Senior Operations Specialist - Customer Experience Services - Remote Eligible

Senior Operations Specialist - Customer Experience Services

This role sits at the heart of Customer Experience Operations, driving structure, clarity, and efficiency across Implementation teams in a fast-paced SaaS environment. You will act as a key operational enabler, ensuring teams have the right processes, tools, and insights to deliver consistent and high-quality customer outcomes. The position combines analytics, systems ownership, and process design to turn complex operational needs into scalable solutions. You will play a critical role in improving workflows, strengthening data-driven decision-making, and enhancing cross-functional alignment. Working closely with business systems, finance, and CX leadership, you will help optimize operational performance and ensure governance standards are met. This is a highly collaborative and impact-driven role suited for someone who thrives in structured yet evolving environments.

Accountabilities

• Act as the operational subject matter expert for CX and Implementation workflows, ensuring consistent application of standards, tools, and best practices across teams.
• Own operational reporting and analytics, delivering leadership-ready dashboards, KPI frameworks, and insights that support performance tracking and decision-making.
• Design, document, and continuously improve SOPs, process documentation, and knowledge repositories to enhance operational efficiency and adoption.
• Serve as the Wrike system steward, managing workflows, forms, routing logic, permissions, and platform governance while supporting change management and adoption.
• Partner with Salesforce, Confluence, Finance, and Business Systems teams to ensure cross-platform alignment and resolve operational dependencies.
• Translate business needs into structured technical requirements, supporting UAT, rollout validation, and post-implementation adoption monitoring.
• Support operational intake and roadmap prioritization, balancing short-term fixes with long-term process scalability and improvement initiatives.

Requirements

• 8+ years of experience in CX Operations, Implementation Operations, Business Operations, or a similar SaaS/technology operations role.
• Strong experience supporting Implementation or Customer Experience teams in a process, tooling, or enablement capacity.
• Advanced expertise in KPI design, operational reporting, data validation, and executive-level storytelling through insights.
• Hands-on experience administering work management systems (Wrike strongly preferred), including workflow design, configuration, and change management.
• Proficiency with Salesforce and Confluence, along with the ability to support cross-system operational alignment.
• Strong understanding of B2B operational and financial concepts, including how workflows impact billing, revenue recognition, and forecasting.
• Excellent communication skills with the ability to influence stakeholders and present insights to senior leadership.
• Strong analytical mindset with the ability to manage multiple priorities independently in a fast-paced environment.

Benefits

• Competitive compensation package aligned with experience and market standards
• Remote work flexibility within India
• Opportunity to work in a global, cross-functional CX and operations environment
• Exposure to enterprise-scale systems, tooling, and operational transformation initiatives
• Strong focus on learning, process innovation, and continuous improvement culture
• Inclusive and collaborative work environment with global teams