Manager, Customer Experience Specialist

Lead the Customer Experience Specialist Function

• Lead, coach, and develop a high-performing team of Customer Experience Specialists and Senior Customer Experience Specialists.
• Foster a culture of accountability, curiosity, innovation, and continuous learning.
• Challenge and develop subject matter experts to become strategic product partners rather than reactive support resources.
• Build clear career paths, product ownership models, and development opportunities across the team.

Own Operational Excellence

• Own the operational health of the Customer Experience Specialist function supporting the Customer Success Organization.
• Establish and continuously improve standards for Slack support, escalation management, response quality, workload balancing, and cross-functional collaboration.
• Ensure the team delivers consistent, high-quality support across customer-facing channels while identifying opportunities to reduce repetitive work.
• Develop scalable operating models that enable the team to support a growing business while improving efficiency.

Lead Product & Technical Operations

• Oversee the operational partnership between Customer Success, Product, Engineering, and Technical Operations.
• Own the strategy for bug intake, prioritization, escalation, communication, and resolution alongside our Incident Management function.
• Ensure incidents are managed effectively through clear communication, operational leadership, and stakeholder alignment.
• Drive operational readiness for new product launches, feature releases, and major platform changes.
• Translate customer feedback and operational insights into recommendations that improve products and customer experiences.

Drive Knowledge Management & Self-Service

• Partner with Customer Education and Knowledge management to help set the strategy for internal knowledge management, documentation, Help Center content, playbooks, and operational guidance.
• Build scalable documentation standards that improve knowledge quality and reduce dependency on real-time Slack support.
• Partner with Enablement and Product teams to ensure information remains accurate, accessible, and actionable.
• Measure documentation effectiveness and continuously improve self-service experiences for internal teams.

Champion AI, Innovation & Automation

• Lead the adoption of AI to improve productivity, operational decision-making, and customer outcomes.
• Identify opportunities to automate repetitive workflows, streamline operations, and eliminate manual effort.
• Evaluate emerging technologies and pilot innovative solutions that improve team efficiency and business impact.
• Build scalable tooling and operational solutions that enable Customer Success teams to work smarter and faster.
• Foster a culture of experimentation where new ideas are encouraged, tested, and measured.

Transform the Operating Model

• Lead the evolution of the Customer Experience Specialist organization from reactive support to proactive product ownership.
• Reduce repetitive operational questions by improving documentation, self-service resources, automation, AI capabilities, and knowledge sharing.
• Define product domain ownership models that increase accountability and expertise across the team.
• Develop metrics that demonstrate operational maturity, efficiency, customer impact, and business value.
• Continuously evaluate processes and challenge existing ways of working to create better experiences for teammates and customers.

Build Strategic Partnerships

• Partner closely with Product, Engineering, Customer Success, Enablement, Operations, and Analytics to improve customer outcomes.
• Influence product roadmaps through operational insights and customer feedback.
• Represent Customer Experience in cross-functional initiatives, ensuring operational readiness and successful execution.
• Communicate strategy, progress, risks, and outcomes to senior leadership.

Qualifications

• 4+ years of experience in Customer Experience, Customer Success, Product Operations, Customer Operations, or a related operational leadership role.
• 2–3 years of experience managing high-performing teams, preferably consisting of experienced professionals or subject matter experts.
• Demonstrated experience leading operational transformation initiatives and driving organizational change.
• Experience leveraging AI, automation, or emerging technologies to improve team effectiveness and operational efficiency.
• Proven ability to design, implement, or optimize operational workflows, tooling, or scalable customer-facing solutions.
• Strong understanding of customer support operations, product lifecycle, and cross-functional collaboration with Product and Engineering teams.
• Experience using data to identify opportunities, influence decisions, and measure business impact.
• Excellent communication, coaching, and stakeholder management skills with the ability to influence across all levels of the organization.
• Proficiency with Google Workspace, CRM platforms, customer support technologies, and workflow automation tools.
• Experience with AI-enabled platforms, Zendesk, Talkdesk, Gong, Jira, Confluence, Wrangle, or similar customer operations technologies is a plus.

Compensation The base wage range for this position based in our New York City Office is targeted at $109,000.00 to $136,000.00 per year.