Bound
Director, Customer Experience
Ames, IA · Director
Sponsorship not specified$20k-$30kDetected 25 days ago
Account ManagementLogisticsOnboardingCustomer SuccessCustomer SupportLeadershipCommunicationCollaborationMentoring
About the role
- The Customer Experience Director is responsible for leading and scaling Bound's customer experience and success from onboarding to support to data quality and long term success.
- This leader ensures that every school, district, and partner receives a consistent, high-quality experience that drives adoption, satisfaction, and long-term retention.
- You will oversee three core teams: Customer Support & Customer Success Customer Onboarding Customer Data This role blends strategic leadership with operational excellence.
Responsibilities
- Lead, coach, and develop the Customer Support & Customer Success Manager, Customer Onboarding Manager, and Customer Data Manager.
- Build a unified CX strategy that ensures consistency, quality, and efficiency across all customer touchpoints.
- Partner with Product, Engineering, Sales, and Marketing to align customer insights with roadmap and go-to-market priorities.
- Own CX KPIs, including onboarding timelines, support SLAs, customer satisfaction, retention, and data accuracy.
- Support the Onboarding Manager in capacity planning, resource allocation, and continuous improvement.
- Customer Support Oversee the Support Manager in delivering responsive, empathetic, and accurate support across all channels.
- Maintain and improve SLAs, escalation paths, and documentation standards.
- Implement quality assurance processes to ensure consistent support experiences.
- Drive initiatives that reduce inbound volume through self-service, product improvements, and proactive communication.
- Customer Support & Customer Success Customer Onboarding Customer Data This role blends strategic leadership with operational excellence.
Requirements
- 10+ years of experience in Customer Experience, Customer Success, Support, or Operations roles, with at least 5 years managing managers.
- Ability to balance strategic thinking with hands-on execution.
- Demonstrated ability to make decisions and hold timelines under pressure, including when consensus isn't available.
- Experience with B2B2C customer models, where the customer is an institution and the end user is a different population.
- Experience integrating AI or automation into a customer operations function.
- Experience leading a function through seasonal demand cycles.
- You know which altitude the moment calls for.
- You actively seek out operators ahead of you on the curve, come prepared with questions, and change the way you work when the evidence warrants it. "We're unique" is never your default-"what can I take from this?" is.
Skills
- to shape the lives and experiences of student-athletes.
- This insight was the catalyst for Bound.
Compensation
- $20k-$30k
Benefits
- Flexible work hours Flexible time off / PTO as needed 11 Holidays annually Retirement savings - up to 3% match Medical, dental and vision with employer contribution Bound is an
- Leadership & Strategy Develop and execute the long-term vision for Customer Experience across onboarding, support, experience and data operations.
- Customer Data Operations Ensure the Data Manager and team maintain high standards for data accuracy, imports, integrations, and ongoing data health.
Company info
- Customer Onboarding Ensure new customers experience a smooth, timely, and high-quality onboarding process.
Equal opportunity
- equal opportunity employer and does not discriminate based on race, color, religion, sex, national origin, age, disability, or any other protected status.
- If you need an accommodation during the application or interview process, please contact us.
This listing is sourced directly from Bound's careers page and normalized into a canonical job model.