Senior Manager, CX Operations

Job Summary

A company is looking for a Senior Manager, CX Operations to enhance customer experience and operational efficiency.

Key Responsibilities

• Identify operational bottlenecks and design scalable solutions using process improvements, automation, and AI-driven tools
• Extract business insights from data to create programs that drive revenue and customer retention
• Lead strategic initiatives to optimize customer experience and internal collaboration processes

Required Qualifications

• 8+ years in an Operations and/or Strategy role focused on Customer Support or Experience
• Deep knowledge of support methodology, processes, tools, and metrics
• Experience with technology-enabled business process transformations and AI applications
• Proficient in managing budgets, forecasting, and variance analysis
• Direct experience with a SaaS business model in a high-growth environment