Customer Experience Operations & Systems Manager

About the Role

As our Customer Experience (CX) Operations & Systems Manager, you will drive the effectiveness and efficiency of our team through data and become a key partner in defining customer experience objectives, strategy, and tactics, and in implementing processes that scale. A successful candidate is highly analytical, skilled at creating processes, and can confidently lead both insight generation and execution.

Reporting to our VP Operations, the CX Operations & Systems Manager will act as the operations steward for workflows and systems for the VP of CX. This person will be comfortable operating at the intersection of CX, data, systems, and product - using insights from customer interactions to improve internal workflows, reporting, and scalable customer-facing processes.

Your Role

• 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