Customer Experience Operations Manager

Summary

Join DNSFilter's rapidly growing Revenue Operations team as the Customer Experience (CX) Operations Manager! This new, full-time remote role (US and Canada) focuses on optimizing and enhancing customer experience. You will design, implement, and oversee streamlined processes and user-friendly tools to improve efficiency and scalability. Collaborate with various teams to map the customer journey, analyze key metrics, and drive improvements. Contribute to the broader RevOps strategy with a customer-centric approach. This position requires extensive experience in CX, Sales Operations, or Revenue Operations, along with strong analytical and communication skills. DNSFilter offers a remote work environment, flexible hours, various benefits, and opportunities for professional growth.

Requirements

• 5+ years of experience in CX, Sales operations, or Revenue Operations, with a track record of optimizing processes and maintaining data integrity across systems
• Experience working in a high-growth tech company, preferably within a Revenue Operations, Customer Success, or Customer Experience function
• Strong understanding of customer experience metrics, including NPS, CSAT, and churn, and experience using customer feedback to drive operational changes
• 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
• Experience with SaaS or subscription-based business models: Deep understanding of the customer lifecycle in recurring revenue models, particularly strategies for increasing retention and reducing churn
• Strong background in voice of the customer (VoC) programs: Experience leading VoC initiatives to drive product and service improvements, turning customer feedback into actionable business insights

Responsibilities

• Design, streamline, and optimize customer experience workflows, ensuring smooth interactions between Customer Success, Support, and other customer-facing teams
• Identify people, process, and system inefficiencies and areas for improvement to enhance customer satisfaction and retention
• Evaluate, implement, and manage our Customer Success Management (CSM) platform, ticketing system, knowledgebase, and community, ensuring they are fully integrated with the broader RevOps tech stack
• Optimize the use of automation to improve response times, satisfaction, and operational efficiency
• Will be responsible for designing, building, testing, and launching tools and integrations
• Develop and manage dashboards and reports that track key customer experience metrics such as NPS, CSAT, customer retention, churn, and lifetime value (LTV)
• Provide actionable insights to drive improvements in the customer journey and inform strategy
• Collaborate with Customer Success, Support, Sales, Marketing, and Product Management to map out the end-to-end customer journey, identifying key touchpoints and opportunities for enhancing the customer experience
• Partner with the Revenue Operations, Customer Success, Sales, and Marketing teams to align on customer experience strategies and ensure a unified approach to customer success and retention
• Facilitate smooth handoffs between teams, ensuring no gaps in the customer experience
• Contribute to the broader Revenue Operations strategy by bringing a customer-focused lens, ensuring that our CX processes are aligned with our revenue goals and growth strategy
• Establish and manage systems for capturing, analyzing, and responding to customer feedback, ensuring seamless integration with customer and internal team workflows
• Oversee system-driven initiatives that enhance product adoption, minimize churn, and elevate overall customer satisfaction
• 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
• Ensure that teams are up-to-date on processes, tools, and best practices
• Implement AI-driven tools to enhance customer engagement, streamline support workflows, and automate repetitive tasks
• Identify opportunities for process innovation to improve customer interactions, reduce response times, and drive operational efficiency within CX operations, ensuring a seamless and proactive customer experience

Preferred Qualifications

• Experience in a high-growth startup environment
• Prior experience working for 100% remote, global organization
• Familiarity with product-led growth (PLG) models: Experience with customer experience operations in a product-driven organization where the product itself is key to customer acquisition and engagement
• Advanced data analytics skills: Proficiency with customer data platforms, and advanced reporting and analytics tools like SQL or R to gain deep insights into customer behavior and operational performance
• Certifications in relevant tools and methodologies: Certifications in customer success and support platforms (Zendesk, Vitally, Salesforce)
• International/Global CX experience: Experience working in global organizations, understanding regional nuances in customer experience, and optimizing CX processes to scale across diverse markets

Benefits

• A 100% work-from-home position with a company that values and fosters personal and professional growth
• Pathway to promotion to additional organizational positions and responsibilities based upon results and performance - not just time in the chair.  You help us grow, we will help you grow
• Passionate and intelligent colleagues who work hard and have a good time doing it
• Flexible Fridays
• Paid company-wide week off at the end of each year
• Flexible Vacation policy
• Awesome company swag
• Home office buildout allowance
• Medical, dental, and vision benefits for US, UK, and Canada based employees
• Full short-term disability and life benefits; available long-term disability
• Retirement savings account options with vested company matching for qualifying employees
• In-person annual gatherings. Last time we all spent a week on a beach in Cancun!
• DNSFilter is a pay for performance organization, which means there is the opportunity to advance your compensation with performance over time