The Client Experience Operations Manager is responsible for designing and administering systems that power client-facing experiences. This role will own the operational backbone of Customer Experience, partnering closely with Service, Account Management, and key client stakeholders.
Requirements
- Administer and optimize Salesforce Service Cloud, including case management, automation, routing, entitlements, SLAs, and reporting.
- Own the configuration and ongoing administration of Zoom Contact Center to support voice and digital client interactions.
- Design and maintain CX workflows that create frictionless, intuitive experiences for clients and internal teams.
- Implement and support AI-driven service capabilities to improve efficiency and client outcomes.
- Ensure accurate capture and reporting of service and interaction data to support performance management and continuous improvement.
- Support the rollout of new service tools, features, and integrations across the CX tech stack.
- Document CX processes, system configurations, and best practices to support scale and consistency.
Benefits
- Competitive Salary
- 100% Company-Paid Premiums for Employee’s Medical Health (HDHP 4500), Vision, and Dental Plans + $4,400 company sponsored contribution into an HSA
- Short-term and Long-term Disability
- Life Insurance
- 401k Matching
- Work from Anywhere within the US
- Flexible PTO
- 100% Paid Parental Leave
- Post-Parental Leave Program - $5k stipend to assist with expenses, 4 week 100% paid ‘Ease-Back’ return to work transition period
- Charitable donation matching
