Director of Customer Experience Strategy & Operations

Description

Claroty is looking for a highly driven, analytical, and strategic professional to lead our Customer Experience Strategy & Operations. This role serves as the right hand of the Chief Customer Officer and a key enabler for Customer Experience (CX) leadership. You will be responsible for transforming data into strategic insights, optimizing operational excellence across the CX organization, and ensuring executive-level visibility and impact.

You’ll lead one direct report at first and serve as a business partner to CX VPs.

*** This role follows a hybrid work model, requiring on-site presence at our New York office several days per week. ***

About Claroty:   

Claroty has redefined cyber-physical systems (CPS) protection with an unrivaled industry-centric platform built to secure mission-critical infrastructure. The Claroty Platform provides the deepest asset visibility and the broadest, built-for-CPS solution set in the market, comprising exposure management, network protection, secure access, and threat detection – whether in the cloud with Claroty xDome or on-premise with Claroty Continuous Threat Detection (CTD). Backed by award-winning threat research and a breadth of technology alliances, The Claroty Platform enables organizations to effectively reduce CPS risk, with the fastest time-to-value and lower total cost of ownership. Our solutions are deployed by over 1,000 organizations at thousands of sites across all seven continents.

A Great Place to Work® certified company, Claroty is headquartered in New York City with employees across the Americas, Europe, Asia-Pacific, and Tel Aviv. The company is widely recognized as the industry leader in CPS protection, with backing from the world’s largest investment firms and industrial automation vendors, recognized by KLAS Research as Best in KLAS for Healthcare IoT Security five years in a row, and ranking on the Forbes Cloud 100 and Deloitte Technology Fast 500 multiple consecutive years. 

Requirements:

As a Director of Customer Experience Strategy & Operations, your impact will be:

• Strategic Planning & Executive Enablement – Partner with the Chief Customer Officer and CX leaders to build and drive annual plans, quarterly business reviews, board materials, capacity planning, and strategic presentations.
• Operational Excellence – Drive the operational rhythm of the CX organization, including cadences, KPI tracking, initiatives execution, and interlocks with cross-functional teams.
• Process and Toolstack ownership – Lead cross-functional projects to implement and evolve systems, tools, and methodologies that support customer journey improvements and delivery at a global scale.
• Data Analysis & Customer Insights – Design, refine, and manage all CX metrics to provide actionable insights across the Customer Experience org – with focus on adoption, value realization, and risk mitigation.