Senior Manager, CX Operations

At ClickUp, we’re not just building software. We’re architecting the future of work! In a world overwhelmed by work sprawl, we saw a better way. That’s why we created the first truly converged AI workspace, unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI, empowering millions of teams to break free from silos, reclaim their time, and unlock new levels of productivity. At ClickUp, you’ll have the opportunity to learn, use, and pioneer AI in ways that shape not only our product, but the future of work itself. Join us and be part of a bold, innovative team that’s redefining what’s possible! 🚀

• Identify operational bottlenecks and design scalable solutions by utilizing a mix of process improvements, automation, and AI-driven tools to revolutionize our critical business processes and increase team productivity

• Extract key business insights from qualitative and quantitative data, identify risks and opportunities and create programs to mitigate long-term issues and drive more revenue and higher customer retention

• Promote a culture and methodology for rapid innovation and experimentation across playbooks to drive customer retention and expansion outcomes via the support experience

• Drive the adoption of new tools and processes, including AI and automation platforms, to drive productivity

• Synthesize the customer support experience and overall trends to drive cross-functional alignment with teams including Sales, Product & Engineering, Customer Success, and Finance

• Lead and execute strategic initiatives to optimize and transform customer experience and internal collaboration processes

• Drive annual planning, budgeting, capacity modeling, forecasting, and monthly/quarterly business review functions

• 8+ years in an Operations and/or Strategy role focused on Customer Support, Customer Experience, Customer Success, or similar functions

• Deep knowledge of support methodology, processes, tools, and metrics

• Track record of leading technology-enabled business process transformations, with an emphasis on strategic application of AI (e.g., ChatGPT, Claude, Gemini) and automation tools and techniques (e.g., Retool, Zapier, Make)

• Expert in managing and analyzing data, including building ad hoc reports and spreadsheet models as well as leveraging business intelligence tools to create executive dashboards

• Experience with managing budgets, running a forecasting cadence, and performing variance analysis

• Effective at engaging and influencing executive stakeholders, building consensus, and driving collaborative change

• Demonstrated leadership role in building/scaling teams and workflows, preferably in a customer-facing or operations function

• Direct experience with a SaaS business model, customer journey and core KPIs in a high-growth, global environment

• Proficient with Salesforce, ClickUp, ZenDesk or comparable platforms

• Strategic thinker with a bias for action—hands-on, scrappy, and able to take projects to the finish line

• Exhibits extreme accountability and ownership, with an obsession for continuous improvement and mastery of your craft

ClickUp is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

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Please note we are unable to sponsor or take over sponsorship of an employment visa for roles outside of engineering and product at this time. Sponsorship for engineering and product roles is not guaranteed, but is instead based on the business needs for that specific role at that time. Please reach out to the recruiter with any questions.

ClickUp Talent Acquisition will only initiate contact via an @clickup.com email or through our official careers portal on clickup.com. We will never request fees, payments, or sensitive personal information. Please disregard any offers received outside these channels and report them to support@clickup.com.

ClickUp may use artificial intelligence and machine learning technologies to help review and screen candidates' employment applications against role-related criteria. These tools support, but do not replace, human decision‑making. If you have questions or need an accommodation in the recruitment process, please contact us at AskPeople@ClickUp.com.