What are the responsibilities and job description for the Senior Director, Customer Strategy and Programs position at Lattice?
We’re looking for a Senior Director of Customer Strategy to drive strategic alignment, execution discipline, and operational excellence across our Customer organization. This leader will report to and work in deep partnership with our SVP of Customer Experience to ensure our customer strategy is effectively defined, executed, and continuously optimized to drive adoption, retention, and long-term customer success.
In this role, you will be responsible for translating high-level company objectives into actionable strategic initiatives, ensuring the Customer team is structured and operating for maximum impact. You will drive the long-term evolution of our customer service model and programs, establish operational rigor, and serve as a thought partner in shaping the future of our customer strategy.
The ideal candidate is both a strategic architect and an execution powerhouse, bringing a structured approach to tackling complex business challenges while fostering alignment across leadership, cross-functional teams, and stakeholders.
What You Will Do
This is a high-impact leadership role at the intersection of strategy and execution, ensuring that our Customer function is a competitive differentiator that drives long-term business success.
The estimated annual cash salary for this role is $192,150 - $240,000. This position is also eligible for incentive stock options, subject to the terms of Lattice’s applicable plans.
This position is also eligible for variable compensation of $48,000 - $60,000, subject to personal performance, company performance, and the terms of Lattice’s applicable plans.
Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: Medical insurance; Dental insurance; Vision insurance; Life, AD&D, and Disability Insurance; Emergency Weather Support; Wellness Apps; Paid Parental Leave, Paid Time off inclusive of holidays and sick time; Commuter & Parking Accounts; Lunches in the Office; Internet and Phone Stipend; One time WFH Office Set-Up Stipend; 401(k) retirement plan; Financial Planning; Learning & Development Budget; Sabbatical Program; and Invest in Your People Fund
Additionally, Lattice leverages current market data to determine compensation, so posted compensation figures are subject to change as new market data becomes available. The salary, other compensation, and benefits information is accurate as of the date of this posting. Lattice reserves the right to modify this information at any time, subject to applicable law.
About Lattice
Lattice is on a mission to build cultures where employees and their companies thrive. In an age where employees have more choices than ever before, businesses that put employees first are winning 🏅– and Lattice is building the tools to empower those people-centric companies.
Lattice is a people success platform that offers performance reviews, employee engagement surveys, real-time feedback, weekly check-ins, goal setting, and career planning in a way that allows companies to focus on employee development, growth, and engagement – yielding stronger employee retention, performance, and impact to the bottom line 📈. Since launching in 2016, we have grown to over 5,000 customers globally, including brands like Loom, Robinhood, and Gusto.
Lattice is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Lattice is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.
By clicking the "Submit Application" button below, you consent to Lattice processing your personal information for the purpose of assessing your candidacy for this position in accordance with Lattice's Job Applicant Privacy Policy.
In this role, you will be responsible for translating high-level company objectives into actionable strategic initiatives, ensuring the Customer team is structured and operating for maximum impact. You will drive the long-term evolution of our customer service model and programs, establish operational rigor, and serve as a thought partner in shaping the future of our customer strategy.
The ideal candidate is both a strategic architect and an execution powerhouse, bringing a structured approach to tackling complex business challenges while fostering alignment across leadership, cross-functional teams, and stakeholders.
What You Will Do
This is a high-impact leadership role at the intersection of strategy and execution, ensuring that our Customer function is a competitive differentiator that drives long-term business success.
- Architect & Drive Customer Strategy – Partner with the SVP of Customer Experience to define and execute a clear, scalable strategy for customer engagement, adoption, and success.
- Operationalize Strategic Priorities – Translate high-level business goals into structured programs, frameworks, and initiatives that drive measurable impact.
- Enhance Cross-Functional Alignment – Act as the connective tissue between the Customer team and functions like Product, Sales, Data, Marketing, and Operations to ensure seamless execution and strategic consistency.
- Optimize Team Effectiveness – Establish best-in-class operational processes, improve internal workflows, and ensure the Customer organization is structured for efficiency and growth.
- Lead Change Management & Process Evolution – Drive continuous improvement across customer operations, ensuring our strategies and tactics evolve with the business and market needs.
- Design and build Lattice’s Customer Education including Lattice University, Lattice Office Hours, and 1:many webinar programming.
- Collaborate with the Customer Operations team to drive accountability around performance metrics and uncover opportunities for optimization.
- Drive Executive and Board-Level Reporting & Insights – Ensure leadership has clear visibility into the performance, risks, and opportunities within the Customer organization.
- Lead Planning & Execution Cadence – Manage quarterly and annual planning for Customer Team, ensuring strategic initiatives are resourced, aligned, and progressing toward company goals.
- Champion the Voice of the Customer – Ensure customer insights and feedback are systematically captured and inform key business decisions.
- 8 years of experience in strategic operations and leadership.
- Proven track record of shaping and executing strategic initiatives that drive measurable business outcomes.
- Exceptional business acumen with the ability to synthesize complex challenges into clear, actionable solutions.
- Strong leadership & influence—able to partner effectively with executives and cross-functional teams to drive alignment and execution.
- Deep operational expertise, with experience designing and optimizing processes, workflows, and structures for scale.
- Analytical rigor—strong proficiency in data analysis, performance tracking, and insight generation to inform strategy and execution.
- Superior communication skills, both written and verbal, with the ability to craft executive-level narratives.
- A proactive, problem-solving mindset with a strong bias for action and continuous improvement.
The estimated annual cash salary for this role is $192,150 - $240,000. This position is also eligible for incentive stock options, subject to the terms of Lattice’s applicable plans.
This position is also eligible for variable compensation of $48,000 - $60,000, subject to personal performance, company performance, and the terms of Lattice’s applicable plans.
Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: Medical insurance; Dental insurance; Vision insurance; Life, AD&D, and Disability Insurance; Emergency Weather Support; Wellness Apps; Paid Parental Leave, Paid Time off inclusive of holidays and sick time; Commuter & Parking Accounts; Lunches in the Office; Internet and Phone Stipend; One time WFH Office Set-Up Stipend; 401(k) retirement plan; Financial Planning; Learning & Development Budget; Sabbatical Program; and Invest in Your People Fund
- Note on Pay Transparency:
Additionally, Lattice leverages current market data to determine compensation, so posted compensation figures are subject to change as new market data becomes available. The salary, other compensation, and benefits information is accurate as of the date of this posting. Lattice reserves the right to modify this information at any time, subject to applicable law.
About Lattice
Lattice is on a mission to build cultures where employees and their companies thrive. In an age where employees have more choices than ever before, businesses that put employees first are winning 🏅– and Lattice is building the tools to empower those people-centric companies.
Lattice is a people success platform that offers performance reviews, employee engagement surveys, real-time feedback, weekly check-ins, goal setting, and career planning in a way that allows companies to focus on employee development, growth, and engagement – yielding stronger employee retention, performance, and impact to the bottom line 📈. Since launching in 2016, we have grown to over 5,000 customers globally, including brands like Loom, Robinhood, and Gusto.
Lattice is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Lattice is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.
By clicking the "Submit Application" button below, you consent to Lattice processing your personal information for the purpose of assessing your candidacy for this position in accordance with Lattice's Job Applicant Privacy Policy.
Salary : $48,000 - $240,000
