Senior Manager, CX Operations

📋 Description

• Take ownership of and manage Real Time’s complete CX technology stack across support, success, and professional services.

• Establish a productivity baseline for CX teams using relevant metrics for each function (NRR, churn, CSAT, FRT, time-to-value, onboarding completion rates, etc.); identify recurring issues, break them down into manageable parts, and create solutions that yield measurable outcomes.

• Develop custom dashboards, automated workflows, and cross-platform integrations that eliminate data silos, allowing CX team members to concentrate on customer needs.

• Continuously enhance the tech stack as RealTime grows, based on a thorough understanding of how each team utilizes each tool daily.

• Propel the transition from conventional support and success infrastructure to an AI-augmented operation: intelligent routing and enablement, agent augmentation, real-time quality monitoring, and predictive issue detection.

• Act as the data engine for the entire CX organization: oversee the collection, validation, analysis, and activation of usage data, renewal data, support interaction data, NPS responses, health scores, and customer engagement signals across all teams.

• Establish and uphold data quality standards across CX systems by auditing data sources, reconciling discrepancies between platforms, and ensuring every dashboard and forecast is built on reliable inputs.

• Define and monitor leading indicators of customer health, adoption, and risk, presenting clear alerts and actionable insights to CX leadership and frontline teams before problems escalate.

• Create and maintain dashboards that highlight essential metrics across functions - AI deflection effectiveness, cost-per-resolution, CSAT, FRT, churn risk indicators, expansion signals, and customer lifetime value impact.

• Source data directly from multiple systems, validate accuracy across platforms, and develop dependable data models that support decision-making rather than merely reporting.

• Apply analytical rigor to all insights: frame hypotheses, differentiate correlation from causation, recognize when data quality or sample sizes do not support conclusions, and communicate uncertainty transparently to leadership.

• Oversee metric definitions and governance across teams.

• Develop customer health and usage insights that identify early signs of at-risk customers, surface growth opportunities, and empower every CX team to prioritize and act confidently.

• Build measurement frameworks that link CX performance to core RealTime business outcomes: retention, revenue growth, and customer lifetime value.

• Implement and manage key post-sales processes, including renewals forecasting, capacity and coverage reviews, and churn-risk and health assessments, delivering data-driven insights on customer outcomes and team performance.

• Create and maintain a unified forecasting model that aligns CS, Sales, and Finance for precise revenue projections.

• Manage capacity planning across the CX organization, forecasting staffing needs, tooling investments, and budget requirements as the team expands.

• Ensure excellence in renewal management and QBR processes, making them accurate, timely, and linked to meaningful customer data.

• Continuously enhance team playbooks based on effective strategies, standardizing successful approaches across CX functions and embedding them into core operational motions.

• Assist in shaping Real Time’s post-sales strategy, defining core CX roles and responsibilities, driving segmentation and coverage decisions, and managing capacity planning across functions.

• Oversee CX strategic business initiatives from conception through successful execution - steering change management, program management, and operational follow-through across all customer-facing teams.

• Codify and maintain practices, processes, and KPIs for each CX function; possess a deep understanding of Real Time’s current and future customer journey from initial contact through renewal and expansion.

• Develop plays aligned with customer journey engagement points and internal triggers, applicable across support, success, and onboarding contexts.

• Function as a genuine internal enablement partner to all CX teams at RealTime, regularly engaging with support agents, CSMs, implementation consultants, and team leads to understand their daily challenges and transform those insights into actionable tools and programs.

• "Onboard" team members across functions onto new tools and processes; routinely check in to ensure adoption and gather feedback for ongoing improvement.

• Collaborate with CX, Sales, and Product leadership to build and implement a cohesive CX Enablement Strategy, including live and recorded sessions for a fully enabled team.

• Facilitate and manage new hire onboarding and training across CX functions, equipping each team member to ramp up quickly and provide value in their role.

• Develop and maintain CX resources, such as playbooks, presentations, customer-facing materials, and internal guides.

• Act as the voice of the customer throughout Real Time, synthesizing insights from support interactions, NPS surveys, reviews, social listening, and all CX touchpoints into actionable intelligence for Product, Marketing, and executive leadership.

• Own the design and execution of customer feedback initiatives and Real Time’s comprehensive customer experience measurement program.

• Continuously identify and seize opportunities for AI-enabled efficiency and scalability.

⛳️ Requirements

• 5+ years of experience in Customer Operations, Customer Success, Support Operations, or a closely related field, preferably in a B2B SaaS setting.

• Demonstrated experience in designing and implementing scalable operational strategies, processes, and systems across multiple customer-facing teams.

• Expertise in data analysis and integrity: Proven ability to source, validate, and analyze data from various systems, including identifying data quality issues, reconciling discrepancies across sources, and establishing trusted definitions for key metrics.

• Experience with AI/automation: Practical experience implementing AI or automation solutions within a customer experience organization, measuring effectiveness, managing human-in-the-loop workflows, and evaluating vendor solutions.

• Proficiency with the modern CX tech stack - Salesforce, Gainsight, or similar platforms.

• Strong understanding of key post-sales metrics and leading indicators: GRR, NRR, churn, TTV, CSAT, AI deflection rate.

• Experience in high-growth or startup environments where you have had to establish structure in ambiguity.

• Previous customer-facing experience (in support, success, or onboarding) is a significant advantage.

• Strong interpersonal skills to complement technical abilities: you actively listen, build trust across teams, and are equally comfortable in one-on-one discussions with a frontline agent as in leadership reviews.

• A proactive builder who thrives in fast-paced, dynamic settings and is motivated by creating scalable operational infrastructure.

🏝️ Benefits

• The company provides health insurance.

• Long-term disability coverage.

• Life insurance.

• Unlimited Paid Time Off.

• 10 paid holidays.

• Paid parental leave.

• Work anniversary bonus.

• Participation in the Employee of the Quarter program.

• Monthly $100 connectivity stipend reimbursement.

• RealTime matches employee 401K contributions at 100% for the first 3% invested and 50% for the next 2% invested.