Senior Customer Experience Operations Specialist

8am

11d • $90,000 - $120,000

About The Position

8am is looking for a technically-minded, senior individual contributor to drive new CX roadmap initiatives and automation from idea through delivered, working systems. This is a hands-on builder role, you scope ambiguous, early-stage ideas from stakeholders across CX, BI, Sales, and Marketing into concrete, buildable project plans, then personally build the automation, workflow, or integration that brings each one to life.
You bring the same technical depth to new builds as to existing systems: when a workflow underperforms, you know why, and you can write the ticket or rebuild the logic yourself. But the core of this role is forward-looking, identifying where new automation and AI can create leverage across the CX org, scoping it, and shipping it. You partner directly with Business Systems and Engineering on infrastructure-level builds, and with BI, Customer Operations, Sales, Finance, and Marketing to make sure new projects solve the right cross-functional problem from the start.

Requirements

• 4-6+ years of experience in Customer Success/Experience Operations, Revenue Operations, or Business Operations
• Demonstrated ownership of a program or metric outcome, not process facilitation alone, in a B2B SaaS environment
• Proficiency with Salesforce and Intercom as an advanced user, able to build reports, dashboards, in-app messaging, surveys, and workflow automations
• Self-directed and outcome-driven, able to move roadmap projects forward without heavy oversight
• Strong written and verbal communication skills
• Comfort operating within evolving or undefined processes

Nice To Haves

• Salesforce Administrator certification
• Intercom experience
• Survey-building tools (e.g., Delighted, Qualtrics, or similar)
• In-app messaging platforms
• Hands-on experience applying AI tools to operational workflows
• SQL or BI tool proficiency
• Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation.

Responsibilities

• Identify where new automation and AI can create leverage across the CX org, and scope early-stage ideas from stakeholders across CX into concrete, buildable project plans
• Partner directly with Business Systems and Engineering on infrastructure-level builds for new initiatives, ensuring new projects solve the right cross-functional problem from the start
• Bring technical depth to existing systems (e.g. Salesforce, Intercom) as needed, diagnosing underperforming workflows, writing developer-ready tickets, and rebuilding automation or routing logic when required
• Partner with Enablement to increase adoption of new workflows and automations, training, documentation, and change management for end users
• Convert CX data (NPS/CSAT, retention, support and success metrics) into actionable recommendations for leadership
• Maintain clear, current visibility into initiative status, risks, and dependencies for stakeholders, surfacing issues before they escalate
• Operate as a self-directed driver on assigned initiatives, surfacing blockers and aligning stakeholders without needing to be chased

Benefits

• Health Insurance Coverage: medical, dental, and vision plans, including a 100% company-paid HDHP plan for employees.
• Financial perks: competitive compensation and benefits package including annual bonuses, equity options and 401(k) or RRSP if in Canada, with a company match for all team members.
• Time for what matters: Flexible Time Off, paid holidays, and a parental leave program for new parents.
• Wellness: Wellness stipends, mental health support, and one-on-one nutrition coaching.
• Learning and Development: Continuous learning through 8am.edu, leadership programs, professional development funds, and individually focused talent development.
• Giving back to the communities around us: Participate in our charitable matching gift program, paid time off for volunteer service, and company-sponsored volunteer events (both local and virtually).
• Engagement: Virtual and in-person team-building events, quarterly award recognition through our Rise & Shine Award of Excellence Program, and our peer-to-peer appreciation platform.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed