Customer Experience Operations Manager

Role Overview

Customer Experience Operations Manager serving as the primary technical administrator and subject matter expert for the Customer Office technology stack. Reporting to the Senior Director, you will manage and optimize 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/SME for the Customer Office tech stack, including Gainsight, Kantata (Mavenlink), and related platforms.
  • Own and optimize system 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.
  • Monitor performance, conduct regular audits, and implement enhancements for scalability and reliability.

• Workflow Design, Automation & AI Enablement

  • Design and implement end-to-end workflows across the customer lifecycle, ensuring seamless handoffs.
  • Drive AI-enabled automation such as predictive health scoring, intelligent triggers, and workflow automation.
  • Identify process improvements using automation/system enhancements to reduce manual work.
  • Partner with cross-functional stakeholders to gather requirements, assess impact, and deliver scalable solutions.

• Operational Excellence & Enablement

  • Continuously improve processes, workflows, and tool usage across the Customer Office.
  • Advise and enable internal teams through guidance, training, and best practices.
  • Support change management to drive tool/process adoption.

Requirements

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

Nice to Have

• Gainsight Admin experience.
• Professional Services Automation experience (e.g., Kantata/Mavenlink).
• CRM experience (e.g., Salesforce).
• Data integration tooling and preferred hands-on admin/automation ownership across tools.

Collaboration Attributes (from posting)

• Strong teamwork and communication.
• Creativity/innovation in improving processes.
• Clear conveyance of ideas and operational guidance to internal teams.