CX Operations Manager

Job Summary

The full-time remote CX Operations Manager will build and maintain the operational infrastructure for the Client Experience organization, focusing on reporting systems, data pipelines, and automation tools to enhance team efficiency and provide leadership with critical insights.

Key responsibilities

• Manage and optimize the CX tech stack, including the implementation and maintenance of tools that improve team productivity and performance
• Document and refine CX workflows and processes, identifying automation opportunities and presenting recommendations for operational improvements
• Build automated dashboards and reporting systems that provide insights into CX performance, partner health, and operational KPIs for executive alignment

Required qualifications

• 5-8+ years of experience in CX operations, revenue operations, or analytics roles, preferably in payments, fintech, or B2B SaaS
• Proven ability to build dashboards and operational infrastructure that drives decision-making
• Experience implementing and managing CX tools and platforms, with a preference for Intercom
• Advanced proficiency in data and reporting tools, including Excel/Sheets and BI tools like Looker or Tableau
• Strong analytical skills with experience in data architecture and translating data into actionable insights