Senior Manager, CX Operations

Job Summary

Owning strategy and operational leadership for Technical Account Management (TAM) Operations, the full-time remote Senior Manager, CX Operations will drive cross-functional alignment, oversee AI-driven workflows, and enhance customer engagement and services delivery.

Key responsibilities

• Lead the vision and strategy for customer experience through the Services & Success operating model
• Drive strategic initiatives to optimize customer engagement and services delivery while extracting key business insights
• Manage the AI agent harness and automation layer, designing workflows that enhance customer health and engagement management

Required qualifications

• 8+ years in an Operations or Strategy role focused on Professional Services or Customer Success
• Proven experience leading services operations with responsibility for strategy and cross-functional execution
• Deep knowledge of services methodology, processes, and metrics related to customer lifecycle management
• Demonstrated track record of designing AI-powered workflows that deliver measurable business outcomes
• Direct experience with a SaaS business model and core KPIs in a high-growth environment