Customer Experience Operations Manager

Role Overview

The Customer Experience Operations Manager is the primary technical administrator and subject matter expert for the Customer Office technology stack. Reporting to the Senior Director, you will manage and optimize configurations, workflows, automations, integrations, and reporting to support customer engagement strategies and operational processes.

Responsibilities

Customer Experience Systems Administration & Ownership

• Serve as technical admin/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
• Provide advanced support and troubleshooting to minimize disruption for customer-facing teams
• Monitor performance, conduct audits, and implement enhancements to improve scalability, reliability, and system operations

Workflow Design, Automation & AI Enablement

• Design and implement end-to-end customer lifecycle workflows with seamless handoffs across teams and systems
• Drive AI/automation initiatives such as predictive health scoring, intelligent triggers, and workflow automation
• Identify process improvements to reduce manual work and optimize performance
• Partner with cross-functional stakeholders to gather requirements, evaluate impact, and deliver scalable solutions
• Collaborate with Customer Success, Support, and Professional Services to maximize platform capabilities

Operational Excellence & Enablement

• Continuously improve processes, workflows, and how internal teams use systems
• Provide guidance, training, and best practices; act as a trusted advisor
• Support change management and enablement to drive adoption

Requirements

• 8+ years of experience in Customer, Revenue, or Operations roles
• Significant hands-on experience owning platforms such as Gainsight, Kantata (Mavenlink), Salesforce, or similar tools (ideally in SaaS/technology)
• Proven experience configuring, optimizing, and maintaining CX/CS 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 CX strategy
• Ability to translate business requirements into scalable technical solutions

Preferred

• Gainsight Admin experience
• Experience with Professional Services Automation tools (e.g., Kantata/Mavenlink)
• CRM experience with platforms like Salesforce
• Experience with data integration tools

Remote / Location

• Open to remote applicants in Canada and USA (only in provinces/states where Hootsuite can hire legally)
• Applicants must not be within commuting distance of Toronto or Vancouver offices