Manager, Customer Experience Business Operations

Essential Functions

• Operational Excellence and Process Design

  • Own the CX Business Operations roadmap and drive operational initiatives that support Client Success, Product Support, Consulting, and Professional Services
  • Identify operational gaps across the CX organization and design, document, and roll out processes to close them
  • Manage the centralized CX BizOps intake process, triaging requests, assigning ownership, and ensuring transparent prioritization across stakeholders
  • Partner with cross-functional teams to drive change management, process improvements, and operational excellence at scale

  Data, Reporting, and Insights

  • Lead the CX team’s data strategy in partnership with your Data Analyst, ensuring stakeholders across CS, PS, Consulting, and Support have the dashboards and reporting they need to manage performance
  • Oversee the development and maintenance of Power BI dashboards across the customer lifecycle, including segment-level views for CSMs, billable utilization for Professional Services, and operational metrics for Support
  • Translate ambiguous leadership questions into concrete data requirements and ensure deliverables land with the right level of polish for executive consumption
  • Maintain data integrity across the CX reporting ecosystem and partner with our Salesforce team on data flow, integrations, and downstream impacts

  Systems, Salesforce, and Platform Operations

  • Serve as the CX team’s primary business partner to Salesforce, coordinating sprint releases, requirements, and platform changes that affect CX
  • Manage CX-owned Salesforce configuration needs including dashboards, automations, and downstream reporting impacts
  • Oversee the operational health of CX platforms including Salesforce, CallMiner, Qualtrics, and Power BI
  • Coordinate cross-functional launches such as seasonal releases and Project 360, ensuring CX-impacting changes are identified, communicated, and managed

  Programs and Strategic Initiatives

  • Operationalize strategic CX programs including the client testimonials and references program, partnering with Marketing, Product, and the Chief Customer Officer’s office
  • Support workforce management strategy in partnership with the WFM Analyst, including capacity planning, scheduling tools, and operational reporting for Support
  • Contribute to commercialization enablement, client offboarding, and content investment initiatives as they require operational design or data support

  People Leadership

  • Directly manage a Data Analyst and a Workforce Management Analyst, providing weekly 1:1 coaching, regular feedback, and intentional development planning
  • Build the careers of your team members through stretch assignments, visibility opportunities with senior leadership, and regular performance conversations
  • Hold the bar on quality, deliverable polish, and stakeholder communication for your team’s output
  • Foster a culture of curiosity, ownership, and pragmatic problem-solving on the team

Minimum Requirements