Customer Experience Operations Manager (m/f/x)

Customer Journey Mapping: Analyze and map the entire customer lifecycle, from initial contact through onboarding, support, and renewal. You’ll identify key moments of truth, friction points, and opportunities for improvement to create a truly cohesive experience.

Product Release & Change Readiness: Coordinate customer and internal readiness for major product updates, ensuring impacts are understood, communicated, and planned for to minimize disruption and maximize adoption and ROI.

Process Optimization: Design, document, and continuously improve all CS/CX processes and workflows. This includes everything from client onboarding and health scoring to escalation paths and feedback collection, ensuring efficiency and scalability as we grow.

Data & Reporting Mastery: Own our CX data and analytics. You'll define key performance indicators (KPIs) like NRR/GRR, NPS, CSAT, and Customer Effort Score (CES), build insightful dashboards, and deliver regular reports to leadership that translate data into a compelling story about our customers.

Tech Stack Ownership: Manage and optimize our entire CX technology stack. You will administer our core platforms (e.g., CRM, Customer Success Platform), evaluate and integrate new tools, and ensure our teams are getting the most out of our technology investments.

Cross-Functional Leadership: Act as a central point of contact, collaborating closely with Product, Sales, Marketing, and Product teams to ensure a unified approach to the customer experience. You'll use data and insights to advocate for the customer in strategic decisions.

Proven Experience: 3-5 years of experience in Customer Experience Operations, Customer Success Operations, or a similar strategic operational role.

Journey Mapping Expertise: Demonstrable experience creating and utilizing customer journey maps to drive business improvements and foster a customer-centric culture.

Process Improvement Champion: A strong background in designing and scaling processes. You’re skilled at identifying inefficiencies and implementing robust, repeatable solutions.

Data-Driven Strategist: You're highly analytical and proficient with data. You have experience with BI tools (like Tableau, Power BI, or Looker) and can turn raw numbers into actionable insights.

Tooling & Systems Savvy: Deep, hands-on experience managing a modern CX tech stack (e.g., Salesforce, Zendesk, Gainsight, Intercom, Qualtrics). You're not just a user; you're an administrator and a strategist.

Excellent Communicator: You can clearly articulate complex ideas and present data-driven recommendations to stakeholders at all levels of the organization.