Professional Resume Template for
Director CX Operations
Elena M. Torres
Charlotte, NC
(704) 555-0182
elena.torres@proton.mail
linkedin.com/in/elena-m-torres | elenatorrescx.com
Professional Summary
Customer-obsessed Director of Customer Experience Operations with 6 years of experience scaling customer support infrastructure and driving customer retention in high-growth SaaS environments. Expert in mapping customer journeys, optimizing support workflows, and integrating omnichannel feedback platforms. Successfully reduced average resolution times by 28% and boosted customer retention rates by 14% over a 24-month period. Skilled in utilizing tools such as Salesforce Service Cloud, Zendesk, Qualtrics, Medallia, Tableau, and Jira to build data-driven operations and improve CSAT scores across all touchpoints.
Work Experience
Director, Customer Experience Operations — Stellaris Global Tech
Charlotte, NC | January 2024 – Present
- Led a cross-functional initiative with product and engineering teams to integrate Qualtrics and Salesforce Service Cloud, reducing customer-reported system bug resolution time by 32% over 6 months.
- Managed a departmental operational budget of $1.6M, renegotiating vendor SLAs and consolidating redundant feedback software to cut SaaS expenditure by 18%.
- Restructured customer support ticketing queues and tiering logic in Zendesk, improving first-contact resolution rates by 24% and average customer satisfaction (CSAT) score from 82% to 94%.
- Designed and scaled an automated customer health scorecard system using Tableau, enabling customer success managers to proactively intervene and reduce annual customer churn rate by 15%.
Customer Experience Operations Manager — Helix Customer Platforms
Charlotte, NC | September 2020 – December 2023
- Coordinated journey mapping and customer feedback loops for 4 parallel enterprise product lines, boosting customer lifetime value (LTV) by 14% over a 12-month period.
- Automated customer onboarding touchpoints using HubSpot and Slack integrations, reducing client onboarding cycle times by 35% and improving customer effort scores (CES) by 18%.
- Analyzed weekly net promoter score (NPS) surveys and support volume trends, generating root-cause reports that reduced repeat customer support inquiries by 26%.
- Trained 35 customer support agents on Zendesk advanced workflows and macros, boosting overall agent ticketing speed by 22% and reducing average queue wait times by 4 minutes.
Education
Bachelor of Science in Business Administration
North Carolina State University · Raleigh, NC · 2020
Skills
Customer journey mapping, Voice of the Customer (VoC), Customer satisfaction (CSAT), Net promoter score (NPS), Churn reduction, Omnichannel support, Process automation, Budget forecasting, Vendor management, Salesforce Service Cloud, Zendesk, Qualtrics, Medallia, HubSpot, Tableau, Slack, Jira
Projects
Omnichannel Customer Feedback Integration
Role: Lead CX Operations Director
Tools: Qualtrics, Salesforce, Slack, Jira
Managed the 6-month migration to an integrated VoC platform, reducing feedback collection loop times by 40% and increasing customer survey response rates by 18%.
Automated Customer Onboarding Restructuring
Role: Customer Experience Operations Manager
Tools: HubSpot, Zendesk, Slack
Led a cross-functional workflow automation initiative, shortening onboarding cycle times by 35% and boosting initial product adoption rates by 22%.
Certifications
- Certified Customer Experience Professional (CCXP) (2023)
- Project Management Professional (PMP) (2021)
Additional information
- Languages: English (Native), Spanish (Conversational)
- Professional Affiliations: Member, Customer Experience Professionals Association (CXPA)
- Availability: 2 weeks notice
Job Market Insights
Market data and opportunities for
Director CX Operations
Job Market Insights
$105,000
-
$165,000
Avg:
$135,000
Growth Outlook:
The demand for Directors of Customer Experience Operations in the United States continues to rise as organizations realize that customer retention and satisfaction are key drivers of long-term business growth. In an increasingly automated landscape, these leaders are essential for bridging the gap between automated self-service systems and complex customer needs. General and operations manager positions are projected to grow by 4% over the next decade.
4% growth over 10 years
Key Skills Required
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