Customer Experience Director

OverviewLocation: Ottawa, Ontario | Reports to: CEOAbout Rebel Rebel has been helping people claim their corner of the internet since 1999. We’re on the cusp of a major rebuild with a modern stack, cleaner UX, security by default, and a commitment to fixing rough edges. If you’d rather ship than sit in meetings and enjoy untangling gnarly systems, simplifying renewals, and making customers smile, 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.About the Role: The Director, 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 the kind of experience we’re building and how it shows up across every touchpoint. 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.” Key Responsibilities Strategic Leadership: As part of the leadership team, craft the CX vision and design the experience we aim to deliver. Lead CX operations and develop strategies that improve engagement, satisfaction, and retention. Scale support through AI, automation, and process improvements. Monitor performance against KPIs to meet service and business goals. Partner with Product, Engineering, Marketing, and Support leadership to align strategy. Process & Operational Improvement: Review end-to-end customer journeys, identify friction points, and document the “right way” to handle both common and exception cases. Overhaul Zendesk to be 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. Customer Communication: Standardize how we talk to customers by implementing our brand tone of voice with simple, plain language that explains technical issues without jargon. Knowledge Base: 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. Ensure content is accurate, expanded, and useful for agents and customers, and position the knowledge base as the foundation for self-service and AI-driven support. Technology, Innovation & AI Automation: Oversee the safe rollout of AI-driven support tools and automation. Ensure AI relies on trusted, up-to-date KB content with human fallback. Continuously improve automation to reduce rework and scale support. Define the roadmap for digital self-service and in-product help. Evaluate and implement new CX technologies. Governance & Enablement: Define and manage Service Level Objectives (SLOs) across tiers and issues. Establish governance linking KB, AI, and automation to ensure safety and consistency. Standardize customer communication policies and escalation practices. Track CX performance frameworks (SLOs, bug freshness, refund rates, self-serve adoption). Insights & Improvement: Use data and customer insights to guide strategy and investments. Provide executive-level reporting on CX health and efficiency gains. Build feedback loops that shape product roadmaps and customer journeys. Qualifications 8+ years in CX, support operations, or transformation leadership. Post-secondary education in Business, Communications, Information Systems, Computer Science, or Service Design / Design Thinking; other relevant fields will be considered. Proven record in scaling operations and leading digital change. Experience with help desk platforms (Zendesk preferred) and automation tools. Strong analytical, strategic, and executive communication skills. Preferred experience in tech-driven CX environments (SaaS, hosting, or digital platforms). Experience or familiarity with domains such as names, DNS settings, web hosting environments (Plesk, FTP, SSL), website troubleshooting (e.g., browser issues, WordPress), and email configuration and support. Familiarity with enterprise / tiered support models and monetized services. Background in governance, compliance, or risk management within CX. What We Offer Opportunity to shape the future of a proudly Canadian brand in a competitive global industry. Autonomy and ownership to build strategies from the ground up. A collaborative, supportive, and entrepreneurial culture. Competitive salary and benefits. Powered by JazzHR #J-18808-Ljbffr