Customer Experience Operations Lead

Ridgeline•Reno, NV

1d•$140,000 - $162,000•Hybrid

About The Position

Are you a strategic operator who thrives on connecting complex financial, technical, and organizational dots across a high-growth SaaS company? Do you enjoy translating P&L insights into clear operational actions that empower leaders to run their functions like true business owners? Are you excited to leverage AI and unified data systems to scale a high-touch, white-glove customer experience without sacrificing quality or velocity? If so, we invite you to be a part of our innovative team. As a Customer Experience Operations Lead at Ridgeline, you will serve as a strategic architect of our CX operating model—driving clarity, alignment, and scalability across Consulting, Customer Success, Support, and Managed Services. You’ll bridge company-level financial goals with day-to-day execution, enabling leaders to make smarter, faster decisions rooted in data. In our fast-paced environment, you’ll leverage cutting-edge technologies—including AI tools like ChatGPT and internal LLM-powered solutions—to enhance insight generation, workflow automation, and operational rigor, helping reduce cost to serve while elevating customer impact. At Ridgeline, how we work matters as much as what we build. Ridgeliners act like owners, choose growth over comfort, and communicate with transparency. We assume positive intent, bias toward action, and bring solutions—not just problems. We celebrate wins, learn from setbacks, and thrive in a resilient, collaborative, high-performing culture. If this excites you, we’d love to meet you. You must be work authorized in the United States without the need for employer sponsorship.

Requirements

7+ years of experience in Operations within Customer Experience, Professional Services, or a related function in a high-growth SaaS environment
Deep understanding of P&L management and the ability to translate financial insights into operational strategy
Demonstrated experience leveraging AI tools to materially improve workflows, reporting, or decision-making processes
Familiarity with common CX tech stacks such as Salesforce, Kantata, Pendo, Zendesk, and AWS, with an interoperability mindset
Strong analytical and structured thinking skills with a proactive, solution-oriented approach
Proven ability to build alignment across cross-functional partners including Product & Engineering, Finance, Sales, HR, and Legal
High intellectual curiosity with a desire to dig into root causes and surface meaningful insights
Professional maturity and sound judgment when navigating ambiguity and change
Ability to communicate clearly and effectively with executive and functional stakeholders
Willingness to learn about cutting-edge technologies while cultivating expertise in a business domain or problem space
You must be work authorized in the United States without the need for employer sponsorship.

Nice To Haves

Experience implementing internal AI or automation programs at scale
Background in investment management technology or fintech
Experience supporting usage-based, subscription, or services revenue models

Responsibilities

Instill an ownership mindset across all CX functions by extending financial fluency throughout Consulting, Customer Success, Support, and Managed Services
Empower functional leaders to operate their teams as accountable business units with clear visibility into P&L, cost drivers, and resource ROI
Provide high-leverage insights that distill complex financial and operational data into actionable narratives for faster strategic decision-making
Architect interoperability across systems such as Salesforce, Kantata, Pendo, Zendesk, and AWS to create a unified and trusted source of truth
Enable proactive and personalized customer engagement through lifecycle insights that directly support Sales velocity and customer referenceability
Partner with Leveraged Engineering to implement AI tooling and internal LLM solutions that transform workflows and reduce cost to serve
Orchestrate cohesive month-end and quarter-end reviews, synchronizing FinOps and HROps processes across CX teams with precision and transparency
Support Sales Operations by strengthening services selling motions, improving scoping accuracy, and increasing staffing confidence
Identify strategic opportunities that support company ambitious growth initiatives and help leadership anticipate risks and opportunities
Manage the CX technology lifecycle, guiding vendor selection, contract renewals, and license optimization for an integrated and scalable tech stack
Model resilience and a growth mindset by learning quickly from setbacks and continuously refining operational frameworks
Foster a collaborative environment rooted in shared accountability, clear communication, and continuous improvement