Customer Experience Operations Manager

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Experience Operations Manager in United States.

This is a high-impact opportunity for an experienced operations professional to shape and scale the infrastructure behind a modern customer experience organization within a fast-growing SaaS environment. In this role, you will optimize systems, processes, analytics, and enablement strategies that empower customer-facing teams to deliver exceptional outcomes across support, onboarding, and customer success functions. You will play a key role in driving operational excellence through data-driven decision-making, AI-enabled workflows, and scalable process improvements. The position combines strategic planning, advanced analytics, program management, and technology optimization, making it ideal for someone who thrives in fast-paced and evolving environments. Working cross-functionally with leadership, product, finance, and customer-facing teams, you will directly influence customer retention, operational efficiency, and long-term business growth while helping modernize the future of customer engagement.

Accountabilities:

• Manage and optimize the full customer experience technology ecosystem across support, onboarding, customer success, and professional services functions.
• Establish operational performance baselines and develop metrics frameworks covering retention, churn, onboarding success, CSAT, customer health, and AI efficiency indicators.
• Build dashboards, automated workflows, integrations, and reporting systems that improve visibility, reduce manual effort, and support data-driven decision-making.
• Lead the evolution of AI-enabled customer experience operations, including intelligent routing, predictive issue detection, automation workflows, and agent augmentation initiatives.
• Serve as the central analytics and insights resource for the CX organization by managing customer data collection, validation, governance, forecasting, and reporting accuracy.
• Develop forecasting models, capacity planning frameworks, and renewal management processes aligned across customer success, finance, and sales teams.
• Drive operational initiatives and strategic programs across customer-facing teams, ensuring successful implementation, adoption, and continuous optimization.
• Create and maintain scalable playbooks, onboarding materials, enablement programs, and internal documentation to support team productivity and consistency.
• Partner with leadership and cross-functional stakeholders to define customer journey strategies, operational KPIs, and organizational priorities.
• Act as the voice of the customer by synthesizing feedback, support trends, engagement signals, and customer insights into actionable recommendations for business improvement.
• Continuously identify opportunities to improve operational efficiency, customer retention, and scalability through process enhancements and technology innovation.

Requirements:

• 5+ years of experience in Customer Operations, Customer Success Operations, Support Operations, or related roles within B2B SaaS organizations.
• Proven ability to design and implement scalable operational systems, workflows, and strategies supporting multiple customer-facing teams.
• Strong expertise in data sourcing, validation, analysis, reporting, and governance across multiple business systems and platforms.
• Hands-on experience implementing AI or automation solutions within customer experience or operational environments.
• Deep understanding of customer lifecycle metrics and performance indicators including NRR, GRR, churn, CSAT, TTV, and AI deflection metrics.
• Experience with modern CX technology platforms such as Salesforce, Gainsight, or similar customer operations tools.
• Ability to work effectively in high-growth or startup environments requiring adaptability, initiative, and process-building capabilities.
• Strong analytical thinking and the ability to distinguish actionable insights from incomplete or inconsistent data sets.
• Excellent communication, stakeholder management, and collaboration skills with the ability to engage both frontline teams and executive leadership.
• Prior customer-facing experience within support, onboarding, or customer success functions is highly valued.
• Strong project management, organizational, and change management capabilities in fast-paced environments.

Benefits:

• Competitive compensation package determined by experience and qualifications.
• Fully remote work environment with flexible telecommuting opportunities.
• Comprehensive health insurance coverage sponsored by the company.
• Company-paid long-term disability and life insurance.
• Unlimited Paid Time Off policy.
• 10 paid company holidays annually.
• Paid parental leave.
• Work anniversary bonus program.
• Employee recognition initiatives including Employee of the Quarter awards.
• Monthly $100 connectivity reimbursement stipend.
• 401(k) retirement plan with generous company matching contributions.
• Career growth opportunities within a rapidly growing SaaS and healthcare technology environment.
• Collaborative and innovation-focused workplace culture committed to diversity and inclusion.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1