Digital Customer Experience Lead (customer Operations)

Digital Customer Experience Lead (Customer Operations)

Eightfold was founded with a vision to solve for employment in our society. For decades, the connection between individuals and opportunities has been based on who they are and their network's strength vs. their potential. Eightfold leverages artificial intelligence to transform how to think about skills and capabilities for individuals and how jobs and career decisions are made. Eightfold offers the industry's first AI-powered Talent Intelligence Platform to transform how organizations plan, hire, develop and retain a diverse workforce, enabling individuals to transform their careers. To date, Eightfold AI has received more than $410 million in funding and a valuation of over $2B from leading investors to further our mission of finding the right career for everyone in the world. If you are passionate about solving one of the most fundamental challenges of our society - employment, working on hard business problems, and being part of an amazing growth story - Eightfold is the place to be!

The Customer Strategy & Operations team sits within Customer Success (CS), part of the broader Customer Experience (CX) organization. We enable the CS organization to deliver measurable value at scale — defining strategy, analytics, and programs that help customers adopt, expand, and succeed. Our work connects across Solution Delivery, Product, Marketing, and GTM Systems to ensure a consistent, data-driven experience throughout the customer lifecycle. This team sits at the intersection of strategy, execution, and innovation, driving how Customer Success operates and how customers engage with Eightfold.

About the Role

The Digital Customer Experience Lead (Customer Operations) will own the design, execution, and continuous improvement of digital programs that help customers succeed at scale. You'll translate strategy into measurable, repeatable programs that accelerate onboarding, drive adoption, and strengthen retention and expansion outcomes. This role blends strategy and execution — you'll manage cross-functional projects from concept through delivery, ensure program performance, and evolve initiatives over time. You'll also explore and implement AI-driven solutions that improve internal efficiency and enhance the overall customer experience. You'll collaborate closely with Customer Success leadership, Solution Delivery, and other cross-functional teams to align digital programs with our customer lifecycle strategy and operational goals.

Responsibilities:

• Champion a digital-first mindset across Customer Success — train and enable CSMs to leverage automation, content, and analytics to reach more customers efficiently and effectively.
• Lead end-to-end ownership of digital programs that support the Customer Success lifecycle — from onboarding through expansion.
• Own and drive cross-functional digital experience programs that directly impact the post-sales customer journey - including initiatives like community experience expansion, communications automation, and alignment of customer-facing touch points.
• Map, design, and continuously improve post-sales digital engagement programs that enhance onboarding, adoption, retention, and expansion across customer segments.
• Develop and maintain dashboards using data visualization tools (e.g., Tableau) to measure program impact and inform iteration.
• Analyze and synthesize customer data to surface trends and drivers of health, then apply insights to optimize digital touch points and lifecycle programs.
• Partner with GTM Systems to align tools, data, and workflows that scale Customer Success operations and customer engagement.
• Experiment with AI and automation, including custom agent pilots, to streamline internal CS processes and create faster, more personalized customer experiences.
• Build and maintain playbooks, documentation, and governance models to ensure digital programs are sustainable, measurable, and continuously improved.
• Collaborate with Sales and Solution Delivery to ensure consistent handoffs and unified customer experience across post-sale phases.

Qualifications:

• 8+ years of relevant professional experience, including 3–5 years of experience in Program Management, Customer Success, or Consulting, ideally within a SaaS or HR tech environment.
• Proven ability to manage cross-functional projects with measurable business outcomes.
• Strong operational and execution mindset, translating strategy into structured, scalable programs.
• Analytical fluency with data visualization tools such as Tableau.
• Comfort working with technical and data teams, and openness to learning new technical skills as needed.
• Curiosity and hands-on experience with AI tools or automation, with a perspective on how AI can enhance internal workflows and customer engagement.
• Excellent communication and stakeholder management skills.
• A collaborative, proactive, and learning-oriented mindset.

Preferred:

• Experience in customer experience design or scaled success programs, with a focus on lifecycle management.
• Comfort configuring and working within technical systems (e.g., platform settings, integrations, workflow automation, and data structures).
• Experience partnering closely with developers & data teams, including the ability to translate business needs into clear technical requirements and participate in technical discussions.
• Technical fluency such as SQL, scripting, light coding, or prior experience building simple tools, automations, or prototypes.
• Demonstrated "builder" mindset with a track record of experimentation, rapid iteration, and shipping improvements with speed and measurable impact.
• Experience piloting or prototyping new tools (including AI-enabled tools), evaluating what works, and scaling successful solutions into repeatable programs.
• Self-starter who proactively explores novel technologies and learns independently to stay ahead of emerging solutions and best practices.

We are a team of self-starters who excel in their fields. We believe in giving you responsibility, not a task. We want you to have ownership and pride in your work and see your work's positive impact on your colleagues, our customers, and the world. We believe in providing transparency and support so you can do the best work of your career. Hybrid Work @ Eightfold: We embrace a hybrid work model that aims to boost collaboration, enhance our culture, and drive innovation through a blend of remote and in-person work. We are committed to creating a dynamic and flexible work environment that nurtures the collaborative spirit of our team. Starting May 1, 2025, employees residing near Santa Clara, California, will return to the office three times a week. Employees residing near our London, Bangalore, and Noida offices will return to the office twice a week with the goal of transitioning to three times per week within the year. Eightfold.ai provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran or disability status. Experience our comprehensive benefits with family medical, vision and dental coverage, a competitive base salary, and eligibility for equity awards and discretionary bonuses or commissions. Please note that this role is only available in our designated hub locations: Greater Chicago, IL, Greater NYC, NY, Santa Clara, CA, and Greater Atlanta, GA. The role is hybrid.