Customer Experience Communications Operations Manager
Owns the operating backbone for customer incident, release, and change communications in a regulated B2B SaaS environment. The role requires 8+ years of communications or operations experience, strong process and editorial judgment, cross-functional influence, and hands-on customer-stack expertise.
About the job
Responsibilities
- Own the incident communications framework, including severity models, playbooks, approved templates, and processes for accurate customer communications.
- Ensure coverage, quality, timeliness, contractual notification windows, and auditability for external incident communications.
- Run a single intake for customer communications requests, including betas, announcements, releases, breaking changes, and disruptive changes.
- Own the tiering system that determines the appropriate audience, channels, and timing for each change.
- Build and maintain an approved template library for consistent, on-brand messaging.
- Administer and improve customer communications tooling, integrations, and automation.
- Own dashboards and reporting for communications activity, delivery speed, and performance; present trends to CX leadership.
- Lead communications-focused post-incident reviews and drive systemic improvements with Product, Engineering, and Support.
- Own the RACI across CX, Product, and Marketing for each communications type.
Requirements
- 8+ years of experience in customer communications operations, incident or change management, or a comparable operations role in B2B SaaS.
- Experience building tiered, repeatable processes, clear RACIs, and performance dashboards.
- Track record of achieving results through cross-functional teams by defining standards, enabling execution, and maintaining quality.
- Strong editorial judgment for technical changes and unfolding incidents, including clarity, accuracy, and appropriate scope for scientific audiences.
- Experience working with contractual notification obligations and regulated or validated customer environments.
- Hands-on experience with modern customer technology stacks, such as Salesforce, Zendesk, Gainsight, status or incident management tools, business intelligence and reporting tools, and email or marketing automation.
- Daily use of AI tools and ability to apply them to communications triage, drafting, audience targeting, and performance analysis.
Nice-to-haves
- Life sciences background or experience with scientific R&D workflows.
- Experience administering lifecycle or email orchestration, in-app messaging, or status page platforms.
- SQL or hands-on reporting experience for communications and incident trend dashboards.
- Customer-facing experience as a CSM, TAM, Support, or Implementation professional, or familiarity with Benchling’s product.
Compensation and Benefits
- Flexible hybrid work arrangement with on-site collaboration expected 3 days per week: Monday, Tuesday, and Thursday.
Skills
Salesforce, Zendesk, Gainsight, SQL, Business Intelligence, Email Automation, Incident Management, Change Management, AI Tools, Status Page Platforms, In-App Messaging, Dashboarding
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