Director of Customer Experience; CX

Position: Director of Customer Experience (CX)
** Motorola Solutions values your privacy**    .Director of Customer Experience (CX) page is loaded## Director of Customer Experience (CX) locations:
Richardson, TX (TX145):
Texas Remote Worktime type:
Full time posted on:
Posted Todayjob requisition :
R60810##
** Company Overview
** At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.##

** Department Overview
** Theatro’s software-as-a-service platform, purposefully designed for frontline workers, provides a suite of collaboration applications that deliver information in real time to help improve their productivity and physical safety.##

Job Description We are seeking a visionary and results-driven Director of Customer Experience (CX) to strategically own and elevate the end-to-end customer journey for our revolutionary S&HaaS (Service & Hardware as a Service) offerings.

This is a senior leadership role where you will transform customer interactions from reactive support events into proactive, value-driven experiences. You will serve as the Chief Advocate for the Voice of the Customer (VoC), translating insights from our complex technical ecosystem into actionable strategies that drive product enhancement, operational efficiency, and sustainable customer loyalty and retention.
** Core Responsibilities
** I. CX Strategy, Vision, and Advocacy
* 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.

II. Integrated Experience Operations
* 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.

III. Cross-Functional Impact & Partnership
* 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,…