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 team...