Customer Experience Operations Manager - REMOTE
About The Position
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Experience Operations Manager - REMOTE. This role will drive operational excellence within the Customer Experience (CX) organization, acting as a Program Manager and Chief of Staff for the leadership team. You will be instrumental in owning initiatives that enhance efficiency and scalability of customer operations, streamlining processes, and enabling teams through effective training and tooling. As the central hub for CX programs and performance insights, you will ensure clarity in the execution of strategic goals.
Requirements
- 6â8 years of experience in Customer Operations, Program Management, Business Operations, or a similar role in a B2B technology environment.
- Proven experience managing cross-functional initiatives and operational programs.
- Strong experience working with Salesforce, Jira, and Confluence (or similar tools).
- Demonstrated ability to build and scale processes in a growing organization.
- Excellent communication and presentation skills.
- Analytical mindset with experience defining and tracking operational metrics.
- Basic understanding of coding or technical automation (e.g., APIs, scripts, or workflow automation).
- Experience supporting Customer Success, Professional Services, or Support organizations.
- Familiarity with AI tools for automation, reporting, and knowledge management.
Responsibilities
- Lead strategic initiatives for the Customer Experience organization from concept through execution.
- Serve as the program manager for cross-functional CX projects, ensuring milestones, risks, and outcomes are clearly tracked.
- Design and coordinate onboarding and ongoing training programs for CX teams.
- Build and maintain documentation and playbooks to support consistent execution.
- Own CX operational systems and workflows across Salesforce, Jira, and Confluence.
- Identify opportunities to automate processes and reporting to improve team efficiency and data quality.
- Partner with technical teams to implement scalable workflows and integrations.
- Act as chief of staff to CX leadership for strategy execution, metric definition, and performance reporting.
- Build dashboards and reporting frameworks to measure CX organization performance.
- Centralize and track operational issues, risks, and blockers across CX teams.
- Create executive-level presentations and reports summarizing CX performance, risks, and initiatives.
- Leverage AI tools to improve documentation, reporting, and operational workflows.
Benefits
- Competitive salary range of $140,000 to $160,000.
- Opportunity to work remotely.
- Culture of diversity and inclusion.
- Commitment to employee growth and development.
- Innovative work environment leveraging advanced technologies.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
