Analyze and map the entire customer lifecycle, from initial contact through onboarding, support, and renewal.
Identify key moments of truth, friction points, and opportunities for improvement to create a truly cohesive experience.
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.
Design, document, and continuously improve all CS/CX processes and workflows.
Own CX data and analytics, define key performance indicators (KPIs) and build insightful dashboards.
Manage and optimize CX technology stack and administer core platforms.
Act as a central point of contact, collaborating with various teams to ensure a unified approach to the customer experience.

3-5 years of experience in Customer Experience Operations, Customer Success Operations, or a similar strategic operational role.
Demonstrable experience creating and utilizing customer journey maps to drive business improvements and foster a customer-centric culture.
A strong background in designing and scaling processes. You’re skilled at identifying inefficiencies and implementing robust, repeatable solutions.
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.
Deep, hands-on experience managing a modern CX tech stack (e.g., Salesforce, Zendesk, Gainsight, Intercom, Qualtrics).
You can clearly articulate complex ideas and present data-driven recommendations to stakeholders at all levels of the organization.

Your voice counts! Your ideas for the success of plentysystems and our support to take care of you personally
We remote together
we stand for a digital thinking, working and decision-making solution. It means the freedom to work from anywhere in Germany and Romania
Work-life balance & a headquarter in Kassel, Berlin and Timisoara.
Up to date: work with the latest hardware and technology.
Always better: further training budget and a wide range of workshops.
Well provided for: 7 card Gym subscription, Pluxee card for meal tickets, Private medical insurance.
annual december bonus

Customer Experience Operations Manager

Key skills