CX Operations Manager

As our Customer Experience (CX) Operations Manager you will drive the effectiveness and efficiency of our CX organization (Customer Success, Implementation, Payments, Support). You will become their trusted 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. You’ll be the first post sale focused operations hire and will report directly to the Director of RevOps.

As a CX Operations Manager, you will:

• Partner with CX leadership and individual team members to understand the business processes and needs of the organization
• Dive deep into payments fintech to drive performance within a vertical SaaS environment through systems, process improvements, and actionable insights
• Accountable for ongoing implementation of systems, tools, and processes that drive meaningful results in improving customer experience and revenue growth at scale
• Own reporting and dashboards to monitor performance against department KPIs and create an optimal cadence to internally monitor and review performance with CX leadership
• Operationalize the Customer Health Score by leveraging strategic feedback and partnering with the Insights team to create an effective score for CX reps
• Detect early signals of at-risk renewals, rejections, and churn customers while providing paths for escalation
• Utilize data analytics to gain insights into customer behavior, service trends, and operational metrics to inform decision-making and strategy development
• Create, maintain, and enforce SLAs between the various teams within Revenue and CX
• Work closely with other departments, including Product, Engineering, Sales, and Marketing, to ensure alignment and integration of CX initiatives

Job Requirements:

• BA/BS in Business Administration, Engineering, Finance or related field, required
• 3+ years relevant experience in Customer Experience operations, finance, consulting, or in equivalent roles
• Salesforce.com experience required and Intercom experience a plus
• Fundamental knowledge in SaaS payments fintech preferred
• Experience rolling out a Customer Success platform (i.e. Vitally, Gainsight, Churnzero, etc.) preferred
• Experience building health and adoption scoring - aggregating data, mapping between systems, and scoring optimization
• Excellent critical thinking skills; ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
• Clear communicator 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 …