Customer Experience Operations Manager

Summary

Join a rapidly growing company as a Customer Experience (CX) Operations Manager, optimizing customer experience workflows, managing technology and tools, and collaborating with cross-functional teams.

Requirements

• 5+ years of experience in CX, Sales operations, or Revenue Operations
• Experience working in a high-growth tech company
• Strong understanding of customer experience metrics, including NPS, CSAT, and churn
• Hands-on experience with CX technologies such as CRM systems (Salesforce, HubSpot), customer management tools (e.g., Zendesk, Vitally), and BI platforms (Holistics, Tableau)
• Demonstrated success in optimizing CX workflows and driving cross-functional initiatives
• Strong analytical and problem-solving skills, with the ability to turn data into actionable insights
• Excellent project management skills, with experience leading complex, cross-functional projects
• Strong communication skills and the ability to influence stakeholders across all levels of the organization

Responsibilities

• Design, streamline, and optimize customer experience workflows
• Evaluate, implement, and manage our Customer Success Management (CSM) platform, ticketing system, knowledgebase, and community
• Develop and manage dashboards and reports that track key customer experience metrics such as NPS, CSAT, customer retention, churn, and lifetime value (LTV)
• Collaborate with Customer Success, Support, Sales, Marketing, and Product Management to map out the end-to-end customer journey
• Partner with the Revenue Operations, Customer Success, Sales, and Marketing teams to align on customer experience strategies
• Contribute to the broader Revenue Operations strategy by bringing a customer-focused lens
• Establish and manage systems for capturing, analyzing, and responding to customer feedback
• Work with the Customer Success and Support teams to develop training programs and knowledge bases that equip employees with the tools and information needed to deliver exceptional customer experiences
• Implement AI-driven tools to enhance customer engagement, streamline support workflows, and automate repetitive tasks

Benefits

• 100% work-from-home position
• Pathway to promotion to additional organizational positions and responsibilities based upon results and performance
• Flexible Fridays
• Paid company-wide week off at the end of each year
• Flexible Vacation policy
• Awesome company swag
• Home office buildout allowance
• Full medical, dental, and vision benefits for US and Canada based employees
• Full short-term disability and life benefits; available long-term disability
• 401k with vested company matching for qualifying employees