CX Strategy & Operations Manager

LogicMonitor•Austin, TX

9h•$104,265 - $130,305•Hybrid

About The Position

The Customer Experience (CX) Strategy & Operational Excellence team partners with Customer Experience leadership to support strategy execution, modernize operations, and accelerate business outcomes through data, AI, operational excellence, and cross-functional execution. We develop scalable processes and operating rhythms, support organizational alignment, and enable Technical Support, Professional Services, and Customer Success to deliver exceptional customer outcomes while supporting LogicMonitor's growth objectives. The Business Strategy & Operations Manager, CX serves as a strategic business partner to Customer Experience leadership, leading and contributing to key operational initiatives that improve organizational performance, operational maturity, and executive decision making. This role is responsible for implementing and continuously improving AI-enabled workflows, data-driven insights, standardized operating rhythms, and scalable business processes. This individual partners closely with Technical Support, Professional Services, Customer Success, Revenue Operations, Product, Finance, and other cross-functional leaders to drive operational excellence and continuous improvement within supported Customer Experience functions.

Requirements

6+ years in Strategy & Operations, Business Operations, Revenue Operations, Consulting, Customer Experience Operations, or a related strategic function.
Experience supporting executive leadership within SaaS, enterprise software, or customer-facing organizations.
Demonstrated success leading substantial cross-functional initiatives without direct authority.
Experience building scalable operational frameworks and driving organizational transformation.
Strong strategic thinking with the ability to translate business objectives into operational execution.
Experience defining business metrics, KPIs, forecasting models, and executive dashboards.
Ability to influence senior leaders through data, business insights, and recommendations.
Experience facilitating executive operating rhythms including QBRs, planning cycles, and business reviews.
Strong analytical capabilities with experience using BI platforms such as Power BI, Looker, Tableau, or similar.
Demonstrated ability to leverage AI to improve operational efficiency, automate workflows, accelerate analysis, and enhance decision making.
Passion for modernizing business operations through AI, automation, and emerging technologies.
Strong written and verbal communication skills, with the ability to communicate effectively with senior and executive stakeholders
Highly collaborative with the ability to influence across organizations without direct authority.
Systems thinker who proactively identifies opportunities to improve business performance.
Comfortable navigating ambiguity, challenging the status quo, and driving organizational change.
Demonstrated ownership, curiosity, and continuous improvement mindset.

Responsibilities

Serve as a Strategy & Operations partner for Technical Support and Professional Services leadership.
Translate established business priorities into scalable operational plans and solutions that improve customer outcomes and organizational performance.
Support strategic planning, quarterly business reviews (QBRs), V2MOM execution, executive reporting, and business operating cadences.
Identify operational improvement opportunities and provide recommendations to functional leadership.
Develop and maintain KPI frameworks, executive dashboards, and forecasting models that enable data-driven decision making.
Establish trusted data sources and governance within supported Customer Experience functions
Deliver actionable insights that support investment decisions, resource planning, and business strategy.
Coordinate operational reporting and performance reviews for executive leadership.
Partner with Professional Services leadership to improve operational maturity through forecasting, capacity planning, performance management, and standardized operating processes.
Support initiatives that contribute to service offering evolution, customer adoption, delivery consistency, and revenue growth.
Build scalable mechanisms that allow leaders to focus on customer outcomes rather than operational administration.
Champion AI adoption within supported Customer Experience functions by identifying opportunities to modernize workflows, automate manual processes, and improve organizational productivity.
Leverage AI to enhance reporting, documentation, analysis, planning, and operational execution.
Partner with cross-functional teams to identify emerging AI capabilities that improve customer and employee experiences.
Promote best practices and increase AI fluency across Customer Experience teams.
Lead cross-functional strategic initiatives from concept through execution.
Standardize business processes, operating rhythms, and governance across Customer Experience.
Identify operational inefficiencies and implement scalable solutions that improve consistency and execution.
Drive continuous improvement initiatives focused on measurable business outcomes.
Build strong partnerships across Revenue Operations, Finance, Product, Customer Success, Sales, and Engineering.
Provide senior leaders with data, recommendations, and business insights to support decision making.
Facilitate alignment across organizations to ensure consistent execution of Customer Experience priorities.