About the role

Role Overview

Customer Experience Operations Manager at Hootsuite. Reporting to the Senior Director, you will act as the primary technical administrator and subject matter expert for the Customer Office tech stack, driving workflow design, automation, integrations, and reporting across the customer lifecycle.

Responsibilities

Customer Experience Systems Administration & Ownership
- Own and administer the Customer Office tech stack, including Gainsight, Kantata (Mavenlink), and related platforms.
- Configure and optimize workflows, automation, business rules, integrations, and reporting.
- Provide advanced support and troubleshooting to ensure continuity for customer-facing teams.
- Monitor performance, run regular audits, and implement enhancements for scalability and reliability.
Workflow Design, Automation & AI Enablement
- Design end-to-end workflows across the customer lifecycle with seamless team/system handoffs.
- Lead AI/automation initiatives such as predictive health scoring and intelligent triggers.
- Drive process improvements to reduce manual effort and improve service delivery.
- Partner with cross-functional stakeholders to gather requirements and deliver scalable system solutions.
Operational Excellence & Enablement
- Improve processes, workflows, and tool usage across the Customer Office.
- Provide guidance, training, and best practices to internal teams.
- Support change management and adoption of tools and processes.

Requirements

8+ years in Customer, Revenue, or Operations roles with hands-on platform ownership.
Strong experience configuring and maintaining Customer Experience/Customer Success platforms, including workflows, automation, and reporting.
Significant experience with platforms such as Gainsight, Kantata (Mavenlink), Salesforce, or similar tools (ideally in SaaS/technology environments).
Proven experience with system integrations, data management, and reporting/analytics.
Experience 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; strong collaboration and communication.

Nice to Haves / Preferred

Gainsight Admin experience.
Experience with Professional Services Automation tools (Kantata/Mavenlink).
Familiarity with CRM platforms like Salesforce and data integration tools.

About Hootsuite

Hootsuite is a SaaS technology company focused on social media management and customer engagement. The company supports customer success and customer operations through dedicated platforms and operational tooling. This role sits within the Customer Experience function, partnering with customer-facing teams to optimize customer lifecycle workflows and systems.