Lead the end-to-end coordination, administration, and strategic assignment of partner licenses to support enablement and delivery objectives.
Manage and prioritize inbound operational requests, ensuring timely resolution and adherence to service expectations.
Maintain ownership of operational request queues, monitoring workload distribution and escalating risks as needed.
Partner closely with Education Services and other CX teams to mitigate operational risks and ensure seamless execution of administrative processes.
Conduct audits of partner program participation, attainment, and readiness, providing actionable recommendations to improve engagement and program effectiveness.
Identify opportunities to streamline workflows, enhance documentation standards, and improve operational efficiencies across CX programs.
Drive continuous improvement initiatives related to queue management, fulfillment processes, and service delivery operations.
Collaborate with Customer Experience, Sales, Support, Education Services, and Operations teams to ensure alignment throughout the customer lifecycle.

2–3 years of experience in CX Operations, Program Management, Resource Planning, Delivery Operations, Project Coordination, or a related role within a SaaS, technology, or professional services environment.
Demonstrated ability to manage cross-functional stakeholder relationships while balancing strategic priorities and operational execution.
Strong analytical and problem-solving skills with the ability to interpret data, identify trends, and make informed recommendations.
Experience working with CRM, scheduling, resource management, or project management tools such as Salesforce, FinancialForce, Asana, or similar platforms.
Experience managing operational processes including queue management, ticket triage, fulfillment workflows, or service operations.
Exceptional organizational skills with strong attention to detail and the ability to manage multiple priorities in a fast-paced environment.
Excellent written and verbal communication skills with a collaborative, customer-focused approach.
Ability to work independently while contributing effectively within a global, cross-functional team environment.

Customer Experience Operations Manager

Key skills