Senior Manager, CX Operations

Summary

Join BambooHR's Customer Experience Operations team as a Sr. Manager, CX Operations! This Utah-based hybrid role requires managing a team of 4-6 professionals, focusing on configuration, deployment, and launch of new features across multiple platforms. You will lead team development, maintain product knowledge, drive business requirement development, and oversee stakeholder communication. The position demands strong leadership, data analytics, and communication skills, along with advanced knowledge of CX systems. BambooHR offers a fantastic company culture, competitive benefits including paid time off, health benefits, retirement plan, and professional development opportunities.

Requirements

• 8+ years of relevant experience in operations, customer service, or project management
• Strong leadership skills, with the ability to inspire, coach, and motivate, ideally with experience managing cross-functional projects and teams
• Strong data analytics skills with an emphasis on business intelligence and insights
• Excellent communication and collaboration skills
• Advanced knowledge of CX systems like Gainsight, Zendesk, Salesforce for managing customer experience operations
• Bachelor’s degree, or equivalent experience in a relevant field (e.g., customer experience, operations, business analysis, data analytics, database administration, computer science, data analytics)

Responsibilities

• Lead, mentor, and develop a team of 4-6 CX operations professionals, fostering a collaborative and high-performance work environment
• Set clear goals and expectations, providing regular feedback and performance evaluations against both qualitative and quantitative KPIs
• Provide leadership, guidance, and support to advance team members' skills and careers, identifying opportunities for professional growth and designing improvement and career development plans
• Collaborate with TA to coordinate the selection and onboarding of new team members
• Enable team success by lifting roadblocks and efficiently managing workloads to ensure balanced project teams across all operational time intervals
• Maintain deep product knowledge, particularly regarding BHR’s deployment, and interactions between systems
• Stay informed about new features, competitive offerings, and market trends
• Drive the creation of Business Requirements Documents (BRDs) for projects and requests
• Collaborate with CX leadership and cross-functional teams to develop and implement business tools that enhance customer success and operational efficiency
• Build and maintain Standard Operating Procedures (SOPs), documentation, and process maps specific to the tool, ensuring comprehensive tool architecture
• Oversee interactions with stakeholders, providing project feedback, milestones, achievements and risks
• Lead the development of operational Key Performance Indicators (KPIs), designing comprehensive reports and dashboards to track performance
• Prioritize, batch, and sequence work within the team to achieve agreed-upon project milestones
• Oversee the release management process, ensuring smooth integration of new features and updates
• Manage changes to the platform, including data, integration, and access management, in collaboration with Product, Engineering, and IT teams
• Ensure platform compliance with relevant regulations and standards
• Manage risks, maintain security and uptime, and incident management resolution and fulfillment
• Drive alignment with Security, IT, Compliance and Legal
• Build partnerships with Bamboo IT, Security and other cross-functional teams
• Collaborate with the External Tool Customer Success Manager to ensure CRM tools meet organizational needs and align with strategic goals
• In partnership with Procurement, manage contract, vendor relationships, and licensing needs, including renewals and evaluations of new tools

Preferred Qualifications

• Experience with Tableau and/or PowerBI for data visualization and reporting
• Strong analytical and critical thinking skills with the ability to collect, organize, analyze, and disseminate information and data
• Ability to set and meet deadlines, manage competing priorities, and shift focus when necessary
• Experience in change management and process improvement - driving organizational change and enhancing efficiency
• Experience with project management and agile methodologies
• Proven success designing and building technical solutions, including creation of technical documentation; CRM administration experience or certification
• Experience in data analysis, business intelligence, and design of reports and dashboards
• Understanding of data structures, data modeling, and database management
• Familiarity with CRM tools (Dynamics, Salesforce, HubSpot, etc.) and CPQ data structures

Benefits

• 4 weeks paid time off
• 11 paid holidays
• Paid vacation time
• Medical with HSA and FSA options, dental, and vision
• 401(k) with a generous company match
• Access to a personal financial planner
• Legal and life insurance
• Financial Peace University (paid one-year subscription)
• Paid time to volunteer in the community
• Educational Benefits (assistance with higher education expenses)
• In-Person Onboarding (Bamboo Beginnings)
• Flexible Work Models (in-office, work-from-home, or hybrid)