</li><li>Position the knowledge base as the foundation for self-service and AI-driven support.</li></ul><p>Technology, Innovation & AI Automation</p><ul><li>Oversee the safe rollout of AI-driven support tools and automation.</li><li>Ensure AI relies only on trusted, up-to-date KB content, with human fallback.</li><li>Continuously improve automation to reduce rework and scale support.</li><li>Define the roadmap for digital self-service and in-product help.</li><li>Evaluate and implement new CX technologies.</li></ul><p>Governance & Enablement</p><ul><li>Define and manage Service Level Objectives (SLOs) across tiers and issues.</li><li>Put in place governance linking KB, AI, and automation to ensure safety and consistency.</li><li>Standardize customer communication policies and escalation practices.</li><li>Track CX performance frameworks (SLOs, bug freshness, refund rates, self-serve adoption).</li></ul><p>Insights & Improvement</p><ul><li>Use data and customer insights to guide strategy and investments.</li><li>Provide executive-level reporting on CX health and efficiency gains.</li><li>Build feedback loops that shape product roadmaps and customer journeys.</li></ul><p><br />Qualifications</p><ul><li>8+ years in CX, support operations, or transformation leadership</li><li>Post-secondary education in Business, Communications, Information Systems, Computer Science, or Service Design/Design Thinking. Other relevant fields will also be considered.</li><li>Proven record in scaling operations and leading digital change.</li><li>Experience with help desk platforms (Zendesk preferred) and automation tools.</li><li>Strong analytical, strategic, and executive communication skills.</li></ul><p>Preferred</p><ul><li>Experience in tech-driven CX environments (SaaS, hosting, or digital platforms).</li><li>Experience or familiarity with; Domain names, DNS settings, web hosting environments (Plesk, FTP, SSL, etc.), website troubleshooting (e.g., browser issues, CMS platforms like WordPress), email configuration and support.</li><li>Familiarity with enterprise/tiered support models and monetized services.</li><li>Background in governance, compliance, or risk management within CX.</li></ul>What We Offer<ul><li>Opportunity to shape the future of a proudly Canadian brand in a competitive global industry.</li><li>Autonomy and ownership to build strategies from the ground up.</li><li>A collaborative, supportive, and entrepreneurial culture.</li><li>Competitive salary and benefits.</li></ul><p>Powered by JazzHR</p><p>eH8v1xEmNk</p></p></p>