Collaborate with the Data team to ensure centralized CX dashboards are well-defined, actionable, and aligned with the needs of Technical Support, Customer Success, and Account Management.
Monitor and troubleshoot data issues across CX systems (Planhat, Zendesk, Salesforce, Snowflake) — proactively identify anomalies, coordinate root cause analysis, and ensure timely resolution to minimize downstream business impact.
Partner with the CX Ops Manager to design reporting and analytics that reveal performance drivers and customer health trends.
Deliver actionable insights on things like ticket trends, customer friction points, and self-service opportunities.
Support ad hoc analysis and campaign targeting requests with scalable, repeatable reporting processes.
Collaborate closely with the Data team to align infrastructure and ensure CX reporting is accurate, consistent, and accessible.
Contribute to process optimization and forecasting projects, using data to improve team efficiency and capacity planning.

3–5 years of experience in Revenue Operations, CX Operations, or Analytics roles within a SaaS environment.
Familiarity with customer-facing systems like Salesforce, Zendesk, Planhat, or Gainsight.
Proficiency in SQL (comfortable querying large datasets and joining tables).
A strong understanding of SaaS metrics — churn, retention, ARR, NRR, CSAT, etc.
Experience partnering cross-functionally with data, operations, and customer-facing teams.

100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family
16 weeks paid parental leave
unlimited PTO
stipends for remote work and wellness
a professional development budget

CX Operations Manager

Key skills