Customer Experience Operations Manager

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Transform dynamic business requirements into actionable, prioritized workflows and scalable system enhancements.

• Discover and prototype AI-assisted processes, including call summarization, account health indicators, renewal risk alerts, and ticket triage.

• Transition successful AI workflows into production.

• Assess AI functionalities in Salesforce Agentforce/Einstein, Gong, and Intercom, providing recommendations on what to adopt, configure, or omit.

• Act as the primary support for Salesforce and GTM systems.

• Independently troubleshoot, diagnose, and resolve system-related issues.

• Create and maintain reusable prompts, agent instructions, and templates.

• Develop and sustain Salesforce flows and automations.

• Document processes and maintain a centralized source of truth.

• Lead cross-functional initiatives by defining project scope, aligning stakeholders, and prioritizing tasks.

• Ensure that CX systems and reporting are user-friendly and dependable, with a user-centric approach.

⛳️ Requirements

• 2–4 years of experience in customer experience, revenue operations, or GTM operations, preferably within the SaaS industry.

• Demonstrated experience in administering and developing in Salesforce, including flows, automations, and reporting.

• Strong technical troubleshooting abilities.

• Capability to convert business challenges into system solutions.

• Proficiency in Google Sheets and fundamental SQL.

• Willingness to learn and utilize additional tools within the GTM stack.

• Experience in managing projects with various stakeholders while balancing trade-offs.

• Ability to document, standardize, and scale processes effectively.

• Excellent time management and teamwork skills.

• Ability to assertively engage with stakeholders and foster consensus.

• Practical experience using LLMs like Claude or ChatGPT to solve real operational challenges.

• Comfort with prompt design and assessing output quality.

• Familiarity with automation and integration tools such as N8N, Zapier, and MCP connectors.

• Good judgment on when to apply AI versus when a deterministic flow is more suitable.

• Must reside in the United States or Canada and be authorized to work there without requiring visa sponsorship.

🏝️ Benefits

• Flexibility to work from home.

• Unlimited paid time off.

• Employer-covered health insurance plans.

• Dental and vision coverage available at minimal premiums.

• Generous stock options that vest over a four-year period.

• 401k matching.

• Monthly wellness stipend.

• Opportunity to work on innovative AI technology that impacts educators and students.

• Mission-driven team dedicated to promoting efficient and equitable education.

• Culture that emphasizes relationships, trust, communication, and collaboration.