Director, Customer Experience

TL;DR

Director, Customer Experience: Lead and evolve a 40-person CX organization into a world-class product differentiator with an accent on operations, AI-enabled innovation, and customer insights. Focus on building scalable support systems, integrating CX data across the business, and partnering with Product and Engineering to shape roadmaps and drive retention.

Location: Ideally based in Missoula, Montana, or established Basecamp locations (Austin TX, Bozeman MT, Denver CO, Kalispell MT, Minneapolis MN, Portland OR, Salt Lake City UT, Seattle WA); permanent US work authorization required; monthly travel to Missoula expected; relocation assistance offered to Missoula.

Salary: $126,000–$157,000

Company

High-growth tech company building products for outdoor exploration across Hunt, Offroad, Backcountry, and Fish verticals.

What you will do

• Own CX operations including staffing, queue management, metrics, and seasonal readiness.
• Develop leaders and team members, fostering growth pathways and operational culture.
• Execute CX strategy with AI and automation to boost satisfaction, retention, and efficiency.
• Select and evolve CX platforms, lead migrations, and deploy technologies effectively.
• Partner with Product, Engineering, and Data to translate feedback into roadmap priorities and integrate CX data company-wide.
• Champion customer insights across verticals and functions to inform product, marketing, and engagement decisions.

Requirements

• Minimum 8 years in customer experience, support, or operations, preferably consumer tech.
• At least 5 years leading teams in high-growth environments.
• Bachelor’s degree or equivalent experience.
• Experience scaling support with automation and AI workflows.
• Integrating CX data with business systems and analytics.
• Partnering with Product and Engineering to influence roadmaps.
• Broad CX tech ecosystem experience, including system implementations.
• Analytical skills with customer data; strong communication and influence.
• Permanent US work authorization; ability to travel quarterly or to Basecamps.

Nice to have

• CX transformation in high-growth consumer apps or subscriptions.
• Integrating CX with product usage or lifecycle data.
• Experience with diverse technical customer bases.
• Passion for outdoor recreation and hirify.global products.

Culture & Benefits

• Distributed team with regional Basecamps and regular in-person collaboration.
• Autonomy within clear priorities, data-driven evolution, and cross-team partnerships.
• Competitive salary, 10% bonus potential, equity grants.
• Comprehensive health benefits including no-cost medical; 401k matching; paid parental leave.
• Flexible time away (PTO, STO, VTO, holidays); outdoor adventures and perks; annual active lifestyle funds.