Customer Experience Operations Manager

Role overview

As a Customer Experience Operations Manager at a partner SaaS company, you’ll build and scale the operational infrastructure that supports support, onboarding, and customer success. You’ll optimize systems, processes, analytics, and enablement strategies using data-driven decision-making and AI-enabled workflows.

Responsibilities

• Manage and optimize the customer experience technology ecosystem across support, onboarding, customer success, and professional services.
• Define operational performance baselines and build metrics frameworks for:
  • retention, churn
  • onboarding success
  • CSAT, customer health
  • AI efficiency indicators
• Build dashboards, automated workflows, integrations, and reporting systems to improve visibility and reduce manual effort.
• Lead AI-enabled CX operations evolution (e.g., intelligent routing, predictive issue detection, automation workflows, agent augmentation).
• Own CX analytics by managing customer data collection, validation, governance, forecasting, and reporting accuracy.
• Develop forecasting models, capacity planning, and renewal management processes aligned with Customer Success, Finance, and Sales.
• Drive operational initiatives/programs to ensure implementation, adoption, and continuous optimization.
• Create/maintain scalable playbooks, onboarding materials, enablement programs, and internal documentation.
• Partner with leadership to define customer journey strategies, operational KPIs, and organizational priorities.
• Act as the voice of the customer by translating feedback and support trends into actionable business recommendations.

Requirements

• 5+ years in Customer Operations, Customer Success Operations, Support Operations, or related roles in B2B SaaS.
• Proven ability to design and implement scalable operational systems, workflows, and strategies.
• Strong expertise in data sourcing, validation, analysis, reporting, and governance across business platforms.
• Hands-on experience implementing AI and/or automation in customer experience/ops environments.
• Strong understanding of CX lifecycle metrics and KPIs, including NRR, GRR, churn, CSAT, TTV, and AI deflection.
• Experience with modern CX tooling such as Salesforce and Gainsight (or similar).
• Ability to thrive in high-growth/startup environments with process-building and adaptability.
• Strong analytical thinking and ability to produce actionable insights.

Location

• United States