Customer Experience Operations Manager - Remote Eligible

Customer Experience Operations Manager

This is a high-impact opportunity for an experienced operations professional to shape and scale the infrastructure behind a modern customer experience organization within a fast-growing SaaS environment. In this role, you will optimize systems, processes, analytics, and enablement strategies that empower customer-facing teams to deliver exceptional outcomes across support, onboarding, and customer success functions. You will play a key role in driving operational excellence through data-driven decision-making, AI-enabled workflows, and scalable process improvements. The position combines strategic planning, advanced analytics, program management, and technology optimization, making it ideal for someone who thrives in fast-paced and evolving environments. Working cross-functionally with leadership, product, finance, and customer-facing teams, you will directly influence customer retention, operational efficiency, and long-term business growth while helping modernize the future of customer engagement.

Accountabilities:

• Manage and optimize the full customer experience technology ecosystem across support, onboarding, customer success, and professional services functions.
• Establish operational performance baselines and develop metrics frameworks covering retention, churn, onboarding success, CSAT, customer health, and AI efficiency indicators.
• Build dashboards, automated workflows, integrations, and reporting systems that improve visibility, reduce manual effort, and support data-driven decision-making.
• Lead the evolution of AI-enabled customer experience operations, including intelligent routing, predictive issue detection, automation workflows, and agent augmentation initiatives.
• Serve as the central analytics and insights resource for the CX organization by managing customer data collection, validation, governance, forecasting, and reporting accuracy.
• Develop forecasting models, capacity planning frameworks, and renewal management processes aligned across customer success, finance, and sales teams.
• Drive operational initiatives and strategic programs across customer-facing teams, ensuring successful implementation, adoption, and continuous optimization.
• Create and maintain scalable playbooks, onboarding materials, enablement programs, and internal documentation to support team productivity and consistency.
• Partner with leadership and cross-functional stakeholders to define customer journey strategies, operational KPIs, and organizational priorities.
• Act as the voice of the customer by synthesizing feedback, support trends, engagement signals, and customer insights into actionable recommendations for business improvement.
• Continuously identify opportunities to improve operational efficiency, customer retention, and scalability through process enhancements and technology innovation.

Requirements:

• 5+ years of experience in Customer Operations, Customer Success Operations, Support Operations, or related roles within B2B SaaS organizations.
• Proven ability to design and implement scalable operational systems, workflows, and strategies supporting multiple customer-facing teams.
• Strong expertise in data sourcing, validation, analysis, reporting, and governance across multiple business systems and platforms.
• Hands-on experience implementing AI or automation solutions within customer experience or operational environments.
• Deep understanding of customer lifecycle metrics and performance indicators including NRR, GRR, churn, CSAT, TTV, and AI deflection metrics.
• Experience with modern CX technology platforms such as Salesforce, Gainsight, or similar customer operations tools.
• Ability to work effectively in high-growth or startup environments requiring adaptability, initiative, and process-building capabilities.
• Strong analytical thinking and the ability to distinguish actionable insights from incomplete or inconsistent data sets.
• Excellent communication, stakeholder management, and collaboration skills with the ability to engage both frontline teams and executive leadership.
• Prior customer-facing experience within support, onboarding, or customer success functions is highly valued.
• Strong project management, organizational, and change management capabilities in fast-paced environments.

Benefits:

• Competitive compensation package determined by experience and qualifications.
• Fully remote work environment with flexible telecommuting opportunities.
• Comprehensive health insurance coverage sponsored by the company.
• Company-paid long-term disability and life insurance.
• Unlimited Paid Time Off policy.
• 10 paid company holidays annually.
• Paid parental leave.
• Work anniversary bonus program.
• Employee recognition initiatives including Employee of the Quarter awards.
• Monthly $100 connectivity reimbursement stipend.
• 401(k) retirement plan with generous company matching contributions.
• Career growth opportunities within a rapidly growing SaaS and healthcare technology environment.
• Collaborative and innovation-focused workplace culture committed to diversity and inclusion.