Customer Experience Operations & Systems Manager

• Collaborating closely with the CX VP and managers to gain insights into our current business growth stage and departmental needs
• Monitor and troubleshoot data issues across CX systems (ChurnZero, Intercom, Salesforce, BigQuery) — coordinate root cause analysis, and ensure timely resolution to minimize downstream business impact
• Partner with Finance and Revenue Operations to monitor the entire customer lifecycle (contracting, onboarding, renewals, churn) to identify and address process or insights gaps in the customer journey
• Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation
• Analyze and improve our Customer Health Score. Leverage strategic score feedback to build on and improve relationship management processes
• Build and maintain centralized dashboards for CX functions, including Support, Customer Success, Account Management, and customer health
• Collaborate closely between the Operations team and Product to align infrastructure and ensure CX reporting is accurate, consistent, and accessible
• Identify recurring customer or support issues and help translate them into improved workflows, self-service resources, automation opportunities, or product feedback
• Explore opportunities to use automation and AI-enabled workflows to reduce manual work, improve routing accuracy, and help the CX team scale
• Establishing, maintaining, and enforcing SLAs across Revenue and CX teams

• Excellent critical thinking skills; ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
• Clear communication with excellent written, verbal, and listening skills
• Strong leadership and interpersonal skills with an ability to drive cross-functional teams
• Strong project management skills focused on driving change in a complex environment
• Highly meticulous with detail, ability to manage multiple concurrent projects, and collaborate effectively across multiple departments and meet deadlines
• Ability to effectively document processes utilized by CX for new and existing team members
• Systems-minded approach, with curiosity around how tools, data, workflows, and customer experience connect
• Comfort partnering with technical and non-technical stakeholders to solve operational problems

• 3+ years relevant experience in Customer Experience operations, Support operations, or Sales operations
• Demonstrated experience rolling out, administering, or improving Customer Success or Support platforms, such as ChurnZero, Intercom, Zendesk, Salesforce, Front, or similar tools
• Experience building health and adoption scoring — aggregating data, mapping between systems, and scoring optimization
• Proficiency in SQL
• Experience building dashboards or reporting to evaluate workflows, customer health, support trends, SLAs, or operational performance
• Experience improving support or CX workflows, such as ticket routing, escalation processes, taxonomy, self-service, or automation
• Experience partnering with Product or Engineering to surface recurring customer issues and drive scalable improvements is a plus
• Experience with AI-enabled workflows, APIs, or automation tools is a plus
• Salesforce admin-level skills are a bonus

🌡 100% premium coverage on our healthcare plans for employees and their families

🦷 Dental & vision coverage for employees and families 

🖥 New laptop & equipment

🏋🏻‍♀️ Wellness Stipend