Senior Customer Experience Operations Manager

📋 Description

• Map and maintain the customer journey to identify friction.
• Design and refine processes, SOPs, and playbooks.
• Lead initiatives to streamline workflows and reduce effort.
• Implement automation, integrations, and self-service solutions.
• Define CX metrics and build dashboards for decisions.
• Collaborate with Product, Eng, Sales, and Ops on CX planning.

🎯 Requirements

• Proven experience mapping customer journeys and improving processes.
• Strong analytical skills with dashboards and CX data.
• Hands-on CX tools (Zendesk, Salesforce, ChurnZero, Intercom, Gainsight).
• Strong cross-functional communication and stakeholder management.
• Lead and execute projects from concept to implementation with measurable outcomes.
• Experience implementing automation, routing, or workflow optimization.

🎁 Benefits

• Medical, dental, and vision coverage.
• Unlimited paid time off.
• 401(k) plan with employer contribution.
• Competitive benefits and a flexible, growth-oriented culture.