Director, Business Operations (Customer Experience)

EverCommerce

9d•$155,000 - $180,000•Remote

About The Position

Director, Business Operations (Customer Experience), EverPro - Remote (U.S.) EverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically-tailored, integrated SaaS solutions that help more than 690,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Its modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. With its EverPro, EverHealth, and EverWell brands specializing in Home, Health, and Wellness service industries, EverCommerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications. Learn more at EverCommerce.com. We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://www.evercommerce.com/about-us/careers/ We are looking for a Director, Business Operations (Customer Experience) to focus on our EverPro business unit. EverPro is EverCommerce’s home services business unit. This role will report to the VP, Business Operations and will be dedicated to transforming EverPro’s Customer Experience operations and systems across Implementation & Onboarding, Reactive Support, and Proactive Customer Success. As Director, Business Operations (Customer Experience), you will lead the transformation, optimization, and consolidation of EverPro’s customer experience “internal products”—the platforms, data, integrations, reporting, and operational tooling that power Implementation/Onboarding, Support, and Customer Success. Your mission is to bring CX operations into a more singular, mature, sophisticated, and effective state by selecting best-fit vendors, building and executing a systems consolidation roadmap, and enabling consistent cross-solution customer journeys. You will partner “at the hip” with EverPro’s Head of Customer Experience and the Director of CX Operations (process/enablement owner) to ensure tight alignment, clear expectations, and reliable execution. You will also collaborate closely with your peer Director responsible for Marketing/Sales systems, as well as RevOps and EverCommerce Central shared services (Data & Analytics, ePMO, Financial Systems) where dependencies exist. This role is ideal for a leader who can operate at both the strategic and hands-on levels—driving vendor selection and roadmap governance while also shaping requirements, data definitions, and dashboards that unlock measurable improvements in CX performance.

Requirements

8+ years of experience in Business Operations, CX Operations/BizOps, Business Systems, RevOps, or similar roles within a SaaS organization.
Demonstrated ownership of Customer Support platforms and Customer Success platforms (accountability for outcomes, adoption, and effectiveness—not just administration).
Experience leading systems transformation and consolidation, including migrating from multiple tools/instances into standardized platforms and workflows.
Familiarity with common CX tooling ecosystems; experience with Zendesk, Intercom, Salesforce Service Cloud, and success platforms such as ChurnZero, Planhat, and Vitally (or similar) is a plus.
Strong data and reporting fluency—ability to define metrics, data definitions, and dashboard requirements; comfort partnering with centralized Data/Analytics teams.
Strong stakeholder management and executive communication skills; ability to run structured evaluation and decision processes with shared decision rights.
Ability to operate at both strategic and hands-on levels: roadmap and governance, plus practical execution through cross-functional pods/teams.
Practical fluency and curiosity in AI for Support/CS, including identifying high-impact use cases and partnering on responsible implementation.
Experience working cross-functionally with RevOps, Sales, and Marketing teams where customer lifecycle workflows overlap.

Responsibilities

Lead CX systems transformation and consolidation across Implementation/Onboarding, Reactive Support, and Proactive Customer Success—driving standardization, integration, and scalable operating models across EverPro solution groups.
Run the vendor selection process (in partnership with the Head of CX and Dir. of CX Ops) for a Customer Success platform, Customer Support platform, and Implementation/Onboarding platform and other critical CX technologies. Build evaluation criteria, facilitate stakeholder input, drive objective recommendations, and own the delivery plan post-decision.
Build and maintain a prioritized CX systems consolidation/transformation roadmap, translating CX strategy and operating model needs into sequenced platform, data, and process initiatives; socialize options and tradeoffs and operationalize approved decisions.
Deliver Tier 1 EverPro solutions (e.g., Service Fusion, Briostack, Zyratalk) onto consolidated CX platforms, ensuring consistent workflows, configurations, and user experiences across the CX lifecycle.
Ensure our in-flight transformation programs for Marketing and Sales are expanded to include corresponding CX components.
Partner closely with the Head of CX and the Director of CX Operations (process/enablement owner) to ensure there are no gaps in understanding, communication, and expectations; translate process/enablement needs into systems, data, and reporting solutions.
Develop and iterate CX performance dashboards and reporting for operational and business outcomes by defining metrics, data definitions, instrumentation needs, and ongoing performance-management workflows; partner with Central Data & Analytics as needed.
Collaborate with the Marketing/Sales BizOps Director to ensure shared data definitions, integrations, and handoffs (e.g., GTM → CX transitions, account management/expansion motions) are coherent and reliable.
Advance AI-enabled CX capabilities where appropriate (e.g., agent assist, case classification, knowledge retrieval, automation) with clear governance and measurable impact.
Operate effectively within shared resourcing (systems admins, product managers/BAs, project management), setting clear priorities and requirements to maximize delivery velocity and quality.

Benefits

Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
Day 1 access to a robust health and wellness benefits, including an annual wellness stipend
401k with up to a 4% match and immediate vesting
Flexible and generous (FTO) time-off
Employee Stock Purchase Program

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