Operations Manager Customer Experience Wfh (Remote)

Join our dynamic team as a Customer Experience Operations Manager, where your expertise will be crucial in transforming our customer experience into an industry-leading standard. In this pivotal remote position, you will be integral to our ambitious Revenue Operations strategy, collaborating with diverse teams to ensure every customer interaction is seamless, enriching, and impactful.

Key Responsibilities

• Enhance and refine workflows across customer-facing departments to ensure optimal efficiency and satisfaction.
• Manage and optimize our Customer Success Management (CSM) platform, ticketing systems, and community engagement tools.
• Develop and oversee reports and dashboards that track essential customer experience metrics such as NPS, CSAT, and retention rates.
• Collaborate with various teams to create comprehensive customer journey maps and identify enhancement opportunities.
• Align cross-functional teams on customer experience strategies to maintain a cohesive approach to customer success.
• Implement systems for capturing and analyzing customer feedback to drive continuous improvements in product adoption and satisfaction.
• Collaborate with Customer Success and Support teams to develop training materials that empower staff in delivering exceptional service.
• Leverage AI-driven tools to enhance customer engagement and streamline support processes for increased operational efficiency.

Required Skills

• Minimum of 5 years of experience in Customer Experience, Sales Operations, or Revenue Operations, with a focus on process optimization and data integrity.
• Deep understanding of customer experience metrics (NPS, CSAT, retention, churn) and the ability to utilize customer insights for transformative changes.
• Proficient in using customer experience tools (e.g., Salesforce, HubSpot, Zendesk, Tableau).
• Strong analytical skills with the capability of transforming data into actionable insights.
• Demonstrated project management experience with a focus on complex, cross-functional initiatives.
• Excellent communication skills with a proven ability to influence stakeholders at all levels.
• Familiarity with SaaS or subscription-based business models, particularly in retention strategies.
• Experience in voice of the customer (VoC) initiatives.

Qualifications

• A bachelor’s degree in a relevant field is preferred.
• Experience in high-growth environments, especially in Customer Success or Experience roles, is a significant advantage.
• Familiarity with product-led growth (PLG) models and advanced data analytics skills (e.g., SQL, R) are beneficial.
• Experience working in a startup or high-growth setting is a plus.

Career Growth Opportunities

We prioritize career advancement based on performance, offering robust opportunities for professional growth and development within our organization. You will have the chance to create impactful training programs and resources, further enhancing your career trajectory.

Company Culture And Values

Our organization thrives on collaboration and passion, fostering an inclusive environment that values diverse perspectives. We believe that diversity drives innovation, and we encourage applicants from all backgrounds to contribute their unique skills and experiences.

Compensation And Benefits

The base salary for this role typically ranges from (115,000 to )130,000 USD, with final compensation determined by experience, qualifications, and location. We offer 100% remote work, flexible Fridays, a generous vacation policy, comprehensive medical, dental, and vision benefits for employees in the US, UK, and Canada, as well as company-paid life insurance and retirement savings options with company matching.

Employment Type: Full-Time