Director of Executive Engagement & Customer Experience

Location: Remote or Hybrid (based near IonQ's US Headquarters in Washington DC/College Park, MD.
Travel: Expect 40-50% travel per quarter (mostly local to DMV area), depending on seasonal priorities.
Job ID: 1550

The Role:

We are seeking a Sr. Director, Customer Engagement & Customer Experience to lead the company’s Executive Briefing Center (EBC) and customer engagement strategy—ensuring that every high-value customer interaction, both in-person and digital, delivers a cohesive, high-impact experience that drives strategic relationships, adoption, and advocacy.

This is a strategic and operational leadership role responsible for designing and scaling IonQ’s physical and experiential customer engagement model, anchored in our Executive Briefing Centers across College Park, Washington DC, Seattle, and future global locations.

Working at the intersection of product marketing, sales, customer success, field teams, and partnerships, this role serves as the architect and operator of IonQ’s customer experience, with a primary focus on delivering world-class executive engagements and translating those interactions into long-term customer value and market credibility.

The ideal candidate is both a strategic leader and hands-on builder—someone who can create exceptional in-person and executive-level experiences while building scalable programs that extend those engagements into broader customer storytelling, advocacy, and lifecycle engagement.

In this role, you will:

• Build and scale a world-class Executive Briefing Center (EBC) program across IonQ’s global footprint.
• Ensure that every executive and customer interaction delivers a differentiated, high-impact experience aligned to IonQ’s platform narrative.
• Translate customer engagement into durable assets including customer stories, use cases, and advocacy programs that drive market momentum.

Responsibilities:

• Own and operate IonQ’s Executive Briefing Center (EBC) program, including strategy, experience design, content, and execution across College Park, Washington DC, Seattle, and future locations.
• Design and deliver high-impact executive briefings, customer visits, and strategic engagements tailored to enterprise, government, and partner audiences.
• Partner with product marketing, sales, and leadership to craft compelling, customized briefing narratives that align to customer priorities and IonQ’s platform strategy.
• Establish scalable processes and playbooks for EBC planning, execution, and follow-up, ensuring consistency and quality across all engagements.
• Build and manage the pipeline of strategic customer visits and executive engagements, aligned to priority accounts and revenue opportunities.
• Ensure physical environments, demos, and experiences reflect IonQ’s technical leadership and long-term vision.
• Capture insights and outcomes from customer engagements and translate them into actionable feedback for product, marketing, and sales teams.
• Lead the development of customer engagement and advocacy programs, including customer stories, case studies, testimonials, and reference programs.
• Partner with product marketing and content teams to translate customer engagements into scalable storytelling assets that reinforce IonQ’s platform narrative.
• Define and scale customer lifecycle engagement programs, including onboarding, education, and executive engagement models.
• Align sales, customer success, and marketing teams around strategic account engagement and expansion initiatives.
• Establish frameworks for customer referenceability and advocacy, enabling sales and marketing to leverage customer proof points effectively.
• Define and track key metrics across EBC effectiveness, customer engagement, and advocacy impact, including influence on pipeline, deal progression, and expansion.
• Implement dashboards and reporting to measure the effectiveness of customer programs and identify opportunities for optimization.
• Partner with Marketing Ops, RevOps, and Customer Success Ops to ensure visibility into customer engagement performance and business impact.

Requirements:

• 15+ years of experience in customer engagement, executive briefing programs, customer experience, or related leadership roles in enterprise B2B environments.
• Proven experience building and operating Executive Briefing Centers (EBCs) or high-touch executive engagement programs.
• Strong understanding of enterprise and government sales cycles, strategic account management, and executive stakeholder engagement.
• Track record of designing and scaling customer storytelling and advocacy programs that drive credibility and revenue impact.
• Experience working closely with product marketing, sales, and customer success teams to translate strategy into high-impact customer experiences.
• Exceptional leadership and stakeholder management skills, with the ability to influence senior executives and cross-functional teams.
• Strong ability to craft compelling narratives and experiences for technical and executive audiences.
• Analytical mindset with experience defining and tracking customer engagement and program performance metrics.
• Ability to translate high-level company strategy into structured, scalable customer engagement programs.
• Comfortable operating in a fast-moving, high-growth environment with evolving priorities and ambiguity.
• Strategic thinker who remains hands-on and execution-focused.
• Highly organized, self-directed, and capable of driving alignment across distributed teams.

The approximate base salary range for this position is $169,869 - $221,514. The total compensation package includes base, bonus, equity, and a range of benefit options found on our career site.