About the role

Role Overview

Customer Experience Operations Manager serving as the primary technical administrator and subject matter expert for the Customer Office tech stack. You will manage system configurations, workflows, automations, integrations, and reporting to support customer engagement strategies across the customer lifecycle.

Responsibilities

Customer Experience Systems Administration & Ownership

Act as the primary technical administrator for the Customer Office tech stack (including Gainsight, Kantata (Mavenlink), and related platforms).
Own, manage, and optimize configurations: workflows, automation, business rules, integrations, and reporting.
Ensure systems are correctly configured and integrated to support customer engagement and operational processes.
Provide advanced system support and troubleshooting to minimize disruption for customer-facing teams.
Monitor performance, conduct regular audits, and implement enhancements for scalability, reliability, and best-in-class operations.

Workflow Design, Automation & AI Enablement

Design and implement end-to-end workflows across the customer lifecycle with seamless team/system handoffs.
Drive AI-enabled automation initiatives (e.g., predictive health scoring, intelligent triggers, workflow automation).
Identify and implement process improvements to reduce manual effort and improve performance.
Partner with stakeholders to gather requirements, assess impact, and deliver scalable system solutions.
Collaborate with Customer Success, Support, and Professional Services to maximize system capabilities and improve service delivery.

Operational Excellence & Enablement

Continuously improve processes, workflows, and system usage across the Customer Office.
Serve as a trusted advisor: guidance, training, and best practices for internal teams.
Support change management and enablement for effective adoption.

Requirements

8+ years experience in Customer, Revenue, or Operations roles.
Significant hands-on platform ownership experience with tools such as Gainsight, Kantata (Mavenlink), Salesforce, or similar.
Proven experience configuring, optimizing, and maintaining Customer Experience / Customer Success platforms, including workflows, automation, and reporting.
Experience with system integrations, data management, and reporting/analytics.
Ability to translate business requirements into technical solutions and deliver scalable systems.
Strong understanding of the end-to-end customer lifecycle and Customer Experience strategy.

Nice to Haves

Gainsight Admin experience.
Experience with Professional Services Automation tools (e.g., Kantata/Mavenlink) and CRM platforms (e.g., Salesforce).
Experience implementing or leveraging AI and automation in operational environments.

About Hootsuite

Hootsuite is a technology company that provides social media management and customer experience tooling for organizations. The role sits within customer experience operations, leveraging customer engagement platforms to improve service delivery in a SaaS environment.

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