{"id":2688874,"url":"https://alion.io/job/assembly-software-director-of-customer-experience-operations","title":"Director of Customer Experience Operations","company":{"id":1838266,"name":"Assembly Software","domain":"assemblysoftware.com","url":"https://alion.io/company/assemblysoftware","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Operations","role_family":"Operations","seniority":"head","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_payroll_markers","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":127000,"max_usd":250000,"period":"year","method":"global_role_seniority_cell","sample_n":2174},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-16T07:36:29Z","employer_posted_date":null,"last_verified_at":"2026-10-16T07:36:29Z","board_verified":false,"closed_at":null,"days_open":20,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":20},"description":"About Assembly Software\n\nAssembly Software is a visionary technology company dedicated to revolutionizing the legal industry. It blends decades of history and industry experience with next-generation, customer-focused innovation, bringing together two of the legal profession’s pioneering case management brands, Needles and Trialworks, both of which have contributed to Neos, Assembly's reimagined cloud-based solution. With its premier case management solution, Neos, and the game-changing NeosAI, Assembly Software empowers law firms to exceed expectations and maximize their potential through innovative software solutions.\n\nAssembly's Neos is a cloud-based practice management software with embedded AI that combines customizable workflows, seamless integrations, and powerful analytics. Neos empowers law firms to streamline their operations, enhance productivity, and manage all aspects of their practice. In addition, NeosAI seamlessly integrates within Neos, empowering users to leverage AI capabilities without needing to switch between different platforms\n\nWhen you join Assembly Software, you’re joining a team that genuinely cares about you, your career, and your excitement about your job. When you work for a tech company in the legal field, there are endless opportunities ripe for disruption, and you’ll be on the forefront of that innovation. We want you to pursue what drives you and push your boundaries! Assembly Software is where people come to shake up a historically buttoned-up industry. \n\nVision Statement\n\nAssembly's vision is to provide the legal community the best practice management software that enables client advocacy from anywhere at anytime.\n\nMission Statement\n\nOur mission is to provide intuitive and comprehensive legal practice management solutions enhancing efficiency and profitability for our customers.\n\nCore Values\n\nWe are Accountable: We accept responsibility for our choices and actions. We value transparency + feedback.\n\nWe Never Stop Learning: We pursue growth + learning.\n\nWe Thrive as a Team: We value others' opinions + work respectfully with one another.\n\nWe are Collaborative Innovators: We are adventurous, creative + open-minded.\n\nWe are Here to Be of Service to our Customer + our Colleagues: No matter our role, we are all here to be of service + add value.\n\nWe have Unyielding Integrity: We do the right thin, even when no one is watching.\n\nWe Embrace Diversity + Inclusion: We are passionate about creating and cultivating an inclusive culture that promotes and values diversity.\n\nImplementation hands a customer off to Support. Support hands them off to Success. Somewhere in those handoffs, context gets lost, and by the time anyone notices, the customer is already frustrated. We're looking for someone who looks at that mess and can't help but want to fix it.\n\nAs the Director of Customer Experience Operations, you are a builder, not a spectator. You'll sit on our Chief Customer Officer's leadership team and build the operational backbone connecting Implementation, Support, Success, and Enablement into one coherent Customer Experience Group: the KPIs everyone actually trusts, the playbooks that make good practices repeatable, and the systems that keep our data clean enough to make real decisions on.\n\nYou won't have a team of your own, and that's by design. Your job is to make the people who do run cleaner, faster, and more consistent, not to build something underneath you. If what energizes you is bringing order and rigor to a fast-growing customer organization that's still finding its shape, this is exactly that job.\n\nIf this sounds like the seat you've been waiting for, we'd love to hear from you.\n\nWhen you’re considering a new job, it’s normal to have questions. Here are a few things we get asked all of the time:\n\n1. I'm tired of the daily commute. Where are you located?\nAssembly Software is a fully remote company. We work across time zones and connect through Teams, so you can build your career from wherever you do your best work: home office, favorite coffee shop, or yes, in your PJs if that's your vibe.\n\n2. What makes Assembly Software different?\nOur people. We're a fast growing SaaS company and the leading provider of case management solutions for personal injury and legal firms. Through our three brands, Neos, Needles, and TrialWorks, we serve over 2,500 law firms and 40,000+ users, the largest user base in the industry. Backed by Ridge Road Partners since 2017, we combine decades of legal tech expertise with a scrappy, entrepreneurial energy. We move fast, we care about the product, and we have fun doing it. Our sales team also enjoys uncapped commission with built in accelerators, so top performers are rewarded for their impact.\n\n3. What's the benefits package like?\nCompetitive and comprehensive. You'll have access to:\n\nMedical, dental, and vision plans\n\nShort and long term disability coverage\n\nSupplemental insurance options\n\n401(k)\n\nFlexible time off\n\nPaid parental leave\n\nAn Employee Assistance Program\n\nWe invest in our people because we know our results depend on them. When you do great work here, you'll be recognized and rewarded for it.\n\nAssembly Software provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.\n\nOriginally posted on Himalayas","description_format":"text","description_chars":5598,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible time off","Home office","Parental leave"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Professional Services","Legal Services","Legal Software"],"lifecycle":[{"event":"open","at":"2026-10-16T08:28:30Z"}],"visa":[],"liveness":{"score":17,"band":"cold","label":"Long shot","p_open":0.85,"p_active":0.574,"p_room":0.35,"age_days":19,"expected_fill_days":7,"reasons":["seen:19","win:tail"],"computed_at":"2026-11-05T05:54:30Z"},"pay":null,"html_url":"https://alion.io/job/assembly-software-director-of-customer-experience-operations","json_url":"https://alion.io/job/assembly-software-director-of-customer-experience-operations.json","meta":{"generated_at":"2026-11-05T17:31:36Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":22866,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-06T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1838266},"rest":"https://alion.io/mcp/rest/get_company?id=1838266"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fassembly-software-director-of-customer-experience-operations"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fassembly-software-director-of-customer-experience-operations"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fassembly-software-director-of-customer-experience-operations"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/assembly-software-director-of-customer-experience-operations\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fassembly-software-director-of-customer-experience-operations"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2688874}},{"tool":"search_jobs","arguments":{"company":"assemblysoftware.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2688874},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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