Customer Experience Operations Manager

Job Summary

Customer Experience Operations Manager, a full-time remote role, is responsible for overseeing the systems, processes, and data frameworks that enhance the operational efficiency of customer-facing teams within the organization.

Key Responsibilities

• Manage and optimize the customer experience tech stack and establish productivity metrics across teams
• Analyze customer data to provide insights and develop frameworks that connect customer experience performance to business outcomes
• Implement strategic initiatives and oversee program management to enhance customer engagement and operational effectiveness

Required Qualifications

• 5+ years of experience in Customer Operations, Customer Success, or Support Operations, preferably in a B2B SaaS environment
• Proven ability to design and implement scalable operations strategies across customer-facing teams
• Expertise in data analysis, validation, and establishing trusted definitions for key metrics
• Experience with AI or automation solutions in customer experience organizations
• Fluency in modern CX tech stacks, such as Salesforce or Gainsight