PandaDoc is looking for a Director of Customer Experience (CX) Operations to build the repeatable, predictable, scalable engine behind PandaDoc’s Customer Journey. In this role, you will contribute to PandaDoc's accelerated growth by supporting the Customer Success, Professional Services, and Support teams in their day-to-day operations as well as leading strategic cross-functional projects.
As a member of the RevOps leadership team, you’ll lead a team that is constantly hunting for opportunities across the business and tenaciously driving for excellence, efficiency and impact. You’ll proactively identify, analyze, prioritize and execute on opportunities for optimization, innovation and growth.
In this role, you will:
- Lead a team of operators to draw insights from rigorous analyses, develop informed recommendations, and then drive implementation on the most critical opportunities and challenges
- Apply thought leadership, analytical skills and business judgment to help senior leadership define strategic priorities, deliver operational excellence and foster innovation and growth
- Partner with the CX leadership team to align on targets across financial and operational metrics and developing annual operating roadmaps
- Drive large-scale strategic projects that directly impact key growth initiatives
- Own key business operating rhythms that drive performance and accountability, including OKRs, MBRs, etc.
- Oversee the technology stack across CX, executing day-to-day management, driving change management, and evaluating new tools
- Manage process improvement efforts to constantly identify and execute on opportunities for efficiency, productivity and profitability
- Serve as a credible and reliable executive advisor, enabling data-driven decision-making with end-to-end context and strategic alignment
About you:
- 7+ years of relevant work experience in high-velocity SaaS partnering with VP+ leaders
- Deep expertise in post-sales operations (planning, initiatives, processes, operating rhythm, KPIs)
- Strong balance of strategic vision and executional grit—able to roll up sleeves, deliver immediate impact, and build long-term momentum
- Fast learner who thrives in ambiguity, adapts quickly, and maintains resilience under pressure
- Demonstrated people leadership: building, coaching, and inspiring high-performing teams
- Strong influencing and communication skills, with a track record of driving consensus across complex stakeholder groups
- Required: Salesforce, Intercom, Pla