Senior Manager, CX Operations

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

📋 Description

• Analyze operational challenges and develop scalable solutions through a combination of process enhancements, automation, and AI-driven tools to transform our essential business operations and boost team efficiency.

• Derive significant business insights from both qualitative and quantitative data, pinpoint risks and opportunities, and establish programs aimed at addressing long-term challenges while driving revenue growth and improving customer retention.

• Foster a culture of rapid innovation and experimentation within playbooks to enhance customer retention and expansion outcomes through the support experience.

• Facilitate the adoption of new tools and processes, including AI and automation platforms, to enhance productivity.

• Integrate the customer support experience and overall trends to ensure cross-functional alignment with teams such as Sales, Product & Engineering, Customer Success, and Finance.

• Lead and implement strategic initiatives to optimize and transform the customer experience as well as internal collaboration processes.

• Oversee annual planning, budgeting, capacity modeling, forecasting, and conduct monthly/quarterly business review activities.

⛳️ Requirements

• 8+ years of experience in an Operations and/or Strategy role with a focus on Customer Support, Customer Experience, Customer Success, or related areas.

• Extensive knowledge of support methodologies, processes, tools, and metrics.

• Proven success in spearheading technology-enabled business process transformations, especially through the strategic use of AI (e.g., ChatGPT, Claude, Gemini) and automation tools and techniques (e.g., Retool, Zapier, Make).

• Proficient in managing and analyzing data, which includes creating ad hoc reports and spreadsheet models, as well as utilizing business intelligence tools to develop executive dashboards.

• Experience in budget management, maintaining a forecasting schedule, and conducting variance analysis.

• Skilled at engaging and influencing executive stakeholders, building consensus, and facilitating collaborative change.

• Demonstrated leadership experience in building and scaling teams and workflows, ideally in a customer-facing or operations role.

• Direct experience with a SaaS business model, understanding of the customer journey, and familiarity with core KPIs in a fast-growing, global environment.

• Proficient in Salesforce, ClickUp, ZenDesk, or similar platforms.

• Strategic thinker with a proactive approach—hands-on, resourceful, and capable of driving projects to completion.

• Displays a strong sense of accountability and ownership, with a commitment to continuous improvement and excellence in your craft.

🏝️ Benefits

• Equity

• 401k

• Health, Dental, and Vision insurance

• Spending accounts

• Life & Disability

• Paid parental leave

• Flexible paid time off

• Enhanced employee assistance program

• Employee wellness stipend

• Professional development stipend