Senior Manager, CX Operations

Responsibilities

• Identify operational bottlenecks and design scalable solutions by utilizing a mix of process improvements, automation, and AI-driven tools to revolutionize our critical business processes and increase team productivity
• Extract key business insights from qualitative and quantitative data, identify risks and opportunities and create programs to mitigate long-term issues and drive more revenue and higher customer retention
• Promote a culture and methodology for rapid innovation and experimentation across playbooks to drive customer retention and expansion outcomes via the support experience
• Drive the adoption of new tools and processes, including AI and automation platforms, to drive productivity
• Synthesize the customer support experience and overall trends to drive cross-functional alignment with teams including Sales, Product & Engineering, Customer Success, and Finance
• Lead and execute strategic initiatives to optimize and transform customer experience and internal collaboration processes
• Drive annual planning, budgeting, capacity modeling, forecasting, and monthly/quarterly business review functions

Requirements

• 8+ years in an Operations and/or Strategy role focused on Customer Support, Customer Experience, Customer Success, or similar functions
• Deep knowledge of support methodology, processes, tools, and metrics
• Track record of leading technology-enabled business process transformations, with an emphasis on strategic application of AI (e.g., ChatGPT, Claude, Gemini) and automation tools and techniques (e.g., Retool, Zapier, Make)
• Expert in managing and analyzing data, including building ad hoc reports and spreadsheet models as well as leveraging business intelligence tools to create executive dashboards
• Experience with managing budgets, running a forecasting cadence, and performing variance analysis
• Effective at engaging and influencing executive stakeholders, building consensus, and driving collaborative change
• Demonstrated leadership role in building/scaling teams and workflows, preferably in a customer-facing or operations function
• Direct experience with a SaaS business model, customer journey and core KPIs in a high-growth, global environment
• Proficient with Salesforce, ClickUp, ZenDesk or comparable platforms
• Strategic thinker with a bias for action—hands-on, scrappy, and able to take projects to the finish line
• Exhibits extreme accountability and ownership, with an obsession for continuous improvement and mastery of your craft