Customer Experience Operations Manager

We're looking for a Customer Experience Operations Manager to drive the effectiveness and efficiency of our team through data and become a key partner in defining customer experience objectives, strategy, and tactics, and in implementing processes that scale. We believe in people first, curiosity, and empathy.

Requirements

• Collaborating closely with the CX VP and managers to gain insights into our current business growth stage and departmental needs
• Monitor and troubleshoot data issues across CX systems (Churnzero, Intercom, Salesforce, BigQuery)
• Partner with Finance and Revenue operations to monitor the entire customer lifecycle (contracting, onboarding, renewals, churn)
• Analyze and improve our Customer Health Score
• Build and maintain centralized dashboards for CX functions (Support, Customer Success, Account Management)
• Establishing, maintaining, and enforcing SLAs across Revenue and CX teams

Benefits

• 100% premium coverage on our healthcare plans for employees and their families
• Dental & vision coverage for employees and families
• New laptop & equipment
• Wellness Stipend