Senior Manager, Customer Experience Operations

Job Summary

A company is looking for a Senior Manager, CX Operations.

Key Responsibilities

• Manage and optimize the CX tech stack, establishing productivity metrics and building solutions for operational challenges
• Lead data collection and analysis for customer insights, ensuring data quality and actionable reporting across CX teams
• Oversee strategic initiatives and enablement programs, aligning customer experience functions with organizational goals

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, including sourcing, validating, and reconciling data from multiple systems
• Hands-on experience with AI or automation solutions in customer experience organizations
• Fluency with modern CX tech stacks such as Salesforce and Gainsight