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. Responsibilities 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. Requirements 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; cyber experience is a plus) 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 comfort using BI tools Exceptional project management and multitasking skills, with the ability to prioritize and execute across multiple parallel initiatives Experience 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; able to navigate ambiguity and align diverse stakeholders Hands-on work style with the ability to 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 A Great Place to Work certified company with a culture rooted in camaraderie, credibility, fairness, and respect People-first culture with support for personal well-being and a harmonious work environment Strong track record of growth and global product reach Commitment to work-life balance, including company-wide rest periods Emphasis on development through performance reviews, feedback, and ongoing learning Transparent communication through all-hands, town halls, and open forums Hybrid work model with offices in New York, Tel Aviv, London, and Singapore Equal opportunity statement: Claroty is an equal-opportunity employer committed to fostering a diverse and inclusive work environment for all. We encourage applications from candidates of all backgrounds and provide accommodations upon request in all selection phases. We are hiring for a role in New York, NY. If you are interested in this opportunity, apply through the official channels.

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