Senior Customer Experience Operations Manager

Definitive Healthcare, US•Framingham, MA

22h

About The Position

We are looking for a Senior Customer Experience Operations Manager to build and optimize the systems, processes, and insights that power our customer experience function. You will shape how customers move through the journey, reduce friction, and ensure our teams have the tools, data, and workflows needed to deliver exceptional experiences at scale. This role blends operations, analytics, and strategic problem-solving and is ideal for someone who is passionate about improving processes, enabling teams, and championing the voice of the customer.

Requirements

Proven experience mapping customer journeys and improving processes.
Strong analytical skills with experience building dashboards and working with CX data.
Hands-on experience with CX tools (e.g., Zendesk, SalesForce, ChurnZero, Intercom, Gainsight, or similar).
Strong cross-functional communication and stakeholder management skills.
Ability to lead and execute projects from concept through implementation with measurable outcomes.

Nice To Haves

Experience implementing automation, routing, or workflow optimization.
Familiarity with customer feedback systems and closed-loop processes.
Experience with SQL or BI tools (Sigma, Tableau, Power BI).
Background in a high-growth SaaS, e-commerce, or service-driven environment.

Responsibilities

Map and maintain the customer journey across all touchpoints to identify friction points and improvement opportunities.
Design, standardize, and continuously refine processes, SOPs, and playbooks to increase consistency and efficiency.
Lead initiatives that streamline workflows, eliminate bottlenecks, and reduce customer effort.
Implement automation, integrations, and self-service solutions that enhance speed and scalability.
Build a structured system to collect, organize, and analyze customer feedback from surveys, support interactions, product usage, and other channels.
Partner with Product, Engineering, and cross-functional teams to turn insights into actionable improvements.
Maintain a closed-loop feedback process—tracking issues, implementing solutions, and measuring impact.
Promote a culture of continuous improvement and customer centricity across the organization.
Define, track, and report on key CX metrics (e.g., CSAT, NPS, CES, SLAs, churn/retention, FCR).
Build dashboards that provide visibility into performance and support data-driven decision-making.
Analyze trends and root causes to guide strategic improvements in the customer journey and support model.
Ensure data integrity and record ownership across tools, systems, and channels.
Own the CX tech stack and CX needs and processes within the broader GTM tech stack (e.g. Salesforce, SalesLoft, Matik, ChurnZero).
Partner with broader Sales Ops and IT to bring needs to life.
Coordinate with enablement teams to train users and ensure adoption of new tools and workflows.
Evaluate, implement, and optimize tools to improve operational efficiency and customer experience.
Ensure systems are scalable, reliable, and aligned with CX operational needs.
Work closely with Product, Engineering, Sales, Marketing, and Operations to ensure CX is integrated into company-wide planning and decision-making.
Advocate for customer needs and ensure the “voice of the customer” informs product and policy decisions.
Develop training materials, SOPs, and knowledge resources that empower CX teams.
Collaborate with Training & Enablement teams to facilitate the onboarding of new team members, ensuring they have the tools and knowledge needed to excel.