CX Operations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the system administrator and primary user for all CX systems and platforms — designing and configuring features that align with departmental KPIs while enhancing team productivity, accuracy, and efficiency.

• Oversee the CX technology stack — Lead evaluations of SaaS options, select vendors, implement, and sustain the tools vital for CX teams (CRM, ticketing, knowledge platforms, analytics, QA).

• Assess the performance of AI tools within CX — monitor impact, identify new use cases, and highlight opportunities to enhance AI-powered functionalities.

• Keep up-to-date with technological advancements, top-tier tools, and new feature releases to inform the strategy for CX systems.

• Collaborate with Engineering, Product, and company Operations on cross-functional projects that influence CX tools and workflows.

• Document and uphold CX workflows and business processes, ensuring that documentation remains current as the organization scales across Partner Success, Client Support, and Technical Support.

• Identify automation opportunities and process inefficiencies through data analysis, and implement approved solutions in collaboration with CX leadership.

• Analyze CX processes based on operational data — pinpointing bottlenecks, manual tasks, and throughput limitations — and present recommendations to CX leadership for approval to develop and execute solutions.

• Create and sustain automated dashboards and reports for CX leadership — focusing on team performance, partner health, ticket trends, SLA compliance, and operational KPIs.

• Develop and maintain the data architecture and pipelines that link CX activities to business outcomes, ensuring data is organized and accessible for analysis.

• Produce data-driven insights for QBRs, executive reviews, and board-level presentations.

• Examine ticket trends, escalation patterns, and resolution data to identify product issues, process failures, and resource shortages.

• Provide regular performance reports that support executive alignment and strategic planning.

• Refine and manage the partner health scoring methodology — ensuring scores are accurate, actionable, and consistently maintained across the partner portfolio.

• Assist in creating predictive churn and expansion models that facilitate proactive interventions by Partner Success Managers.

• Monitor partner health indicators across the portfolio and alert CX leadership to at-risk accounts before issues escalate.

• Establish and maintain the data infrastructure necessary to analyze processing volumes, merchant concentration, approval rates, and revenue trends — ensuring the appropriate data is accessible and structured to reveal growth and retention opportunities.

• Sustain the operational rhythm of CX — including recurring reports, metric reviews, process documentation, and operational housekeeping.

• Execute strategic initiatives directed by CX leadership — encompassing new tool deployments, process redesigns, and cross-functional projects.

• Coordinate cross-functional initiatives with Operations, Product, and Engineering that require input or alignment from CX operations.

⛳️ Requirements

• 5-8+ years of experience in CX operations, revenue operations, business operations, or analytics roles, preferably within payments, fintech, or B2B SaaS environments.

• Demonstrated history of developing dashboards, reports, and operational infrastructure that facilitate decision-making.

• Strong analytical capabilities — proficient in data architecture, trend analysis, and converting data into actionable insights.

• Experience in implementing and migrating CX tools and platforms (preferably Intercom).

• Background as a system administrator or primary user of CX or support platforms (CRM, ticketing systems, analytics platforms) (preferably Intercom).

• Advanced proficiency with data and reporting tools — Excel/Sheets at an expert level, along with experience using BI tools (Looker, Tableau, Metabase, or similar).

• Proven experience in designing and optimizing workflows and processes in a fast-paced, scaling environment.

• Excellent communication skills — capable of presenting data clearly to leadership and translating operational needs across both technical and non-technical teams.

• Self-motivated with the ability to work independently, juggle competing priorities, and build systems from the ground up.

🏝️ Benefits

• Competitive salary.

• Stock options with the potential to unlock additional equity as the company expands.

• Flexible PTO and paid parental leave.

• Comprehensive medical, dental, and vision insurance.

• 401K, HSA, and pre-tax savings programs.