Director of CX Strategy and Portfolio Management

Location: Waltham, MA

About the Role

As our organization scales, we are fundamentally transforming how we deliver value to our customers. Introducing our advanced robots into dynamic, unstructured environments requires a seamless, enterprise-grade support ecosystem.

Reporting directly to the VP of Customer Experience, the Director of CX Strategy and Portfolio Management will pioneer our shift to treating Customer Experience (CX) as a formalized product. In this role, you will own the strategic roadmap and manage a complex portfolio of initiatives designed to mature the entire CX lifecycle from onboarding and deployment through service, and support. Crucially, this is an inherently non-siloed, connective function; success demands radical, deep-seated collaboration across every single pillar of the business—integrating CX, Sales, Marketing, Product, and Engineering into one unified, high-velocity engine.

Key Responsibilities

• CX Vision and Strategy
• This leader will be responsible for four pillars of creating the world's best Customer Experience engine for the world's most advanced unstructured robotic solutions:
• Pillar I: CX Product Innovation & Customer Obsession
• Product Leadership: Directly manage one Product Manager to productize the end-to-end customer journey with the same rigor as hardware development.
• Zero-Friction Mandate: Drive the strategy for "zero friction" scores by translating customer obsession into actionable product requirements and seamless onboarding experiences.
• Pillar II: Portfolio & Technical Program Delivery
• TPM Management: Lead and mentor a team of three Technical Program Managers (TPMs) to oversee the execution of the CX strategic roadmap.
• Serviceability & Scale: Focus the TPM team on maturing legacy systems, improving serviceability, and deploying introspective tooling that enables the CX organization to scale globally.
• Pillar III: Strategic CX Integration & Alignment
• Executive Partnership: Serve as the primary strategic partner to the VP of Customer Experience, translating high-level vision into actionable, enterprise-wide strategy.
• Cross-Functional Synergy: Drive organizational alignment across departmental silos, managing stakeholder relationships to ensure unified outcomes across the entire CX lifecycle.
• Pillar IV: Rapid Prototyping & AI/Enterprise Tooling
• Dev Team Leadership: Manage a small, dedicated scrum team of developers to rapidly prototype internal tools and advanced CX capabilities.
• Tooling Ownership: Own the incubation and iteration of AI initiatives and enterprise tools (e.g., Salesforce) through to the point of handover to the BizOps team.
• BizOps Collaboration: Partner closely with BizOps Data Science and BizOps PMO teams to ensure technical prototypes are scalable and data-driven before full enterprise integration.

Qualifications & Key Attributes

Experience: 15+ years of leadership experience in Product Management, Portfolio/Program Management, or CS Strategy, ideally within a scaling B2B technology, hardware, or robotics company.

Methodology Mastery: Deep fluency in product management methodologies (Agile, journey mapping, discovery frameworks) and portfolio management best practices (governance, resource leveling, strategic road mapping).

Systems Architecture & Scaling: A proven track record of taking immature operational processes and scaling them into robust, enterprise-grade systems capable of supporting complex, global deployments.

Change Management Expertise: Demonstrated experience leading large-scale organizational change (e.g., ADKAR or similar frameworks). Excellence in bringing disparate stakeholders together and leading through influence without direct authority.

Customer Obsession & Analytics: A relentless drive to advocate for the user, coupled with the analytical acumen to translate qualitative feedback and quantitative metrics into actionable product requirements.

Exceptional Communication: The ability to seamlessly translate complex operational realities between deep technical engineering teams and customer-facing service personnel.