Director of Customer Experience Strategy & Operations

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. 

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. 

What do you need to succeed in this role?

• 3 years of experience in consulting (advantage to background in operational excellence)
• 5-7 years of experience in mid-senior operational roles, including hands-on business operations, in a fast-paced SaaS company, 500 employees and above (Cyber an advantage).
• Proven experience leading cross-org transformation projects, systems design, implementation, and business process improvements.
• Strong analytical mindset with deep proficiency in CRM systems (Salesforce preferred), Microsoft Office suite, and сomfortable using BI tools.
• Exceptional project management and multitasking skills, with the ability to prioritize and execute across multiple parallel initiatives.
• Experience in crafting executive presentations, strategic plans, and running QBRs or executive briefings.
• Ability to act as a strategic partner and trusted advisor to senior leadership.
• Strong technological understanding (e.g., cloud environments, upgrade cycles, technical adoption challenges).
• Outstanding verbal and written communication skills; fluent in navigating ambiguity and aligning diverse stakeholders.
• Comfortable with hands-on work and fast execution – roll up your sleeves when needed.

Nice to Have:

• Experience supporting global CX or CS organizations.
• Familiarity with value realization methodologies and customer health frameworks.
• Previous experience in post-sales organizations (CS, Support, TAM, etc.)

Why Claroty? Our Culture and Benefits: 

• As a Great Place to Work® certified company, we take pride in the culture we’ve built together—one rooted in camaraderie, credibility, fairness, and respect.
• Claroty is a people-first company. With strong bonds amongst the team, we believe in prioritizing personal care and support over work, confident that results follow from a harmonious environment. We celebrate professional and personal successes, committed to fostering a diverse and inclusive space. 
• Stability, we demonstrate continued growth over the past few years, raised over $700M from top tier investors, we have top tier board members and our products are sold worldwide, over 1000 customers. 
• We understand the importance of maintaining a healthy work-life balance, and encourage people to take the time they need to rest and prioritize their mental and physical health. We also provide a biannual “ClaroBreak”, a company-wide long weekend shutdown so we can all rest, recharge and spend time with our loved ones.
• We care about your development. At Claroty, we prioritize excellence and uphold high professional and ethical standards. We encourage career growth and exploration within the company, facilitated by biannual performance reviews, feedback sessions, and individual development planning, complemented by professional courses.
• We believe in transparency and openness. That’s why we regularly hold company all-hands, town hall meetings, and “Coffee with the CEO” sessions. We also conduct round table sessions and employee satisfaction surveys, to keep a pulse on what matters most to our team members and make our culture the best it can be. 
• While we have physical offices in New York, Tel Aviv, London and Singapore, we also embrace a hybrid working culture. This flexibility allows us to tap into a diverse talent pool and enables our team members to work in a way that suits their individual preferences and circumstances.  

Claroty is an equal-opportunity employer committed to fostering a diverse and inclusive work environment for all. We encourage applications from candidates of ALL diverse backgrounds, and special accommodations are available upon request in all selection phases.

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Expected compensation for the role is $200,000+ base. This is a good-faith estimate, but does not include equity, bonus, or other forms of payment. Pay will be by experience level, but those outside the salary band are welcome to apply.

While we believe competitive compensation is a critical aspect of your decision to join us, we do hope you also spend time considering why our mission and culture are right for you. We are creating something amazing here, and we hope you are as excited about the future as we are.

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