Director, Customer Experience

Okta is The World’s Identity Company. We free everyone to safely use any technology, anywhere, on any device or app. Our flexible and neutral products, Okta Platform and Auth0 Platform, provide secure access, authentication, and automation, placing identity at the core of business security and growth.

At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we’re looking for lifelong learners and people who can make us better with their unique experiences.

Join our team! We’re building a world where Identity belongs to you.

The Team

The Director, Customer First Experience Platforms will lead and mentor a diverse team of professionals dedicated to enhancing the customer journey. This team partners closely with a wide range of cross-functional groups, including Digital Success, Support, Business Technology, AI Governance, Content, Operations, Digital Marketing, and Customer Acceleration Program teams. Together, they ensure all digital efforts are deeply aligned with business objectives, drive measurable customer impact, and uphold Okta's commitment to security and innovation.

The Opportunity

This is a strategic leadership position responsible for defining and executing the vision and roadmap for digital platforms within the Customer First organization. The Director will focus on improving key touchpoints across the customer journey—specifically within customer support, customer success, and community. A major focus of the role is driving the optimization of AI enhancements across digital properties (e.g., AI Agents, AI search) to deliver intuitive self-service and personalized success experiences.

What You’ll Be Doing

• Define a digital platform strategy for Global Customer Acceleration and Support platforms as well as the AI enhancements and Agentic experiences within each.
• Identify and prioritize opportunities that leverage AI and other innovations to significantly improve customer outcomes, product adoption, and satisfaction.
• Develop experiences that enable customers to achieve their larger goals, moving beyond point of need interactions to ongoing learning, engagement, self-help and empowerment.
• Create digital interaction capabilities that foster customer loyalty, growth and advocacy in a modern and delightful user interface.
• Collaborate closely with digital success, support, customer content, data, operations and technology teams to refine the experience, including AI model accuracy, enhance AI-driven personalization, and improve AI-powered customer interactions.
• Lead, mentor, and develop a high-performing team that includes UX / UI Designers, Online Experience Architects, OX Specialists, Developers as well as AI Trainers / Analysts.
• Drive the strategy, implementation, and continuous optimization of AI support agents to provide immediate, personalized, and effective customer assistance across digital channels.
• Enhance self- help capabilities and unassisted customer support interactions to ensure customers' questions are answered in a professional, accurate and guided manner.
• Ensure the Online Experiences are seamless and engaging digital journeys for customers, informed by qualitative and quantitative understanding of consumer journeys.
• Foster a culture of customer-centricity, continuous learning, and innovation within the team.

What You’ll Bring To The Role

Okta’s Top 5 Core Leadership Competencies are part of the deeply ingrained principles that guide all of our company’s actions. They also align strongly to our cultural cornerstones, our Okta values : love our customers, empower our people, never stop innovating, act with integrity, and maintain transparency. It’s our expectation that our managers and leaders embody these core competencies :

The annual base salary range for this position for candidates located in the San Francisco Bay area is between $210,000—$314,000 USD. The annual base salary range for this position for candidates located in California, Colorado, New York, and Washington is between $187,000—$281,000 USD.

Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws.

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