CX Operations Transformation Director

About Onit

We're redefining the future of legal operations through the power of AI. Our cutting-edge platform streamlines enterprise legal management, matter management, spend management and contract lifecycle processes, transforming manual workflows into intelligent, automated solutions.

We’re a team of innovators using AI at the core to help legal departments become faster, smarter, and more strategic. As we continue to grow and expand the capabilities of our new AI-centric platform, we’re looking for bold thinkers and builders who are excited to shape the next chapter of legal tech.

If you're energized by meaningful work, love solving complex problems, and want to help modernize how legal teams operate, we’d love to meet you.

Position Summary

This role is responsible for driving CX transformation by translating CX leadership priorities into implemented processes, systems, and operating workflows across Customer Success, Services, and Support in conjunction with supporting functions such as IT and systems teams. This role focuses on turning business needs and strategic direction into clear, scalable ways of working, including initiatives related to AI-driven insights and predictive capabilities, and driving implementation through to measurable operational outcomes.

This individual works closely with CX leadership to operationalize initiatives, improve cross-functional workflows, and ensure systems such as PlanHat, Kantata, and Salesforce are configured appropriately to support how teams are expected to operate. This includes defining requirements, guiding system administrators and technical teams, and ensuring implementations align with intended workflows and outcomes.

This is a hands-on role focused on delivering measurable operational results. The role owns delivery from problem definition through implementation, ensuring workflows and systems are not only implemented, but function effectively in practice and support consistent execution across teams.

Key Responsibilities

* Design and implement core CX workflows across Customer Success, Services, and Support, including sales-to-services handoffs, estimation processes, and cross-functional operating models

* Translate CX leadership direction into operational processes and system requirements, ensuring tools such as PlanHat , Salesforce, and Kantata support how teams are expected to work

* Define system requirements and guide IT teams, system administrators, and vendors through implementation, ensuring solutions align with intended workflows and user experience

* Define and improve forecasting, planning, and operating rhythms, including business reviews / performance cadences to drive decision-making / accountability

* Own cross-functional initiatives and ambiguous operational problems end-to-end, including initiatives related to AI-driven insights and predictive workflow s , from defining the approach through implementation

* Ensure processes are effective in practice, refining workflows, systems, and handoffs to drive consistent execution and intended business outcomes

* Work across CX leadership, IT, and external partners to drive alignment and implementation of processes and systems

* Coordinate with enablement and operational teams to support rollout of new processes and systems

Required Skills

* Bachelor’s degree required; MBA or equivalent preferred

* 12+ years of experience in operations (including services and customer success), consulting, business operations, or a related field 

* Proven experience designing and implementing business processes and workflows in a cross-functional environment 

* Experience working with business systems such as CRM (e.g., Salesforce), customer success platforms (e.g., PlanHat), or services/PSA tools (e.g., Kantata)

* Demonstrated experience translating business needs into operational processes and system requirements, and guiding implementation through completion 

* Experience working with technical teams, IT, or external vendors to deliver system-enabled solutions 

* Strong problem-solving skills, with the ability to structure and execute on ambiguous requirements 

* Strong communication and collaboration skills, with the ability to work across leadership levels and functions 

* Ability to operate independently and drive work forward in a fast-paced, evolving environment 

$150,000 - $170,000 a year

Bonus: 10%

At Onit, we’re committed to offering fair and competitive compensation. In addition to base pay, associates are eligible for an annual discretionary bonus. The final base salary you receive will reflect factors such as your skills, education, experience, and work location.

Benefits & Perks That Support You

Onit offers a comprehensive total rewards package designed to support the whole employee at work and beyond:

Health Coverage Choices: Three medical plan options, plus dental and vision, so you can choose what fits best. Employees on our HDHP plan also receive employer contribution to the HSA.

Retirement Savings: 401(k) with a 100% match on the first 3% and 50% on the next 2% of employee contributions.

Time Away: Flexible paid time off, 7 sick days, and 9 paid company holidays annually.

Family Support: Exceptional paid leave for birth parents, non-birth parents, and caregivers. Onit also offers surrogacy and adoption reimbursement.

Income Protection: 100% employer-paid life and disability insurance.

Additional Coverage Options: Voluntary benefits including hospital indemnity, critical illness, accident, and even pet insurance.

Tax-Advantaged Accounts: Healthcare FSA, HSA, and dependent care FSA.

Community Engagement: One paid volunteer day each year to give back to the community.

Our Commitment to Applicants

We know that not everyone will check every box in a job description. At Onit, we value diversity, inclusion, and authenticity. If you’re excited about this role but your experience doesn’t align perfectly with every qualification, we encourage you to apply. You may be exactly who we’re looking for.

This position will remain open for applications for 7 calendar days from the posting date.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.