Customer Experience Operations Manager

Job Summary

To support the operational backbone of the Customer Experience organization, the full-time remote Customer Experience Operations Manager will manage systems, processes, data, and reporting to enhance client success and operational excellence across various teams.

Key responsibilities

• Own the CX Business Operations roadmap and drive operational initiatives to support Client Success, Product Support, Consulting, and Professional Services
• Lead the CX team's data strategy, ensuring stakeholders have the necessary dashboards and reporting to manage performance
• Directly manage a Data Analyst and a Workforce Management Analyst, providing coaching and development planning

Required qualifications

• 5+ years of experience in business operations, revenue operations, or customer success operations
• 2+ years of direct people management experience, including hiring and performance management
• Hands-on experience with Salesforce, including administration and reporting
• Strong working knowledge of Power BI, Excel, and modern data tools
• Experience in B2B SaaS, preferably in healthcare technology or a regulated industry