Opportunity As the Director of Client Experience (CX) Operations, Solutions at Smarter Technologies, you will own the operating system that enables consistent, scalable, and high-confidence client outcomes across all delivery motions. This role is responsible for defining, governing, and continuously evolving how Smarter Technologies delivers for clients at scale, ensuring that growth does not come at the expense of predictability, quality, or trust. Sitting at the center of delivery execution, operational rigor, and cross-functional alignment, you lead the CX Ops function as the internal engine behind client-facing success. You translate real-world delivery experience into standards, workflows, tooling, metrics, and escalation mechanisms that allow Delivery, Solutions & Advisory, Product, Engineering, and Support teams to execute with clarity and accountability. As Director of CX Operations, you do not own individual client relationships. Instead, you own the system that makes strong client experiences repeatable & scalable. By institutionalizing what works, surfacing risks early, and driving continuous improvement, you enable Smarter Technologies to scale AI-first, human-in-the-loop (HITL) solutions without relying on heroics. Key Responsibilities CX Operating Model Ownership & Governance - Define and own the end-to-end CX delivery operating model across all phases: Account Mobilization/Kick-off, Design, Build, Test, Go-live/Hypercare, and Support, working closely with CX Leads and team members. - Establish and maintain CX standards, delivery methodologies, readiness criteria, and quality phase gates. - Govern adherence to the operating model while enabling flexibility for client-specific complexity. - Act as the owner of “how delivery works” across Product & Solutions delivery motions. Service Delivery Operations & Workflow Excellence - Design, manage, and optimize core CX operational workflows including onboarding, delivery execution, handoffs, escalations, and steady-state operations. - Ensure operational consistency across delivery pods, teams, and client segments. - Partner with Delivery Executives and Technical leadership to proactively identify delivery friction, systemic risks, and root causes impacting time-to-value. Process Improvement, Automation & Scale - Drive continuous improvement across CX workflows using structured problem-solving and data-backed analysis. - Own Automation & Operational technology deployments to identify and deploy automation opportunities that improve efficiency, quality, and scalability. - Champion an automation-first, systems-oriented mindset that reduces cost-to-deliver while increasing delivery confidence. Delivery Health, Metrics & Insights - Define CX operational KPIs and success metrics aligned to business outcomes, client value, and delivery predictability. - Own delivery health reporting, dashboards, and executive-level insights. - Ensure CX Ops moves the organization from anecdotal delivery feedback to consistent, data-driven decision-making. - Surface early warning signals, trends, and systemic issues with clear recommendations for action. Risk Management & Escalation Leadership - Own the CX risk management and escalation framework, including triggers, severity definitions, and mitigation playbooks. - Serve as a senior escalation point for complex, cross-functional delivery challenges. - Lead root cause analysis and ensure learnings result in durable fixes to the operating model, not one-off solutions. Cross-Functional Alignment & Operating Rhythm - Act as the connective tissue between CX, Product, Engineering, Support, Finance, and Corporate Operations. - Ensure clean ownership, expectations, and handoffs across teams throughout the client lifecycle. - Align CX Ops priorities with enterprise initiatives, platform evolution, and organizational change. CX Ops Leadership & Organizational Development - Build, lead, and develop the CX Operations team, including enablement, insights, governance, and operational excellence roles. - Establish a strong CX Ops operating rhythm that reinforces accountability, learning, and continuous improvement. - Serve as a trusted partner to executive leadership on delivery health, scale readiness, and operational risk. Minimum Requirements - 10+ years of experience in CX Operations, Delivery Operations, Implementation Operations, or Transformation roles supporting complex enterprise technology or services organizations. - Proven experience building and scaling operating models that support predictable delivery across multiple products or delivery motions. - Strong systems-thinking and analytical capabilities, with the ability to translate strategy into executable processes, using the latest technologies, including AI and automation tools. - Demonstrated success driving process improvement, automation, and operational discipline at scale. - Experience operating in highly matrixed environments with senior stakeholders across delivery, product, and engineering. - Exceptional written and verbal communication skills, with comfort in presenting operational insights to executive audiences. Preferred Qualifications - Experience in healthcare technology, Revenue Cycle Management (RCM), or regulated operational environments. - Familiarity with AI-driven automation, HITL delivery models, or workforce-enabled technology solutions. - Experience standing up or leading a CX Ops, Delivery Ops, or Program Management Center of Excellence. - Background in metrics-driven delivery models, continuous improvement frameworks, or scale transformations. California Salary Range $210,000—$286,000 USD

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role involves being a key strategic partner to the CEO, ensuring that operational rhythms align with the company’s goals while managing executive communications and brand presence. Your ability to blend strategic oversight with hands-on execution will serve to strengthen the company’s foundation as it scales. - Own weekly, monthly, and quarterly cadences to keep leadership aligned - Manage meeting preparation, agendas, follow-ups, and accountability tracking - Build simple, effective processes that enhance company operations - Proactively manage the CEO's calendar based on business priorities - Act as gatekeeper and thought partner on scheduling and priorities - Prepare leadership meeting materials including decks and briefs - Draft internal leadership communications and ensure message consistency - Support CEO’s external presence through social media - Coordinate events, speaking opportunities, and marketing initiatives - Collaborate with senior leadership on strategic planning Qualifications - 1-3 years post-MBA or relevant experience in consulting or operations - 3-5 years in high-growth startups or relevant roles - Experience in Executive Assistant or Chief of Staff capacities - Strong written and verbal communication skills - Ability to operate effectively in ambiguity and transition between roles - Familiarity with the creator economy and media landscapes - High attention to detail and strong organizational skills - Eagerness to learn and get involved in various business aspects Benefits - Fully remote work structure with flexible hours - Opportunity to learn from the CEO's perspective - Exposure to diverse areas including product, finance, and operations - Unique chance to shape company strategy and culture - Supportive environment valuing open communication and collaboration

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role involves being a key strategic partner to the CEO, ensuring that operational rhythms align with the company’s goals while managing executive communications and brand presence. - Own weekly, monthly, and quarterly cadences to keep leadership aligned - Manage meeting preparation, agendas, follow-ups, and accountability tracking - Build simple, effective processes that enhance company operations - Proactively manage the CEO's calendar based on business priorities - Act as gatekeeper and thought partner on scheduling and priorities - Prepare leadership meeting materials including decks and briefs - Draft internal leadership communications and ensure message consistency - Support CEO’s external presence through social media - Coordinate events, speaking opportunities, and marketing initiatives - Collaborate with senior leadership on strategic planning Qualifications - 1-3 years post-MBA or relevant experience in consulting or operations - 3-5 years in high-growth startups or relevant roles - Experience in Executive Assistant or Chief of Staff capacities - Strong written and verbal communication skills - Ability to operate effectively in ambiguity and transition between roles - Familiarity with the creator economy and media landscapes - High attention to detail and strong organizational skills - Eagerness to learn and get involved in various business aspects Benefits - Fully remote work structure with flexible hours - Opportunity to learn from the CEO's perspective - Exposure to diverse areas including product, finance, and operations - Unique chance to shape company strategy and culture - Supportive environment valuing open communication and collaboration

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Director of Operations will be responsible for managing the company’s day-to-day operational functions, ensuring efficiency, consistency, and scalability across teams. This role focuses on streamlining processes, improving performance metrics, and supporting the company’s growth by building strong operational systems. - Oversee daily operational activities across sales, marketing, and client delivery teams. - Develop and implement operational strategies that improve efficiency and scalability. - Establish and monitor operational KPIs to ensure performance targets are achieved. - Build and maintain standard operating procedures (SOPs) for internal workflows. - Identify operational bottlenecks and implement solutions to improve productivity. - Coordinate cross-functional collaboration between departments to ensure seamless execution. - Manage operational tools, software platforms, and vendor relationships. - Ensure quality control and consistent service delivery for clients. - Support leadership with operational reporting, planning, and performance analysis. - Lead and mentor operations staff to maintain accountability and high performance. Qualifications - Highly organized and systems-oriented. - Execution-focused with the ability to align teams and improve workflows. Company Description AppJaxx is a rapidly growing marketing agency that partners with marketing firms, franchisors, business brokers, and B2B service providers to help them scale through LinkedIn lead generation, appointment-setting systems, and automated CRM workflows. By combining data, technology, and strategy, we deliver predictable and sustainable growth for our clients.