Senior Manager, CX Operations

ClickUp

About The Position

At ClickUp, we’re not just building software. We’re architecting the future of work! In a world overwhelmed by work sprawl, we saw a better way. That’s why we created the first truly converged AI workspace, unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI, empowering millions of teams to break free from silos, reclaim their time, and unlock new levels of productivity. At ClickUp, you’ll have the opportunity to learn, use, and pioneer AI in ways that shape not only our product, but the future of work itself. Join us and be part of a bold, innovative team that’s redefining what’s possible! 🚀 At ClickUp, we’re not just building software. We’re architecting the future of work! In a world overwhelmed by work sprawl, we saw a better way. That’s why we created the first truly converged AI workspace, unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI, empowering millions of teams to break free from silos, reclaim their time, and unlock new levels of productivity. At ClickUp, you’ll have the opportunity to learn, use, and pioneer AI in ways that shape not only our product, but the future of work itself. Join us and be part of a bold, innovative team that’s redefining what’s possible! 🚀 We're looking for a Senior Manager, CX Operations to join our team as the trusted business partner to our global Head of Support and CX. The ideal candidate will be an AI-native, data-driven operator who thrives in solving complex problems and delivering the post possible customer experience. The Senior Manager will focus on Support functions spanning day to day customer touchpoints, white glove dedicated service models, customer retention activities, product feedback loops, and proactive customer adoption and expansion playbooks. You will drive the rhythm of business for our Support leadership by unlocking data insights, inspecting performance, forecasting customer needs and internal capabilities, and influencing strategic decisions. You'll also continuously innovate and enhance our technology automation and AI solutions to deliver compelling customer support experience at global scale. This role will represent our stakeholder teams in cross-company projects and initiatives centered on accelerating customer growth and revenue retention while maintaining operational efficiency. This CX Operations leadership role is a career-defining opportunity to join a hyper-growth, industry-defining innovator and shape a function that will have a wide-reaching impact across our company and our customers. We're in need of a highly driven builder to blend strategic planning with rigorous execution across all aspects of our business processes, achieving operational excellence through automation and AI. If this sounds like the next adventure for you, please apply now!

Requirements

8+ years in an Operations and/or Strategy role focused on Customer Support, Customer Experience, Customer Success, or similar functions
Deep knowledge of support methodology, processes, tools, and metrics
Track record of leading technology-enabled business process transformations, with an emphasis on strategic application of AI (e.g., ChatGPT, Claude, Gemini) and automation tools and techniques (e.g., Retool, Zapier, Make)
Expert in managing and analyzing data, including building ad hoc reports and spreadsheet models as well as leveraging business intelligence tools to create executive dashboards
Experience with managing budgets, running a forecasting cadence, and performing variance analysis
Effective at engaging and influencing executive stakeholders, building consensus, and driving collaborative change
Demonstrated leadership role in building/scaling teams and workflows, preferably in a customer-facing or operations function
Direct experience with a SaaS business model, customer journey and core KPIs in a high-growth, global environment
Proficient with Salesforce, ClickUp, ZenDesk or comparable platforms
Strategic thinker with a bias for action—hands-on, scrappy, and able to take projects to the finish line
Exhibits extreme accountability and ownership, with an obsession for continuous improvement and mastery of your craft

Responsibilities

Identify operational bottlenecks and design scalable solutions by utilizing a mix of process improvements, automation, and AI-driven tools to revolutionize our critical business processes and increase team productivity
Extract key business insights from qualitative and quantitative data, identify risks and opportunities and create programs to mitigate long-term issues and drive more revenue and higher customer retention
Promote a culture and methodology for rapid innovation and experimentation across playbooks to drive customer retention and expansion outcomes via the support experience
Drive the adoption of new tools and processes, including AI and automation platforms, to drive productivity
Synthesize the customer support experience and overall trends to drive cross-functional alignment with teams including Sales, Product & Engineering, Customer Success, and Finance
Lead and execute strategic initiatives to optimize and transform customer experience and internal collaboration processes
Drive annual planning, budgeting, capacity modeling, forecasting, and monthly/quarterly business review functions

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