Director, Customer Experience Operations

🏢 Paperlessparts · 📍 Boston, MA · 💼 hybrid 💰 $163,000 - $220,000 / yr

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Position Summary & Responsibilities

Paperless Parts is the SaaS-based intelligence layer for modern manufacturing, enabling our customers to innovate faster in the physical world. From rockets to medical devices, we power the parts that move the world forward.

Location: Boston, MA (Hybrid)

Reports To: SVP of Customer Experience

Employment Type: Full-Time

Travel: N/A

This position requires activities that are subject to US Export Control Laws and require US Citizenship or Green Card Holder.

The Opportunity

Paperless Parts is seeking a Director of Customer Experience Operations to build and scale the operational foundation supporting our Professional Services, Customer Success, Support, and Managed Services teams. You will own the strategy, analytics, capacity planning, and technical stack that enable predictable growth and exceptional customer outcomes across our delivery functions.

In this high-impact leadership role, you will act as the operational bridge between Sales, Finance, Product, and CX leadership. By pairing strong analytical capabilities with execution-focused leadership, you will turn operational data into actionable strategies that drive capacity, customer retention, and functional consistency across the entire CX organization.

What Success Looks Like (First 6–12 Months)

Capacity & Utilization Accuracy: Build and deploy a resource and capacity forecasting model that accurately aligns sales bookings with delivery capabilities within 90 days.
BI & Executive Reporting: Standardize CX metric tracking to deliver executive- and board-level dashboards that clearly identify performance trends, delivery risks, and revenue opportunities.
Tool Stack Integration: Streamline our PSA and CRM workflows to increase data quality and automated process adoption across all CX frontline teams by 20%.

Key Responsibilities

Operational Strategy & Execution: Build and continuously refine scalable operating models, business rhythms, and execution consistency across all CX teams, leveraging AI to enhance process efficiency.
Resource & Capacity Planning: Lead workforce planning, utiliz

🎯 Candidate Preparation Guide For Paperlessparts Applicants

Key Role Competencies & Evaluation Highlights

Key Role Focus:

Measures domain translation speed—how fast a technologist can grasp traditional manufacturing/job-shop workflows and map them to SaaS architecture.

📋 Preparation Priorities (Key Areas to Clarify):

1. Dismissing traditional industries as unsophisticated or treating manufacturing users as non-technical
2. Proposing overly complex, ivory-tower architectures instead of practical, high-velocity features
3. Inability to connect software architecture decisions directly to top-line customer revenue metrics

✨ Recommended Role Alignment Hook:

I bridge deep industrial workflows with modern, high-velocity SaaS architecture to unlock massive efficiency for manufacturers.

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