Director of Strategy and Operations, CaptivateIQ
Customer Experience
$170-238k
Salary may differ for Canadian candidates
More information about location
Commission management platform
Be an early applicant
Commission management platform
201-500 employees
Be an early applicant
$170-238k
Salary may differ for Canadian candidates
More information about location
201-500 employees
Company mission
To modernise the world of incentive compensation in the hope that people will feel more connected at work if there is greater transparency in how they are rewarded for their efforts.
Role
Who you are
- The ideal candidate will have a strong strategic mindset, a passion for customer advocacy, and a proven track record in managing complex operations
- 10+ years of experience in strategy, operations, or consulting, with at least 5 years in a senior leadership role within a SaaS company, preferably in Customer Success Operations
- Proven ability to lead and inspire teams, drive change, and deliver results
- Strong strategic and analytical skills, with the ability to translate data into actionable insights
- Deep understanding of customer needs and a commitment to delivering exceptional experiences
- Strong track record of communicating effectively with internal and external stakeholders to align on goals and priorities
- Excellent verbal and written communication skills, with the ability to influence and engage stakeholders at all levels
- Demonstrated experience in managing complex projects and initiatives
- Proficiency in customer experience management tools, CRM systems, and data analytics platforms
What the job involves
- CaptivateIQ is looking for a Director of Strategy and Operations, Customer Experience to lead one of the key departments within our Customer Experience organization
- You'll report to the SVP of Customer Experience and support the team focused on shaping and executing our customer experience strategy
- This senior leadership position will be responsible for overseeing the end-to-end customer journey, ensuring operational excellence, and driving continuous improvement initiatives
- Collaborate with SVP, CX to develop and implement a comprehensive customer experience strategy aligned with the company’s business objectives
- Partner with leadership to design and deliver CX team’s quarterly and annual OKRs
- Create a repeatable framework to ensure consistency in execution of strategic projects and initiatives
- In collaboration with the Executive Assistant, manage and oversee day-to-day operations of the Customer Experience Leadership office
- Work closely with Marketing, Sales, EPD, and other departments to ensure a cohesive approach to company and departmental strategic projects
- Define gold standards for CX KPI tracking and implement a dashboard system to ensure appropriate levels of visibility across all levels of the organization
- Monitor key performance indicators (KPIs) and provide regular reporting to senior leadership
- Utilize data-driven insights to inform strategic decisions and improve customer experience
- Conduct an audit of the CX tech stack and recommend improvements to the systems infrastructure
- Ensure that technology solutions are effectively integrated and consistently utilized across the customer experience team
- Evaluate, implement, and manage customer experience management tools and CRM systems
- Identify opportunities for process improvements and implement best practices to enhance operational efficiency
- Develop and standardize methodologies to ensure consistent and high-quality customer interactions
- Lead continuous improvement initiatives to streamline operations and reduce costs
- Build, mentor, and lead a high-performing Operations & Strategy team
- Foster a culture of collaboration, innovation, and continuous improvement
- Provide coaching and development opportunities to team members
Our take
CaptivateIQ is an incentive compensation platform using AI to automate commission workflows, potentially helping companies make savings on the $800 billion spent each year to manage commission processes. Its no-code SaaS should improve both the efficiency and accuracy of existing legacy processes, providing a much-needed tech overhaul to the sector.
The founding team has real experience with the often over-complicated and cumbersome process of managing commission payments and is joining a raft of companies like UiPath and Celonis in capitalizing on the need to automate sales and finance workflows. CaptivateIQ, founded in 2017, has seen an impressive 600% year-over-year growth and is used by big-name clients like Hopin and ClassPass, attracting healthy investment. This suggests the company is laying firm groundwork in a growing and promising industry.
CaptivateIQ has been smart to keep the platform general enough to apply to any organization needing a performance-based compensation plan. The company's broad customer acquisition and regular funding injections paired with the need for new, robust incentive programmes for scattered and remote workforces has helped CaptivateIQ reach Unicorn status.
Freddie
Company Specialist
Insights
Company
Funding (last 2 of 3 rounds)
Jan 2022
$100m
SERIES C
Apr 2021
$46m
SERIES B
Total funding: $159m
Company benefits
- 100% of medical, dental, and vision covered including 75% for dependents 🇺🇸
- Unlimited vacation days and quarterly mental health days so you can recharge 🇺🇸
- $1,000 to explore your dream destination on your work anniversary 🇺🇸
- $500 annual professional development stipend to continue growing and learning 🇺🇸
- $500 home office stipend to decorate your home office 🇺🇸
- $1,000 caretaker stipend to make sure our parent colleagues are being supported 🇺🇸
- Virtual team lunches to keep you connected 🇺🇸
- 401k plan to participate in and save towards the future 🇺🇸
- Newest hardware and tools for the job 🇺🇸
- Employee Resource Groups (ERGs) to support and celebrate the shared identities and life experiences of communities within CaptivateIQ. ERGs directly support our company-wide DEI goals as a space for developing and retaining diverse talent 🇺🇸
Company values
- Elevate everybody’s game - We empower people with solutions that help them do their jobs faster, better, and smarter. Going the extra mile is ingrained in the way we set up our team and customers for success
- One team, one dream - We’re all different but we find common ground and strive to invent, collaborate, and create more. Our synergistic team is two steps ahead of the competition because we treat our stakeholders like teammates
- Share the playbook - We build trust with each other by openly communicating the game plan, the big wins, and the difficult losses. We value constructive feedback from others because that's how we learn and grow
- Enjoy the moment! Everyone is encouraged to bring their authentic selves to work. We play to win but enjoy the fun along the way. Each day is an opportunity to express yourself, create joy, and do good
Company HQ
China Basin, San Francisco, CA
Articles
Leadership
Mark Schopmeyer
(Co-CEO)Former Investment Professional at Carrick Capital Partners and Finance and Strategy Manager at BrightRoll. Former Investment Banking Analyst at Jefferies & Company and Lehman Brothers. BA in Business Administration from Berkley School of Business.
Conway Teng
(Co-CEO)Former employee at Gusto in Finance and Business Operations. Previously Head of Growth at OrderAhead. Founder of FiveStars. Graduated from Berkley.
Hubert Wong
(CTO)Former Senior Software Engineer at Vungle, OpenTable and CoPilot Labs. BS in Electrical Engineering and Computer Science at Berkley.
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