Senior Customer Experience Operations Manager

Summary

Join Grafana's GTM Operations team as a CX Operations Analyst and collaborate with Technical Support teams to analyze performance data, build and maintain customer support systems, refine operational processes, and implement strategic improvements. You will leverage data analysis to address complex questions, develop standardized reporting, and manage cross-functional projects to optimize customer experience. This role requires a strategic business partnership with the Technical Support team, spearheading projects to enhance systems and toolsets for customer support. You will develop and maintain reports and dashboards, synthesize data for actionable recommendations, and craft documentation for systems and processes. Collaboration with the finance team to refine staffing models and efficiency improvements is also expected. Finally, you will proactively identify improvement opportunities and foster a culture of data integrity and process excellence.

Requirements

• Minimum of 3+ years' professional experience in Customer Experience Operations and/or Customer Experience Analytics
• Demonstrated background supporting Technical Support teams within a complex SaaS environment is essential
• Track record of successfully leading initiatives that enhance customer experience and technical support efficiency, including implementation of AI-based solutions
• Proficiency managing technical support platforms required, particularly Zendesk, along with familiarity with data visualization tools such as Grafana, Tableau, or Looker
• Strong competency with spreadsheet applications, specifically Google Sheets or Microsoft Excel
• Exceptional project management capabilities, including work planning, detail orientation, multi-tasking across concurrent projects, cross-functional collaboration, and navigating ambiguity in fast-paced environments to achieve results
• Adept at facilitating discussions and delivering presentations to diverse audiences ranging from individual contributors to senior leadership
• Demonstrated ability to think innovatively, independently developing and executing creative approaches to engage stakeholders and solve complex problems

Responsibilities

• Serve as a strategic business partner to the Technical Support team by optimizing operational processes and workflows
• Spearhead projects that enhance the systems and toolsets essential to improve and scale the customer support journey
• Develop and maintain comprehensive reports and dashboards
• Synthesize data from diverse sources to extract meaningful insights and deliver actionable recommendations
• Craft thorough documentation for systems, processes, data structures, and reporting methodologies
• Collaborate with the finance team to refine staffing models and implement efficiency improvements
• Investigate complex business questions across GTM functions through targeted data analysis
• Translate findings into clear visualizations and compelling presentations for stakeholders
• Identify improvement opportunities proactively and effectively communicate recommendations to business partners
• Foster a culture that values data integrity, process excellence, and analytical rigor throughout the organization

Benefits

• Equity
• Bonus (if applicable)