# Manager, Customer Experience Specialist

**Company:** [Justworks](https://hotfix.jobs/companies/justworks)
**Location:** New York, NY
**Role:** Customer Success
**Salary:** $109k – $136k/yr
**Experience:** 4+ years
**Skills:** Customer Success, product operations, AI, Automation, Zendesk, talkdesk, Gong, Jira, Confluence, Google Workspace, CRM, Workflow Automation
**Posted:** 2026-07-21

> Manager leading a team of Customer Experience Specialists to shift from reactive support to proactive product ownership. Responsibilities include operational excellence, AI/automation adoption, knowledge management, product partnerships with Engineering, and driving transformation initiatives.

## Job Description

## 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.

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