Senior Manager, CX Operations

Drive operational excellence and customer experience through AI and automation.

• •The Senior Manager, CX Operations will focus on Support functions, customer retention, and AI-driven solutions.
• •Key Responsibilities Identify operational bottlenecks and design scalable solutions Extract key business insights from data and create programs to mitigate issues Promote a culture of innovation and experimentation Drive the adoption of new tools and processes Synthesize customer support experience to drive cross-functional alignment Lead strategic initiatives to optimize customer experience Drive annual planning, budgeting, and forecasting functions Requirements 8+ years in Operations and/or Strategy role focused on Customer Support or similar functions Deep knowledge of support methodology, processes, tools, and metrics Track record of leading technology-enabled business process transformations Expert in managing and analyzing data Experience with managing budgets and performing variance analysis Effective at engaging and influencing executive stakeholders Demonstrated leadership role in building/scaling teams and workflows Direct experience with a SaaS business model Proficient with Salesforce, ClickUp, ZenDesk or comparable platforms Strategic thinker with a bias for action Exhibits extreme accountability and ownership