Director, Customer Experience

Director, Customer Experience

Missoula, Montana, United States

About OnX

We're a team of builders, adventurers, and risk takers using technology to help people confidently explore the outdoors. Driven by our mission to awaken the adventurer inside everyone, we build products that optimize every outdoor experience and inspire confidence to get out and go further.

We're a high-growth tech company. The pace is fast, the work takes grit, and ambiguity is part of the job. As the world changes around us, we adapt - continuously evolving how we build, prioritize, and deliver.

Our business moves quickly, and there's real opportunity to shape what we build next. Each of our verticals - Hunt, Offroad, Backcountry, and Fish - is at a different stage of maturity, which means the challenges you encounter and the impact you have will vary depending on where you sit and what the business needs most.

We operate with an experimentation mindset, continually iterating and improving how we solve problems. We expect our people to use the latest tooling, including AI, thoughtfully and responsibly, pairing human judgment with technology to increase quality, speed, and impact.

Our impact comes to life through the products we build, in the stories of our customers, and in our growing commitment to land stewardship and recreational access.

About This Opportunity

OnX is seeking a Director, Customer Experience to lead and evolve our 40-person Customer Experience (CX) organization into a world-class product differentiator as we scale our products. This role oversees all CX functions, supporting delivery, systems, customer insights, and self-service experiences, and reports to the COO.

As an OnX Director, Customer Experience, your essential job duties and responsibilities will include the following:

Lead CX Operations and Team Development

• Own support delivery operations, including staffing models, queue management, performance metrics, and seasonal readiness
• Develop leaders and team members across the CX organization, creating clear growth pathways and a strong operational culture

Drive CX Strategy and AI-Enabled Innovation

• Develop and execute a CX strategy aligned with company priorities, investing in AI and automation to deliver exceptional "guide-alongside" support while improving customer satisfaction, retention, and operational efficiency
• Own the selection and evolution of CX platforms and tools - evaluating new technologies, leading system migrations, and ensuring team culture and goals deploy those technologies in ways that drive continuously improving customer experiences

Embed Customer Insight Across the Business

• Build strong partnerships with Product Management and Engineering to translate customer feedback into actionable product insights that shape roadmap priorities
• Partner with Data and Engineering to integrate CX data with broader company systems, and ensure customer sentiment and contact trends surface emerging issues across the organization
• Engage vertical and functional teams to contribute to a deeper shared understanding of OnX customers and potential customers; champion CX insights company-wide to inform decisions around product investment, marketing, and customer engagement

What You'll Bring

• Minimum of eight (8) years of experience in customer experience, customer support, or customer operations roles, preferably in consumer technology or digital product companies.
• At least five (5) years of experience leading and developing teams in fast-paced, high-growth environments.
• Bachelor's degree or equivalent professional experience.
• Experience building scalable customer support operations that balance human expertise with automation and AI-enabled workflows.
• Demonstrated experience integrating customer support data with broader business systems and analytics platforms.
• Experience partnering closely with Product Management and Engineering teams to influence product improvements and roadmap priorities.
• Broad experience with customer support platforms and CX technology ecosystems, including experience leading major system implementations or migrations.
• Strong analytical thinking and comfort working with customer data to identify trends, insights, and opportunities for improvement.
• Exceptional communication and relationship-building skills with the ability to influence cross-functional teams without direct authority.
• A strong curiosity for exploring new technologies, including AI
• A shared passion for and ability to demonstrate OnX's Company Values.
• Permanent US work authorization is a condition of employment with OnX.
• Ability to travel quarterly or multiple days to a corporate office or other OnX strategic location, such as a Basecamp.

Added Bonuses

Though not required, we would be thrilled to consider candidates with any of the following:

• Experience leading CX transformation initiatives in high-growth consumer app or subscription businesses
• Experience integrating CX data with product usage or customer lifecycle data
• Experience working in companies serving customers with a wide range of technical familiarity
• Passion for outdoor recreation and familiarity with OnX products

The OnX Experience

OnX is a distributed company with more than 400 employees across the country. We come together regularly to work in person and stay connected through regional basecamps and a culture that balances individual ownership with deep collaboration.

While we move quickly, we're not a scrappy start-up. We operate with clear goals, structure, and frameworks that guide how we prioritize and execute. Priorities matter. While they may shift, data shapes how we evolve as our business, products, and the world around us change.

Clear priorities and structure don't limit ownership - they make it possible. You'll have the autonomy to define your work and make meaningful decisions within clear strategic boundaries. You'll partner closely with others to solve complex problems and build solutions that scale across teams and platforms. Along the way, you'll be supported with feedback, tools, and opportunities to grow your craft as you take on new challenges.

Where You Can Work

This position is ideally based in Missoula, Montana, with a strong preference for candidates who reside in the area or are willing to relocate. Regular in-person collaboration is important for this role, and OnX offers relocation assistance to support a move to Missoula.

We will also consider highly qualified candidates located in one of our established Basecamp locations (Austin, TX; Bozeman, MT; Denver, CO; Kalispell, MT; Minneapolis, MN; Portland, OR; Salt Lake City, UT; or Seattle, WA). Candidates based outside of Missoula will be expected to travel to Missoula for one week each month to work alongside the team in person.

How You'll Be Compensated

OnX is committed to compensating all employees fairly and equitably for their contributions. Applicants can expect to make between $126,000 to $157,000 upon hire. The pay range will vary based on experience, skills, certifications, and education among other factors as required in the job description. In addition, full-time OnX employees are eligible for a grant of common share options with a vesting schedule and a potential annual bonus of 10% based on company performance.

What We're Offering You

• Competitive salaries, annual bonuses, equity, and opportunities for growth
• Comprehensive health benefits, including a no-monthly-cost medical plan
• Paid parental leave of 13 weeks for birthing parents and 5 weeks for non-birthing parents
• 401k matching at 100% for the first 3% you save and 50% from 3-5%
• Company-wide outdoor adventures and amazing outdoor industry perks
• Annual "Get Out, Get Active" funds to fuel your active lifestyle
• Flexible time away package that includes PTO, STO, VTO, and paid holidays

Performance Essentials

In this role, success is driven by cognitive abilities such as concentration and problem-solving, essential for our computer-centric tasks. OnX will explore reasonable accommodations to ensure that individuals with diverse abilities can fully engage in and contribute to the essential physical and mental functions of the job. If you need assistance or accommodation, please contact us at PC@onxmaps.com.

Position open until filled.

#LI-Remote

At OnX, we believe that unique perspectives make us stronger. By bringing together people with different experiences, ideas, and viewpoints, we fuel innovation and move closer to our mission of awakening the adventurer in everyone