Customer Experience Operations Manager

Summary

Join Sift's Customer Experience team as a Customer Experience Operations Program Manager to drive efficiency and automation. You will build and optimize processes, analyze team performance, and collaborate with cross-functional teams. Proficiency in Atlassian products, Snowflake, Looker, and data analysis is essential. This role involves program management, data analysis, and cross-functional collaboration to improve operational efficiency. The ideal candidate has 3-5 years of experience in a similar role and a passion for customer experience. Make a significant impact within your first 90 days!

Requirements

• 3-5 years of experience in a CS Operations role (ideal) or similar (ex: Sales Ops, Program/Project Management within Sales Organizations)
• Proficient in CX domain experience, dash-boarding, program management, data analysis
• Technical aptitude including proficiency with the following tools and systems: Atlassian products (JIRA, Confluence), Snowflake, Looker, Excel, Google Suite products
• Experience doing reporting for organization support and analysis of business needs
• Experience with Customer Success platforms and other tools leveraged by customer success
• Excellent communication, essential for getting team buy-in and adherence

Responsibilities

• Build a process to create Business Review decks based on CSM detailed requests
• Align with XFN partners on a quarterly basis to ensure the business review slides are updated with new content
• Create/maintain a system that allows for easy gathering of metrics for business reviews
• Maintain an insightful customer QBR metrics dashboard in partnership with Sift Engineering
• Ensure seamless data flow between Sales, Professional Services (PS), Customer Success (CS), Solutions Engineering (Sol Eng), and leadership within the tech stack and other processes
• Support cross-functional (XFN) initiatives focused on simplifying and automating handoffs between teams during the customer journey or clarifying navigation around the organization for ICs
• Analyze team efficiency and production, ensuring proper tracking setup, and projects in place to help ICs do more with their time
• Ability to take on ad hoc requests form CX Leadership for analysis projects (ex: quarterly Churn Analysis to enable our Churn Retrospective initiative)
• Provides enablement on new processes that unlock individual contributor or managerial efficiencies (including, using new tools, guidance on leveraging AI, or new ways of working)
• Own the documentation of Customer Experience Operations, ensuring it is maintained and up-to-date
• Ensure CX documents are stored in an easily accessible place
• Support customer pipeline and capacity planning to stay ahead of hiring needs

Preferred Qualifications

Experience in payments, fraud or security operations

Benefits

• Competitive total compensation package
• 401k plan
• Medical, dental and vision coverage
• Wellness reimbursement
• Education reimbursement
• Flexible time off