Manager, Data & CX Operations

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

📋 Description

• Take charge of the operational design for the customer lifecycle journey, encompassing the processes and systems for onboarding, adoption, support, renewal, and expansion.

• Develop scalable workflows across Customer Experience (CX) functions, including onboarding playbooks, escalation pathways, and proactive outreach frameworks.

• Identify and eliminate operational obstacles through automation or self-service solutions.

• Leverage AI to minimize manual tasks within CX operations and create and manage agents for recurring workflows.

• Assess AI use cases and provide evidence-based recommendations to stakeholders.

• Manage and oversee the CX platform stack, which includes the customer success platform and Salesforce.

• Configure health scores, churn risk indicators, customer journeys, plays, and segmentation strategies.

• Ensure the accuracy of customer data within CX platforms.

• Own the CX requirements for integrations with sales and marketing systems, collaborating with Marketing Operations and Revenue Operations.

• Create operational reports and dashboards that cover customer health, churn risk, adoption rates, and team activities.

• Translate metrics and trends into actionable insights for Customer Success, Services, and Renewals teams.

• Lead cross-functional CX initiatives from process and system design to successful implementation.

• Collaborate with the Chief Customer Officer and CX leadership on recommendations, trade-offs, and progress updates.

• Mentor team members across Customer Operations.

• Assist in the rollout of new CX processes through documentation and system adjustments.

⛳️ Requirements

• A minimum of 5 years experience in Customer Experience Operations, Customer Success Operations, or a related operational role with increasing responsibilities.

• Practical experience in administering a customer success platform: building workflows, configuring health scores, and designing journeys, plays, and segmentation.

• Proven experience using AI to optimize workflows, including the creation or management of agents in a production environment.

• Background in customer experience operations or customer success operations within a SaaS context.

• Familiarity with Salesforce and its role in supporting CX workflows.

• Strong analytical skills, capable of elucidating how numbers are derived and substantiating trends.

• History of driving cross-functional initiatives from vague concepts to measurable outcomes, with hands-on involvement in both execution and planning.

• Ability to work effectively without a defined specification: defining the approach in ambiguous situations and fostering alignment.

• Excellent communication skills with stakeholders at all levels, including the ability to engage in constructive disagreements.

• Experience working directly with executive stakeholders, including presenting recommendations and justifying trade-offs to a C-level audience.

🏝️ Benefits

• Comprehensive benefits package effective from the first of the month following hire.

• Matching 401(k) retirement plan.

• Healthy work-life balance with flexible work arrangements and ample time off.

• Generous referral incentive program.

• Tuition Reimbursement Program.

• Pet Insurance.

• OnePass Gym/Wellness Discount Program.

• Calm Health-Employee Membership.

• Company social events.

• Employee Resource Groups.

• Philanthropic opportunities.