onX
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ABOUT onX
We’re a team of builders, adventurers, and risk takers using technology to help people confidently explore the outdoors. Driven by our mission to awaken the adventurer inside everyone, we build products that optimize every outdoor experience and inspire confidence to get out and go further.
We’re a high-growth tech company. The pace is fast, the work takes grit, and ambiguity is part of the job. As the world changes around us, we adapt - continuously evolving how we build, prioritize, and deliver.
Our business moves quickly, and there’s real opportunity to shape what we build next. Each of our verticals - Hunt, Offroad, Backcountry, and Fish - is at a different stage of maturity, which means the challenges you encounter and the impact you have will vary depending on where you sit and what the business needs most.
We operate with an experimentation mindset, continually iterating and improving how we solve problems. We expect our people to use the latest tooling, including AI, thoughtfully and responsibly, pairing human judgment with technology to increase quality, speed, and impact.
Our impact comes to life through the products we build, in the stories of our customers, and in our growing commitment to land stewardship and recreational access.
ABOUT THIS OPPORTUNITY
onX is seeking a Director, Customer Experience to lead and evolve our 40-person Customer Experience (CX) organization into a world-class product differentiator as we scale our products. This role oversees all CX functions, supporting delivery, systems, customer insights, and self-service experiences, and reports to the COO.
As an onX Director, Customer Experience, your essential job duties and responsibilities will include the following:
Lead CX Operations and Team Development
- Own support delivery operations, including staffing models, queue management, performance metrics, and seasonal readiness
- Develop leaders and team members across the CX organization, creating clear growth pathways and a strong operational culture
Drive CX Strategy and AI-Enabled Innovation
- Develop and execute a CX strategy aligned with company priorities, investing in AI and automation to deliver exceptional “guide-alongside” support while improving customer satisfaction, retention, and operational efficiency
- Own the selection and evolution of CX platforms and tools - evaluating new technologies, leading system migrations, and ensuring team culture and goals deploy those technologies in ways that drive continuously improving customer experiences
Embed Customer Insight Across the Business
- Build strong partnerships with Product Management and Engineering to translate customer feedback into actionable product insights that shape roadmap priorities
- Partner with Data and Engineering to integrate CX data with broader company systems, and ensure customer sentiment and contact trends surface emerging issues across the organization
- Engage vertical and functional teams to contribute to a deeper shared understanding of onX customers and potential customers; champion CX insights company-wide to inform decisions around product investment, marketing, and customer engagement
WHAT YOU’LL BRING
- Minimum of eight (8) years of experience in customer experience, customer support, or customer operations roles, preferably in consumer technology or digital product companies.
- At least five (5) years of experience leading and developing teams in fast-paced, high-growth environments.
- Bachelor’s degree or equivalent professional experience.
- Experience building scalable customer support operations that balance human expertise with automation and AI-enabled workflows.
- Demonstrated experience integrating customer support data with broader business systems and analytics platforms.
- Experience partnering closely with Product Management and Engineering teams to influence product improvements and roadmap priorities.
- Broad experience with customer support platforms and CX technology ecosystems, including experience leading major system implementations or migrations.
- Strong analytical thinking and comfort working with customer data to identify trends, insights, and opportunities for improvement.
- Exceptional communication and relationship-building skills with the ability to influence cross-functional teams without direct authority.
- A strong curiosity for exploring new technologies, including AI
- A shared passion for and ability to demonstrate onX’s Company Values.
- Permanent US work authorization is a condition of employment with onX.
- Ability to travel quarterly or multiple days to a corporate office or other onX strategic location, such as a Basecamp.
ADDED BONUSES
Though not required, we would be thrilled to consider candidates with any of the following:
- Experience leading CX transformation initiatives in high-growth consumer app or subscription businesses
- Experience integrating CX data with product usage or customer lifecycle data
- Experience working in companies serving customers with a wide range of technical familiarity
- Passion for outdoor recreation and familiarity with onX products
THE ONX EXPERIENCE
onX is a distributed company with more than 400 employees across the country. We come together regularly to work in person and stay connected through regional basecamps and a culture that balances individual ownership with deep collaboration.
While we move quickly, we’re not a scrappy start-up. We operate with clear goals, structure, and frameworks that guide how we prioritize and execute. Priorities matter. While they may shift, data shapes how we evolve as our business, products, and the world around us change.
Clear priorities and structure don’t limit ownership - they make it possible. You’ll have the autonomy to define your work and make meaningful decisions within clear strategic boundaries. You’ll partner closely with others to solve complex problems and build solutions that scale across teams and platforms. Along the way, you’ll be supported with feedback, tools, and opportunities to grow your craft as you take on new challenges.
WHERE YOU CAN WORK
This position is ideally based in Missoula, Montana, with a strong preference for candidates who reside in the area or are willing to relocate. Regular in-person collaboration is important for this role, and onX offers relocation assistance to support a move to Missoula.
We will also consider highly qualified candidates located in one of our established Basecamp locations (Austin, TX; Bozeman, MT; Denver, CO; Kalispell, MT; Minneapolis, MN; Portland, OR; Salt Lake City, UT; or Seattle, WA). Candidates based outside of Missoula will be expected to travel to Missoula for one week each month to work alongside the team in person.
HOW YOU’LL BE COMPENSATED
onX is committed to compensating all employees fairly and equitably for their contributions. Applicants can expect to make between $126,000 to $157,000 upon hire. The pay range will vary based on experience, skills, certifications, and education among other factors as required in the job description. In addition, full-time onX employees are eligible for a grant of common share options with a vesting schedule and a potential annual bonus of 10% based on company performance.
WHAT WE’RE OFFERING YOU
- Competitive salaries, annual bonuses, equity, and opportunities for growth
- Comprehensive health benefits, including a no-monthly-cost medical plan
- Paid parental leave of 13 weeks for birthing parents and 5 weeks for non-birthing parents
- 401k matching at 100% for the first 3% you save and 50% from 3-5%
- Company-wide outdoor adventures and amazing outdoor industry perks
- Annual “Get Out, Get Active” funds to fuel your active lifestyle
- Flexible time away package that includes PTO, STO, VTO, and paid holidays
PERFORMANCE ESSENTIALS
In this role, success is driven by cognitive abilities such as concentration and problem-solving, essential for our computer-centric tasks. onX will explore reasonable accommodations to ensure that individuals with diverse abilities can fully engage in and contribute to the essential physical and mental functions of the job. If you need assistance or accommodation, please contact us at PC@onxmaps.com.
Position open until filled.
#LI-Remote
At onX, we believe that unique perspectives make us stronger. By bringing together people with different experiences, ideas, and viewpoints, we fuel innovation and move closer to our mission of awakening the adventurer in everyone. We are proud to be an equal opportunity employer and are committed to fairness not only in hiring, but also in development, compensation, and promotion. Our goal is to build an inclusive community where every team member can show up authentically and thrive. Together, we win as one team. Come join us!
onX Maps will never ask for credit card or SSN details during the initial application process. For your digital safety, apply only through our legitimate website at onXmaps.com or directly via our LinkedIn page.
onX does not sell any Personal Information, but we may transfer employment related records to our service providers or third parties that provide business services to onX or as required by law. For more information, see our Privacy Policy.
As part of our interview process, your conversation may be recorded for documentation purposes to allow interviewers to focus fully on the discussion. Recordings are confidential and accessible only to authorized personnel. Please note, onX respects all applicable laws regarding recording consent, and you will have an opportunity to opt-out if preferred.
Ready to apply?
Apply to onX
Customer Experience Specialist (Fixed-Term)
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ABOUT onX
We’re a team of builders, adventurers, and risk takers using technology to help people confidently explore the outdoors. Driven by our mission to awaken the adventurer inside everyone, we build products that optimize every outdoor experience and inspire confidence to get out and go further.
We’re a high-growth tech company. The pace is fast, the work takes grit, and ambiguity is part of the job. As the world changes around us, we adapt - continuously evolving how we build, prioritize, and deliver.
Our business moves quickly, and there’s real opportunity to shape what we build next. Each of our verticals - Hunt, Offroad, Backcountry, and Fish - is at a different stage of maturity, which means the challenges you encounter and the impact you have will vary depending on where you sit and what the business needs most.
We operate with an experimentation mindset, continually iterating and improving how we solve problems. We expect our people to use the latest tooling, including AI, thoughtfully and responsibly, pairing human judgment with technology to increase quality, speed, and impact.
Our impact comes to life through the products we build, in the stories of our customers, and in our growing commitment to land stewardship and recreational access.
ABOUT THIS OPPORTUNITY
onX is seeking a Customer Experience Specialist (Fixed-Term) with a passion for helping all customers to find their way and place in the outdoors. The Customer Experience team provides personalized support that meets the needs of each person, whether they are planning their first trip or an adventure of a lifetime. This role will serve as a guide to onX customers, sharing our love of wild places through uncomplicated and informative support experiences that build confidence.
As a Customer Experience Specialist, you will be responsible for providing best-in-class support to our customers through multiple channels, including phone, email, sms, and live chat. Your written and verbal communication skills are advanced, you are tech-savvy and your ability to educate and interact with people from all walks of life with varying technical abilities is exceptional. You will be resourceful in uncovering customer-facing issues and identifying creative solutions, all while leveraging the technologies at your disposal. You will be joining a fun and dedicated team focused on supporting each other, constantly growing product knowledge and expertise, and making an impact on the business. This is a fixed-term position through the end of the year, and will report to a Customer Experience Manager.
WHAT YOU'LL DO
Essential Job Duties & Functions
- Serve as the main point of contact for onX customers via phone, email, SMS or live chat.
- Achieve expertise in the onX product suite quickly in order to efficiently advise customers regarding the product's proper use and best practices.
- Solve complex customer issues by using the toolset provided.
- Play a vital role in product development by documenting and sharing end-user suggestions and issues.
- Maintain a high satisfaction rating while always acting in the customer's best interest.
- Advocate for comprehensive solutions to customer-facing problems.
- Upsell our product when beneficial to the customer; incentive pay eligible.
WHAT YOU’LL BRING
- 1-3 years of experience in a customer service or related position
- Clear written and verbal communication skills
- Experience working in a fast-paced, high-volume environment
- Ability to maintain a flexible schedule during hunting season, including scheduled coverage on Saturday or Sunday
- A customer-first mindset and strong interpersonal skills; ability to be the customer's advocate
- Organized and detail-oriented, bringing a positive, solutions-focused mindset and the ability to think on your feet
ADDED BONUSES
Though not required, we would be thrilled to consider candidates with any of the following:
- Experience working with customer service software
- Call center experience
- Passion for the outdoors
- Existing onX product knowledge
THE ONX EXPERIENCE
onX is a distributed company with more than 400 employees across the country. We come together regularly to work in person and stay connected through regional basecamps and a culture that balances individual ownership with deep collaboration.
While we move quickly, we’re not a scrappy start-up. We operate with clear goals, structure, and frameworks that guide how we prioritize and execute. Priorities matter. While they may shift, data shapes how we evolve as our business, products, and the world around us change.
Clear priorities and structure don’t limit ownership - they make it possible. You’ll have the autonomy to define your work and make meaningful decisions within clear strategic boundaries. You’ll partner closely with others to solve complex problems and build solutions that scale across teams and platforms. Along the way, you’ll be supported with feedback, tools, and opportunities to grow your craft as you take on new challenges.
WHERE YOU CAN WORK
Missoula, Bozeman, or remote from Montana. Our Customer Experience team is predominately based in Missoula, where they have a hybrid of onsite and home office work model. Upon completion of onboarding, fixed-term staff with an appropriate work-from-home environment may work remotely with manager approval.
HOW YOU’LL BE COMPENSATED
onX is committed to compensating all employees fairly and equitably for their contributions. For this position, applicants can expect to make between $21.00 to $23.00 upon hire. The pay range will vary based on experience, skills, certifications, and education among other factors as required in the job description.
WHAT WE’RE OFFERING YOU
- Competitive salary
- Medical benefits, including a no-monthly-cost medical plan
- PTO accrual (vacation, holidays, sick time)
- Eligibility for a bonus at the end of your term
- 401k matching at 100% for the first 3% you save and 50% from 3-5%
- Amazing outdoor industry perks
PERFORMANCE ESSENTIALS
In this role, success is driven by cognitive abilities such as concentration and problem-solving, essential for our computer-centric tasks. onX will explore reasonable accommodations to ensure that individuals with diverse abilities can fully engage in and contribute to the essential physical and mental functions of the job. If you need assistance or accommodation, please contact us at PC@onxmaps.com.
Position open until filled.
At onX, we believe that unique perspectives make us stronger. By bringing together people with different experiences, ideas, and viewpoints, we fuel innovation and move closer to our mission of awakening the adventurer in everyone. We are proud to be an equal opportunity employer and are committed to fairness not only in hiring, but also in development, compensation, and promotion. Our goal is to build an inclusive community where every team member can show up authentically and thrive. Together, we win as one team. Come join us!
onX Maps will never ask for credit card or SSN details during the initial application process. For your digital safety, apply only through our legitimate website at onXmaps.com or directly via our LinkedIn page.
onX does not sell any Personal Information, but we may transfer employment related records to our service providers or third parties that provide business services to onX or as required by law. For more information, see our Privacy Policy.
As part of our interview process, your conversation may be recorded for documentation purposes to allow interviewers to focus fully on the discussion. Recordings are confidential and accessible only to authorized personnel. Please note, onX respects all applicable laws regarding recording consent, and you will have an opportunity to opt-out if preferred.
Ready to apply?
Apply to onX
General Consideration - Customer Experience
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ABOUT onX
We’re a team of builders, adventurers, and risk takers using technology to help people confidently explore the outdoors. Driven by our mission to awaken the adventurer inside everyone, we build products that optimize every outdoor experience and inspire confidence to get out and go further.
We’re a high-growth tech company. The pace is fast, the work takes grit, and ambiguity is part of the job. As the world changes around us, we adapt - continuously evolving how we build, prioritize, and deliver.
Our business moves quickly, and there’s real opportunity to shape what we build next. Each of our verticals - Hunt, Offroad, Backcountry, and Fish - is at a different stage of maturity, which means the challenges you encounter and the impact you have will vary depending on where you sit and what the business needs most.
We operate with an experimentation mindset, continually iterating and improving how we solve problems. We expect our people to use the latest tooling, including AI, thoughtfully and responsibly, pairing human judgment with technology to increase quality, speed, and impact.
Our impact comes to life through the products we build, in the stories of our customers, and in our growing commitment to land stewardship and recreational access.
General Application Information
This is not for a specific role. By applying here, you're joining our talent pool for future opportunities.
While submitting this general application adds your profile to our Customer Experience talent pool for future consideration, we highly encourage you to check our careers page regularly and apply directly to any open positions that align with your qualifications and interests. This ensures you're actively considered for roles that match your skills, as we typically prioritize applications to specific job postings first when filling open positions.
CUSTOMER EXPERIENCE
Represent onX in enthusiastic interactions with a community of customers who love and trust the brand. Collaborate with colleagues company-wide who seek your expertise in the customer experience and who invest in customer outcomes.
Even if there isn’t an immediate opening in Customer Experience that matches your background, we’d love to keep your info on hand for future opportunities. Submit a general application here, and in your cover letter, let us know why you’re passionate about onX and what unique skills you bring!
Just a reminder: This general application won’t replace applying for specific roles, so be sure to check back often and apply for any openings that fit your skills and experience.
Want to stay connected? Follow us on LinkedIn!
WHERE TEAM MEMBERS ARE LOCATED
Location requirements will vary by role and will be detailed in the specific job postings.
Our Customer Experience team is predominately based in Missoula, where they have a hybrid of onsite and home office work model.
HOW YOU’LL BE COMPENSATED
Compensation details will be job-specific and outlined in individual postings.
onX is committed to compensating all employees fairly and equitably for their contributions. The pay range for any position will vary based on experience, skills, certifications, and education among other factors as required in the job description. In addition, full-time onX employees are eligible for a grant of common share options with a vesting schedule and a potential annual bonus of 10% based on company performance.
At onX, we believe that unique perspectives make us stronger. By bringing together people with different experiences, ideas, and viewpoints, we fuel innovation and move closer to our mission of awakening the adventurer in everyone. We are proud to be an equal opportunity employer and are committed to fairness not only in hiring, but also in development, compensation, and promotion. Our goal is to build an inclusive community where every team member can show up authentically and thrive. Together, we win as one team. Come join us!
onX Maps will never ask for credit card or SSN details during the initial application process. For your digital safety, apply only through our legitimate website at onXmaps.com or directly via our LinkedIn page.
onX does not sell any Personal Information, but we may transfer employment related records to our service providers or third parties that provide business services to onX or as required by law. For more information, see our Privacy Policy.
As part of our interview process, your conversation may be recorded for documentation purposes to allow interviewers to focus fully on the discussion. Recordings are confidential and accessible only to authorized personnel. Please note, onX respects all applicable laws regarding recording consent, and you will have an opportunity to opt-out if preferred.
Ready to apply?
Apply to onX