Enterprise Customer Experience Ops Manager

We’re seeking a Customer Experience Ops Manager to join our growing team. In this role, you’ll be responsible for developing, optimizing, and managing the processes that will proactively improve customer health and deliver exceptional customer experiences at scale. This role is essential to improving customer health tracking and analyzing key performance metrics, implementing strategic initiatives that enhance the overall customer journey, and including proactive monitoring and reporting on customer health recovery.

Key Responsibilities:
• Data Management & Reporting: Gather, analyze, and report on customer data and performance metrics to make data-driven decisions. Maintain dashboards and reports that track customer health, engagement, retention, and recovery efforts.
• Customer Health Recovery Monitoring: Monitor customer health metrics to identify accounts in need of recovery interventions. Provide timely updates on at-risk accounts, track recovery progress, and escalate issues as needed.
• Customer Health Recovery Communication: Coordinate communications related to customer health recovery efforts, ensuring key stakeholders are informed of customer issues and status updates. Provide regular updates and insights to guide the engagement strategies.
• After-Action Report Documentation: Document After-Action Reports (AARs) to capture insights and learnings from customer health recovery efforts and other ECX initiatives. Identify key takeaways and improvement areas to refine processes and inform future strategies.
• Process Improvement: Identify areas for operational improvement within the Customer Experience organization. Develop, document, and refine processes to streamline workflows and improve the customer journey.
• Cross-Functional Collaboration: Work closely with teams like Sales, Success, PS, Product, and Marketing to support initiatives that impact customer experience and satisfaction. Ensure seamless handoffs and integration points between departments.
• Strategic Projects: Contribute to strategic initiatives aimed at scaling and improving Customer Experience operations, such as automation projects, customer segmentation, and personalized engagement strategies.
• Documentation & Training: Develop and maintain up-to-date documentation of ECX processes and best practices.

Qualifications:
• Experience: 4+ years in Customer Experience, Success, Operations, Project Management, or a similar role, preferably in a SaaS environment.
• Analytical Skills: Strong analytical skills, with experience in data analysis, reporting, and KPI tracking. Proficiency in Excel/Google Sheets and experience with reporting tools (e.g., PowerBI).
• After-Action Report Skills: Experience in documenting and analyzing After-Action Reports (AARs) to drive continuous improvement in customer experience strategies.
• Communication: Excellent written and verbal communication skills. Ability to explain complex processes and technical details to non-technical team members.
• Project Management: Demonstrated ability to manage projects, prioritize tasks, and meet deadlines. Experience with project management tools (e.g., MS, Planner. Asana, or Trello) is a plus.
• Problem Solving: Strong problem-solving skills and a proactive approach to identifying and resolving issues.
• Attention to Detail: High attention to detail, with a focus on quality and accuracy.

Preferred Qualifications:
• Experience in a fast-paced, scaling environment, preferably within a SaaS or tech company.
• Familiarity with customer health scoring methodologies, customer health recovery metrics, and customer journey mapping.
• Experience with automation projects to improve team productivity and customer outcomes.

Additionally, you will enjoy some of our local benefits such as:
- Comprehensive medical, accidental, and life insurance
- Weekly wellness sessions to support your physical and mental well-being
- A generous paid time off policy