Customer Experience Operations & Intelligence Lead

ServiceCore • Denver, CO

1d • $100 - $125 • Hybrid

About The Position

ServiceCore is scaling its Customer Experience organization and is hiring a CX Operations & Intelligence Lead to own how CX operates at scale. Reporting to the Head of CX Operations, this is a senior individual contributor role responsible for building and running the operating systems, data foundation, metrics, and workflows that power Customer Success, Implementation, and Support. This role sits at the intersection of strategy, execution, data, and tooling and has direct impact on customer outcomes and retention. You will take ambiguous, high-impact problems, bring structure and clarity, and drive them through execution. You will partner closely with CX leadership and cross-functional teams to ensure CX initiatives are measurable, durable, and tied to real customer and business outcomes. You will play a central role in executing our AI strategy by embedding intelligence directly into CX workflows so insights automatically drive action. The goal is to make CX work easier, more consistent, and more predictive as the business scales. This role is ideal for a senior CX or SaaS operations leader who wants meaningful ownership without people management. This is a great opportunity to work with an amazing hybrid office/WFH team based in Denver, CO.

Requirements

• Bachelor’s degree in Business, Management, Information Systems, or a related field. Master’s degree preferred.
• 3+ years of experience in CX Operations, RevOps, BizOps, or a comparable SaaS operations role.
• Demonstrated ownership of complex, cross-functional initiatives from concept through execution and sustained adoption.
• Strong analytical and problem-solving skills, with the ability to bring structure to ambiguous problems and make sound tradeoffs.
• Hands-on experience owning and operating CX platforms and CRM systems such as ChurnZero or Gainsight, Salesforce, and product usage or analytics tools.
• Experience defining, building, and operationalizing metrics that drive behavior change and decision-making.
• Proven ability to partner with senior stakeholders and influence teams you do not directly manage.
• Experience evaluating, implementing, and scaling new tools, automation, and AI-enabled capabilities to improve operational execution.
• Comfort operating as a senior individual contributor with high ownership, accountability, and limited oversight.

Responsibilities

• Own CX execution at scale
• Translate CX goals into clear operating plans, scalable programs, and repeatable workflows across Customer Success, Implementation, and Support.
• Own complex CX initiatives end-to-end, from problem definition through launch, adoption, and ongoing measurement.
• Identify breakdowns in execution, alignment, or accountability and drive them to resolution.
• Bring structure, options, and recommendations to ambiguous problems and support CX leadership in making informed tradeoffs.
• Own CX systems and data
• Own and optimize CX systems and data flows including ChurnZero, Salesforce, Pendo, Gong, and supporting analytics tools.
• Ensure data integrity, consistency, and alignment across CX, Finance, Product, and GTM teams.
• Act as the steward of CX system health and data quality, proactively identifying and fixing issues before they impact execution.
• Define how CX systems are used, connected, and governed as the organization scales.
• Reporting, insights, and decision support
• Define, build, and maintain CX metrics, dashboards, and reporting that support day-to-day execution and leadership decision-making.
• Surface customer risk, expansion opportunity, adoption gaps, and operational inefficiencies through data and signal analysis.
• Translate insights into clear recommendations and actions, not just dashboards or analysis.
• Ensure CX metrics are trusted, consistently used, and embedded into how teams operate.
• AI-powered CX execution
• Execute the CX AI strategy by embedding intelligence directly into CX workflows so insights automatically drive action.
• Evaluate, implement, and operationalize AI-enabled tools that reduce manual work and improve consistency, speed, and signal quality.
• Partner with CX leaders to identify where AI can meaningfully improve preparation, documentation, follow-ups, prioritization, and early risk detection.
• Ensure AI capabilities are practical, adopted by teams, and tied to measurable outcomes.
• Cross-functional partnership and scale
• Partner closely with leaders across Product, Sales, Finance, and Engineering to ensure CX initiatives are aligned and integrated.
• Serve as a trusted execution partner to CX leadership by providing clarity, rigor, and follow-through.
• Influence without authority and push back when needed to protect customer outcomes and operational integrity.
• Continuously evaluate and improve CX workflows to reduce friction, prevent process drift, and support growth at higher scale and complexity.

Benefits

• 14 Company Holidays in addition to Unlimited PTO
• Healthcare, dental and vision insurance with generous employer contributions
• 401K w/ match
• Equity Appreciation Plan (units granted upon hire)
• Regular lunches and a fully-stocked kitchen (if in Denver)
• Bi-weekly Grubhub lunch stipend for remote folks
• Company-provided hardware of your choice/configuration
• A Strong Company Culture that Lives by Our Core Values - Love our Customers, Be Real, Give a Shit, Deliver Results, and Keep it Fun.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees