Customer Experience Operations

Jobgether

2d•$140,000 - $160,000•Remote

About The Position

This role offers the opportunity to drive operational excellence and strategic initiatives across a fast-growing customer experience organization. You will serve as a central hub for programs, systems, and performance insights, ensuring teams are enabled, processes are scalable, and operational metrics are transparent. Acting as both a program manager and chief of staff for CX leadership, you will influence cross-functional projects, improve workflows, and leverage technology and automation to enhance efficiency. The ideal candidate thrives in a dynamic environment, balancing execution with strategic thinking, and is passionate about creating seamless experiences for both teams and customers.

Requirements

6â8 years of experience in Customer Operations, Program Management, Business Operations, or related roles in B2B technology environments
Proven experience managing cross-functional initiatives and operational programs
Strong proficiency with Salesforce, Jira, Confluence, or similar tools
Demonstrated ability to design, implement, and scale processes in a growing organization
Analytical mindset with experience defining, tracking, and reporting operational metrics
Excellent communication, presentation, and stakeholder management skills
Basic technical understanding for automation, APIs, scripts, or workflow tools
Familiarity with supporting Customer Success, Professional Services, or Support teams

Nice To Haves

Experience leveraging AI tools for documentation, reporting, and workflow optimization is a plus

Responsibilities

Lead and manage strategic CX initiatives from concept to execution, ensuring milestones, risks, and outcomes are clearly tracked
Serve as program manager for cross-functional CX projects, coordinating teams and stakeholders effectively
Design, deliver, and maintain onboarding and ongoing training programs for CX teams
Build and maintain documentation, playbooks, dashboards, and reporting frameworks to improve operational visibility and consistency
Own and optimize CX operational systems and workflows across tools such as Salesforce, Jira, and Confluence
Identify opportunities to automate processes and reporting, enhancing efficiency, data quality, and team productivity
Act as chief of staff to CX leadership, supporting strategy execution, metric tracking, performance reporting, and executive presentations
Centralize operational issues, risks, and blockers, ensuring visibility, ownership, and resolution