CX Operations Manager

What You'll Do

CX Tech Stack & Automation

• Serve as the system administrator and super user of all CX systems and platforms — designing and configuring features that align with department KPIs and improve team productivity, accuracy, and efficiency.
• Manage the CX tech stack — Lead SaaS evaluations, vendor selection, implement, and maintain the tools that CX teams depend on (CRM, ticketing, knowledge platforms, analytics, QA).
• Measure AI tool performance across CX — track impact, identify new use cases, and surface opportunities to expand AI-powered capabilities.
• Stay informed of technological developments, best-in-class tooling, and new feature launches to inform CX system strategy.
• Coordinate with Engineering, Product, and company Operations on cross-functional initiatives that impact CX tooling and workflows.

CX Workflows & Process Optimization

• Document and maintain CX workflows and business processes across Partner Success, Client Support, and Technical Support, ensuring process documentation stays current as the organization scales.
• Surface automation opportunities and process inefficiencies through data analysis, and implement approved solutions in coordination with CX leadership.
• Evaluate CX processes based on operational data — identifying bottlenecks, manual work, and throughput constraints — and present recommendations to CX leadership for approval to build and implement solutions.

Analytics, Reporting & Executive Visibility

• Build and maintain automated dashboards and reporting for CX leadership — team performance, partner health, ticket trends, SLA compliance, and operational KPIs.
• Build and maintain the data architecture and pipelines that connect CX activity to business outcomes, ensuring data is accessible and structured for analysis.
• Generate data-driven insights for QBRs, executive reviews, and board-level reporting.
• Analyze ticket trends, escalation patterns, and resolution data to surface product issues, process breakdowns, and resource gaps.
• Deliver regular performance reporting that supports executive alignment and strategic planning.

Partner Health & Predictive Analytics

• Enhance and manage the partner health scoring methodology — ensuring scores are accurate, actionable, and consistently maintained across the partner portfolio.
• Help build predictive churn and expansion models that enable proactive intervention by Partner Success Managers.
• Monitor partner health indicators across the portfolio and flag at-risk accounts to CX leadership before issues escalate.
• Build and maintain the data infrastructure required to analyze processing volumes, merchant concentration, approval rates, and revenue trends — ensuring the right data is accessible and structured to surface growth and retention opportunities.

Strategic Initiatives

• Maintain the operational cadence of CX — recurring reports, metric reviews, process documentation, and operational housekeeping.
• Execute on strategic initiatives directed by CX leadership — from new tool rollouts to process redesigns to cross-functional projects.
• Coordinate cross-functional initiatives with Operations, Product, and Engineering that require CX operational input or alignment.

QA Infrastructure & Reporting

• Build and configure QA scoring rubrics within support tooling, collaborating with CX Training & Knowledge Specialist.
• Generate and maintain QA reports that CX team leads use to coach their teams.
• Track QA trends over time and surface patterns that inform training priorities and process improvements in collaboration with CX Training & Knowledge Specialist.

What You Bring

Required Experience & Skills

• 5-8+ years of experience in CX operations, revenue operations, business operations, or analytics roles, preferably in payments, fintech, or B2B SaaS.
• Proven track record of building dashboards, reports, and operational infrastructure that drive decision-making.
• Strong analytical skills — comfortable with data architecture, trend analysis, and translating data into actionable insights.
• Experience implementing and migrating CX tools and platforms (Preferably Intercom).
• Experience as a system administrator or super user of CX or support platforms (CRM, ticketing systems, analytics platforms) (Preferably Intercom).
• Proficiency with data and reporting tools — Excel/Sheets at an advanced level, plus experience with BI tools (Looker, Tableau, Metabase, or similar).
• Experience designing and optimizing workflows and processes in a fast-paced, scaling environment.
• Strong communication skills — ability to present data clearly to leadership and translate operational needs across technical and non-technical teams.
• Self-starter mentality with the ability to work independently, manage competing priorities, and build systems from the ground up.

Nice to Have

• Experience with partner or customer health scoring models and predictive analytics.
• Background in payments, merchant services, or financial technology operations.
• Familiarity with AI-powered support tools and automation strategy.
• Proficiency with SQL, Python, or other data analysis tools.
• Experience building or configuring QA scoring infrastructure within support platforms.

Who You Are

• Data-Obsessed: You believe every operational decision should be grounded in data, and you're the person who builds the systems to make that possible.
• A Systems Thinker: You see the connections between tools, processes, and outcomes — and you optimize the whole system, not just individual pieces.
• Proactive: You don't wait for leadership to ask for a report — you surface the insight before it is requested.