Motorola Solutions · 9 hours ago
Director of Customer Experience (CX)
United States
Full-time
Remote
Director/Executive
$145K/yr - $165K/yr
8+ years expMotorola Solutions is a global community focused on enhancing public safety through advanced technologies. They are seeking a visionary Director of Customer Experience (CX) to lead and optimize the customer journey for their Service & Hardware as a Service offerings, ensuring a seamless and high-value experience across all customer interactions.
Cyber SecurityTelecommunicationsVideo
Responsibilities
Define the CX North Star: Establish and relentlessly execute a holistic, scalable, and personalized CX strategy that is tightly integrated with our S&HaaS business objectives and overall growth targets
Champion the Voice of the Customer (VoC): Systematically capture, analyze, and disseminate customer feedback and behavioral data across the organization, advocating for product and process changes that directly address customer pain points and opportunities
Measure and Drive Loyalty: Own and manage critical relationship and operational metrics using them as the primary organizational scorecard for success
Customer Journey Ownership: Oversee the mapping, design, and continuous optimization of the entire customer journey, ensuring a seamless and high-value experience across all stages, especially onboarding and technical service
Lead a High-Performance Team: Inspire, mentor, and lead a multi-tiered, multi-channel team encompassing frontline support, specialized technical tiers (L1–L2), customer service specialists, the CX Innovation ('Test and Learn') Team and Customer Support Specialists
Transform Support into Value: Move beyond simple ticket resolution by designing support processes that leverage self-service, proactive outreach, and predictive insights to significantly reduce customer effort and ticket volume
Operational Excellence: Select, implement, and optimize a best-in-class CX technology stack (including CRM/ticketing, self-service knowledge, and omnichannel tools) to ensure efficiency and accessibility across all touchpoints (phone, chat, email, and digital self-service)
Hybrid Product Expertise: Ensure the team possesses deep, current knowledge of our complex SHaaS (hardware/software) offerings, establishing robust escalation and resolution protocols for intricate technical and logistical issues
Strategic Alignment: Serve as a key partner to Product, Engineering, and QA leadership, ensuring the customer experience directly informs the product roadmap and release processes to mitigate service issues proactively
Collaborate for Retention: Work seamlessly with Customer Success, Sales, and Marketing to ensure a unified customer narrative, smooth handoffs, and consistent messaging that reinforces value and drives retention
Key Customer Relationship: Cultivate trusted, high-level relationships with major enterprise customers, gathering strategic feedback and ensuring their experience aligns with their long-term value
Qualification
Required
8+ years of progressive experience in Customer Support or Customer Experience, with 4+ years in a senior leadership role within a high-growth retail, enterprise, or technical service environment
Proven success managing support for complex hybrid (hardware/software) products or IoT/embedded systems, with a deep understanding of technical ecosystems (S&HaaS preferred)
Expertise in CX Measurement and Improvement: Demonstrated track record of leveraging NPS, CSAT, or similar metrics to drive quantifiable business improvement and reduce customer churn
Experience scaling and optimizing global/distributed support operations using advanced support technologies (CRM/ticketing, advanced reporting, etc.)
Exceptional ability to synthesize data, communicate strategic insights to executive leadership, and influence cross-functional teams
Preferred
Bachelor's or Master's degree in Business, Engineering, Computer Science, or a related field
Direct experience with process improvement methodologies such as Lean, Six Sigma, or ITIL applied to the customer journey
Experience supporting Enterprise (B2B) customers across multiple regions and time zones
Benefits
Incentive Bonus Plans
Medical, Dental, Vision benefits
401K with Company Match
10 Paid Holidays
Generous Paid Time Off Packages
Employee Stock Purchase Plan
Paid Parental & Family Leave
And more!
Company
Motorola Solutions
Motorola Solutions creates mission-critical communication solutions and services for public safety and commercial customers.
10001+ employees
H1B Sponsorship
Motorola Solutions has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (159)
2024 (119)
2023 (146)
2022 (170)
2021 (153)
2020 (155)
Funding
Current Stage
Public CompanyTotal Funding
$1BKey Investors
Silver Lake
2023-01-06Post Ipo Equity· $1B
2011-01-04IPO
Leadership Team
Mahesh Saptharishi
Executive Vice President and CTO
Jack Molloy
EVP and Chief Operating Officer
Recent News
2026-01-07
2026-01-06
Company data provided by crunchbase