Senior Customer Experience Specialist
Job Summary
Driving new CX roadmap initiatives and automation, the full-time Senior Customer Experience Operations Specialist will scope early-stage ideas into actionable project plans, partner with cross-functional teams, and enhance existing systems through technical solutions in a remote environment.
Key responsibilities
- Identify opportunities for automation and AI within the CX organization, converting stakeholder ideas into buildable project plans
- Collaborate with Business Systems and Engineering on infrastructure-level builds, ensuring projects address cross-functional challenges
- Diagnose and improve underperforming workflows in existing systems, creating developer-ready tickets and rebuilding automation logic as necessary
Required qualifications
- 4-6+ years of experience in Customer Success/Experience Operations, Revenue Operations, or Business Operations in a B2B SaaS environment
- Proficiency with Salesforce and Intercom, including building reports, dashboards, and workflow automations
- Demonstrated ownership of program outcomes rather than just process facilitation
- Self-directed and outcome-driven, capable of advancing projects with minimal oversight
- Preferred experience with AI tools, SQL, and BI tools for operational enhancements
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