OPERATIONS MANAGER, CUSTOMER EXPERIENCE

BearCom•Garland, TX

7d•Remote

About The Position

The Operations Manager – Customer Experience is responsible for overseeing the end-to-end customer journey, managing support operations, and driving continuous improvement across all customer-facing processes. This role ensures strong performance against customer KPIs while working cross-functionally with Sales, Marketing, Product, and Technology teams.

Requirements

At least 5 years of experience in project management, with a proven track record of delivering complex, multi-stakeholder initiatives on time and within scope.
Experience using project management tools such as Asana, Monday.com, Jira, or equivalent.
Demonstrated ability to manage multiple concurrent projects while maintaining quality and meeting deadlines.
Minimum 5 years of direct experience managing customer support KPIs and customer experience operations.
Hands-on experience tracking and improving NPS, CSAT, Utilization, CES, and Churn Rate.
Proven history of building or improving customer support workflows, escalation paths, and feedback loops.
Experience working in a role that required cross-functional collaboration across departments such as Sales, Marketing, Product, and Technology.
Analytical skills: Ability to interpret data trends and translate them into actionable strategies using Excel, BI tools, or CRM reporting dashboards.
Project management: Proven ability to lead projects, manage timelines, and drive accountability across teams; PMP or similar certification is a plus.
Empathy and communication: Strong ability to understand customer needs and communicate effectively across all levels of the organization, from frontline agents to C-suite.
Problem-solving: Proactively identifies root causes of customer issues and implements scalable solutions to improve the overall experience.
Technical proficiency: Familiarity with CRM platforms such as Salesforce and HubSpot, survey tools such as Qualtrics and SurveyMonkey, and project management software.
Leadership: Demonstrated ability to lead a team, drive performance, and foster a culture of continuous improvement.
All candidates must be authorized to work in the United States.

Nice To Haves

Master's degree or MBA is preferred but not required.
PMP (Project Management Professional) or equivalent certification is a plus.

Responsibilities

Analyze the entire customer lifecycle to identify friction points and opportunities for improvement.
Document key touchpoints from onboarding through renewal or churn.
Prioritize improvements based on their impact on NPS and CSAT scores.
Use tools such as Qualtrics and SurveyMonkey to gather, analyze, and act on customer feedback.
Build and maintain regular NPS and CSAT dashboards for leadership review.
Identify trends, segment customer feedback by product line or region, and generate actionable insights.
Design and implement initiatives to improve customer satisfaction (CSAT) and reduce churn rates.
Set quarterly improvement targets with clear owners and timelines.
Report on initiative progress to senior leadership on a monthly basis.
Partner with Sales, Marketing, and Product teams to ensure a consistent brand voice and customer-centric approach across all touchpoints.
Lead or participate in regular cross-functional meetings to align on customer experience priorities.
Oversee CRM systems (for example Salesforce or HubSpot) to ensure accurate and up-to-date customer data.
Identify gaps in technology capabilities and recommend improvements or integrations.
Ensure team members are trained and proficient in all customer-facing tools.
Own day-to-day management of customer support activities and KPI performance.
Monitor response times, resolution rates, and customer satisfaction scores on a weekly basis.
Build and maintain escalation processes to ensure timely issue resolution.
Coach support team members and drive performance improvement through regular reviews.
Act as an internal customer advocate, representing the voice of the customer in strategic discussions.
Build strong relationships with key customer accounts to support retention and loyalty.