Customer Experience Operations Manager

Monograph•San Francisco, CA

6d•$110,000 - $135,000

About The Position

As our Customer Experience (CX) Operations Manager, you will drive the effectiveness and efficiency of our team through data and become a key partner in defining customer experience objectives, strategy, and tactics, and in implementing processes that scale. A successful candidate is highly analytical, skilled at creating processes, and can confidently lead both insight generation and execution. Reporting to our VP Operations, the CX Operations Manager will act as the operations steward for workflows and systems for the VP of CX.

Requirements

Excellent critical thinking skills; ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
Clear communication with excellent written, verbal, and listening skills
Strong leadership and interpersonal skills with an ability to drive cross-functional teams
Strong project management skills focused on driving change in a complex environment
Highly meticulous with detail, ability to manage multiple concurrent projects, and collaborate effectively across multiple departments and meet deadlines
Ability to effectively document processes utilized by CX for new and existing team members
3+ years relevant experience in Customer Experience operations or sales operations
Demonstrated experience rolling out and working with Customer Success Platforms (i.e. Custify, Intercom, Salesforce etc.)
Experience building health and adoption scoring - aggregating data, mapping between systems, and scoring optimization
Proficiency in SQL

Nice To Haves

Salesforce admin-level skills are a bonus

Responsibilities

Collaborating closely with the CX VP and managers to gain insights into our current business growth stage and departmental needs
Monitor and troubleshoot data issues across CX systems (Churnzero, Intercom, Salesforce, BigQuery) — coordinate root cause analysis, and ensure timely resolution to minimize downstream business impact
Partner with Finance and Revenue operations to monitor the entire customer lifecycle (contracting, onboarding, renewals, churn) to identify and address process or insights gaps in the customer journey
Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation
Analyze and improve our Customer Health Score. Leverage strategic score feedback to build on and improve relationship management processes
Build and maintain centralized dashboards for CX functions (Support, Customer Success, Account Management)
Collaborate closely between the Operations team and Product to align infrastructure and ensure CX reporting is accurate, consistent, and accessible
Establishing, maintaining, and enforcing SLAs across Revenue and CX teams