Customer Experience Operations Manager
Skills
- 5+ years in high-growth SaaS Customer Experience or CX Operations roles (Customer Success, Support, Professional Services, Renewals).
- Hands-on experience with Salesforce, Gainsight (or equivalent CS tools), Zendesk (or ticketing systems), and PSA tools like Certinia/FinancialForce.
- Expertise with Mode, Sigma, or similar BI tools and strong SQL skills for building dashboards and analyses.
- Proven experience scoping and implementing AI automation (Claude, chatbots, Zendesk AI, Salesforce Einstein).
- Demonstrated ability to deliver cross-functional projects and influence without direct authority.
- Technical fluency in system integrations and writing clear requirements for Engineering/Business Technology partners.
Responsibilities
- Build, maintain, and iterate executive-ready CX dashboards and metrics using Mode, Sigma, or similar BI tools.
- Administer and optimize CX tooling and workflows across Salesforce, Zendesk, Certinia, and Gainsight; manage vendor relationships.
- Identify and deliver AI-powered automation to reduce manual work and improve deflection, resolution time, and productivity.
- Drive cross-functional process improvements partnering with Business Technology, Product, Sales, Finance, and Engineering.
- Serve as first-line connector for complex CX questions, routing issues and tracking recurring problems for systematic fixes.
- Communicate key initiatives and product updates to CX teams via monthly newsletters and other channels.
Education
- Bachelor's degree or equivalent practical experience in a related field (Business, Analytics, Computer Science, or similar preferred).
- Background in analytics, data reporting, or operational systems preferred.
Benefits
- Competitive base salary and equity
- Medical, dental, and vision plans for employees and dependents
- Fertility healthcare and family-forming benefits
- Four months fully paid parental leave
- 401(k) with employer match
- Commuter benefits for in-office employees and home office stipend for remote employees
- Mental health benefits including therapy and coaching
- Monthly wellness stipend
- Learning & development stipend
- Generous and flexible vacation + company-wide winter shutdown
- Sabbaticals at 5- and 10-year anniversaries
Average salary estimate
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