Director, Customer Experience Operations

Operations Leadership: Demonstrated track record scaling customer success, professional services, revenue, or business operations within a fast-growing B2B SaaS or technology environment.

Resource & Capacity Management: Advanced expertise managing services forecasting, backlog analysis, utilization, and capacity modeling linked to sales forecasts.

Executive Analytics: Strong financial and analytical acumen with experience presenting operational metrics, risks, and strategic initiatives to executive teams.

Cross-Functional Alignment: Proven ability to influence and collaborate across Sales, Finance, and Product departments while driving accountability.

Location: Boston, MA (Hybrid arrangement).

Systems Mastery: Hands-on experience implementing, configuring, or optimizing enterprise tools like PSA, CSP, ServiceCloud, and other Customer Success or BI platforms.

Process Optimization & AI: Demonstrated success driving tool adoption and designing automated, standardized workflows for frontline teams using modern software and AI tools.

Salary range:

$163,000 - $220,000 + bonus & equity

The job posting range is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, performance, sales or revenue-based metrics, and business or organizational needs.

Paperless Parts Life

Culture: At Paperless Parts, we value intentionality, persistence and relationships. We live and breathe these values every day. As a fast-growing company, we’re continually improving what we’ve built while still building from the ground up.

Boston Office: Our office is full of energy; people regularly collaborate to solve complex problems. We recognize that people work well in different environments and have intentionally designed our office to provide collaborative spaces and quiet focus areas. Our height-adjustable desks are set up with additional monitors, and employees are provided with the latest Apple technology to support productivity.

Our headquarters is located in downtown Boston, MA and easily accessible to most transit routes (Red/Blue/Orange/Green Line/South Station/North Station).

Encinitas Office: Our California office is our newest office which seats our West Coast sales team. The office has an open floor plan with several conference rooms to encourage collaboration with your colleagues in California and TV's to connect with those sitting in Boston or remotely. The office is walking distance from Downtown Encinitas, the Coaster train stop, and tons of activities on the 101.

Benefits: We value you and your family. With this in mind, full-time employees are provided:

100% coverage of health, dental, and vision for you and your dependent

Competitive compensation philosophy

Unlimited PTO

13+ paid holidays

Company-sponsored wellness stipend

Pre-tax Commuter and FSA/Dependent Care FSA

401(k) plan

Employee recognition program

Responsible for adherence to all security and privacy requirements, rules and regulations and implement as required.

Paperless Parts is committed to cultivating an equitable, inclusive, and supportive environment for all employees. We believe this environment creates a safe space for employees to share their experiences, brainstorm ideas, and grow their careers. Paperless Parts is an Equal Opportunity & Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.