Identify operational bottlenecks and design scalable solutions by utilizing a mix of process improvements, automation, and AI-driven tools to revolutionize our critical business processes and increase team productivity
Extract key business insights from qualitative and quantitative data, identify risks and opportunities and create programs to mitigate long-term issues and drive more revenue and higher customer retention
Promote a culture and methodology for rapid innovation and experimentation across playbooks to drive customer retention and expansion outcomes via the support experience
Drive the adoption of new tools and processes, including AI and automation platforms, to drive productivity
Synthesize the customer support experience and overall trends to drive cross-functional alignment with teams including Sales, Product & Engineering, Customer Success, and Finance
Lead and execute strategic initiatives to optimize and transform customer experience and internal collaboration processes
Drive annual planning, budgeting, capacity modeling, forecasting, and monthly/quarterly business review functions

8+ years in an Operations and/or Strategy role focused on Customer Support, Customer Experience, Customer Success, or similar functions
Deep knowledge of support methodology, processes, tools, and metrics
Track record of leading technology-enabled business process transformations, with an emphasis on strategic application of AI (e.g., ChatGPT, Claude, Gemini) and automation tools and techniques (e.g., Retool, Zapier, Make)
Expert in managing and analyzing data, including building ad hoc reports and spreadsheet models as well as leveraging business intelligence tools to create executive dashboards
Experience with managing budgets, running a forecasting cadence, and performing variance analysis
Effective at engaging and influencing executive stakeholders, building consensus, and driving collaborative change
Demonstrated leadership role in building/scaling teams and workflows, preferably in a customer-facing or operations function
Direct experience with a SaaS business model, customer journey and core KPIs in a high-growth, global environment
Proficient with Salesforce, ClickUp, ZenDesk or comparable platforms
Strategic thinker with a bias for action—hands-on, scrappy, and able to take projects to the finish line
Exhibits extreme accountability and ownership, with an obsession for continuous improvement and mastery of your craft.

Senior Manager, CX Operations

Key skills