Director of Transformation
Autura | Reports to CEO
Only accepting applications that are currently residing in Texas
About the role
This is a digital transformation role built around the customer journey. You will lead the work that connects how Autura markets, sells, onboards, supports, and retains customers into one operation. The goal is not a better set of tools. It is a business that can see its customers clearly and act on what it sees.
Data is the foundation of this role. You will own the system of record, the pipelines, and the governance that give Autura one clear view of its customers. This job lives in the weeds: you will design the blueprint, then build it with IT, Product, Operations, and GTM, go into trouble spots yourself when something is stuck, and carry the adoption work that makes new systems actually get used, with managers as your main channel. Every program is judged on business results and problems solved rather than on rollout.
What you will own
Customer journey and CRM
- Own the operating model HubSpot is meant to support, turning sales, marketing, and customer success requirements into one governed system of record rather than parallel versions of the truth
- Translate customer experience goals into detailed journey maps, then into prioritized product and technology roadmaps, and lead the cross-functional build that makes them real
- Lead modernization of the customer-facing tech stack, including CRM, customer success tooling, and omnichannel contact center platforms
- Make sure data moves cleanly across digital apps, self-service portals, and human-assisted support channels so the experience holds together across all of them
- Own the systems roadmap and cross-functional alignment across both PLG and SLG motions, work that today sits split across teams
Data and AI
- Stand up a customer data platform that pulls fragmented touchpoints into a single real-time customer profile
- Build unified data pipelines and tooling to track behavioral analytics and surface churn risk early
- Own the data governance standards that keep those pipelines trustworthy as more teams come to depend on them
- Apply machine learning to flag workflow bottlenecks, forecast customer needs, and trigger proactive outreach before a problem reaches the customer
- Find and implement places where generative AI can take over legacy manual work across the customer journey and raise output per person
Program leadership
- Turn broad or unsettled strategic priorities into structured plans with named owners and clear accountability
- Build and own multi-year roadmaps and the detailed plans beneath them: sequence the work, map dependencies, surface risks early, and drive them to resolution
- Partner with senior leaders across Product, Engineering, Finance, Operations, and GTM to set scope, success metrics, and governance
- Run program health reporting and executive status updates; facilitate steering committees and cross-functional working sessions
- Lead the annual strategic planning process and keep corporate objectives and departmental plans connected
- Partner closely with the finance transformation effort, keeping systems, data, and timelines aligned without owning that workstream
What we are looking for
- 3-5 years leading enterprise or company-wide transformation programs, ideally in SaaS
- Experience building or consolidating customer data infrastructure and putting it to use
- Track record of shipping change, not just planning it
- Comfort operating with incomplete information and competing priorities
- Credibility with senior leaders and with frontline teams, since this role needs both
- Practical experience applying AI tooling to real business processes
- Experience in a private equity backed or high-growth environment
