Customer Experience (CX) Operations Manager

Inn-Flow•Raleigh, NC

26d•Hybrid

About The Position

Inn-Flow is hiring a CX Operations Manager to help build and scale the operational foundation of our Customer Experience organization. This role will report directly to the SVP of CX and sit squarely within the CX team. This is a highly impactful, hands-on role for someone who thrives in fast-growing SaaS environments and loves building systems, processes, and data foundations from the ground up. You’ll play a critical role in modernizing our CX tech stack, strengthening our analytics and reporting capabilities, and enabling CX leaders to operate more efficiently through automation, AI, and data-driven decision-making. This role will initially be a team of one, requiring a strong individual contributor who is excited to roll up their sleeves — with the opportunity to grow into a player-coach and help build a CX Operations team as Inn-Flow scales. This is a hybrid role based in the Raleigh, Durham, Chapel Hill area, with in-office collaboration in Raleigh on Tuesdays and Thursdays.

Requirements

Multiple years of experience in an Operations role within a SaaS business (CX Ops, Support Ops, CS Ops, or similar)
Experience supporting a fast-growing, scaling SaaS organization
Strong understanding of CX platforms, BI and analytics tools, automation tooling, and AI capabilities
Proven experience leading complex system implementations and driving operational change
Strong analytical skills with the ability to translate data into actionable insights
Ability to balance hands-on execution with strategic thinking
Strong communication and stakeholder management skills, with the ability to influence cross-functionally
Comfort operating in ambiguity and building structure where it doesn’t yet exist

Nice To Haves

Experience with tools such as Intercom, HubSpot, Fin AI, Snowflake, Sigma, Zapier, or similar platforms
Experience building or scaling CX Operations functions from the ground up
Experience partnering closely with data teams on reporting and analytics
Strong change management skills and a track record of driving adoption across teams
A builder mindset — you enjoy creating systems, processes, and foundations that scale
Leadership potential and interest in growing into a player-coach role over time

Responsibilities

Lead the migration of our support platform from Freshdesk to a new platform, including implementation, configuration, testing, and rollout
Own the rollout and ongoing optimization of AI chat experience, identifying opportunities to increase automation and improve customer experience
Assess, implement, and optimize CX systems and tools to support scale, efficiency, and a high-quality customer experience – including the near-term assessment, and potential implementation, of a new Customer Success platform
Establish a strong, system-driven foundation for CX reporting and analytics
Partner closely with the Data team to leverage Snowflake and Sigma to support CX insights, dashboards, and reporting
Design and maintain reporting that enables CX leaders to track performance, identify trends, and make data-driven decisions
Streamline CX workflows and processes, reducing manual effort through automation and better system design
Identify and expand opportunities to leverage AI across CX operations
Partner cross-functionally with Product, Engineering, Data, and other teams to drive alignment and execution
Support CX leaders with operational enablement, change management, and adoption of new tools and processes
Work with the SVP of CX to faciliate Monthly and Quarterly Business Reviews
Support CX leaders with systems and data needs to facilitate the Voice of the Customer program
Help define the future state of CX Operations at Inn-Flow and, over time, grow into a leadership role as the team expands

Benefits

Health, dental, and vision insurance
Short-Term Disability & Life Insurance
401(k) with a generous employer match
Flexible vacation and PTO
Paid holidays plus a floating holiday
Paid volunteer time
Hybrid work schedule with in-office collaboration on Tuesdays and Thursdays in our Raleigh office (remote Mondays, Wednesdays, and Fridays)
A beautiful, modern office in downtown Raleigh
Employer-paid monthly parking
Monthly team socials and regular celebrations
Quarterly all-hands meetings
A culture rooted in recognition, collaboration, and growth
Smart, kind, and genuinely fun people who care about their work - and each other