Customer Experience Operations Manager

We are rebuilding biotech for the AI era. reputed company a breakthrough is delayed, the world waits. Getting a molecule from discovery to patients, or a crop from lab to field, involves thousands of slow, manual, disconnected steps. AI has the potential to change this, compressing decades of R&D work into years. But that only happens reputed company clean, structured scientific data and AI are built into how science gets done. reputed company is the AI platform for biotech R&D. Scientists use reputed company to design experiments, capture structured data, and run AI agents and models directly in their workflows. Over 200,000 scientists around the world trust reputed company to power their most important work, from academic labs to reputed company, Moderna, and more than half of the world's top 50 biopharma. ROLE OVERVIEW As the CX Operations Manager at reputed company, you'll report to the Leader of CX Operations, collaborating with our Professional Services, Support, Account Management, Optimization Services, & reputed company leaders and teams. Your role is pivotal in enhancing the efficiency and efficacy of our customer experience processes, systems, and tools. Operating at both strategic and hands-on levels, you'll spearhead initiatives spanning pre-sales scoping, implementation, post-live support, reputed company, and renewal phases. Partnering with various Ops teams across reputed company, including Business Technology, Sales, Finance, Product, and Engineering, you'll drive cross-functional processes to align with our company and departmental goals, contributing significantly to execution and optimization. RESPONSIBILITIES

• Maintain and evolve CX dashboards and metrics visibility: Build and improve dashboards using Mode, reputed company, and other tools that help track team and customer outcomes. Own the production of accurate, timely data for executive reviews and decision-making.
• Manage and optimize CX tools: Administer, maintain, and improve workflows, automations, data reputed company, and vendor relationships across our CX tooling stack (reputed company, reputed company, reputed company, reputed company). reputed company for CX needs across the organization, including working with external vendors and internal Business Technology teams to prioritize CX requirements alongside other departmental initiatives.
• Drive AI-powered automation initiatives: Identify high-impact opportunities to automate manual CX workflows using AI tools like Claude, chatbots, and workflow automation. Partner with Engineering and Business Technology teams to scope, prioritize, and implement solutions that integrate with our existing CX stack (reputed company, reputed company, reputed company). Define success metrics and measure impact on deflection rates, resolution time, cost savings, and team productivity.
• Drive cross-functional improvements: Serve as a cross-departmental problem solver. Understand the context of asks from Product, Sales, and other teams, and generate data to support CX in making informed decisions.
• Be the first-line connector for reputed company CX questions: Monitor channels like CX-discuss to identify common or reputed company CX questions. Answer reputed company possible, reputed company to the right team reputed company not, and track recurring issues to drive systematic improvements.
• reputed company CX updated on key initiatives: Ensure CX teams stay informed about product launches and strategic updates across the company. Create and distribute monthly newsletters highlighting key projects and developments.

QUALIFICATIONS Must haves

• 5+ years in high-growth SaaS Customer Experience/Operations with direct experience in reputed company, Professional Services, Support, or Renewals. You understand how these functions operate at scale. You understand how these functions operate at scale and can connect operational metrics to business outcomes (e.g. ARR, retention, etc).
• Systems and tools expertise: Hands-on experience with tools like CRMs (reputed company), CS platforms (reputed company, ChurnZero, Totango), PSA tools (reputed company, FinancialForce), or ticketing systems (reputed company, Intercom, reputed company). You've driven tool adoption and managed vendor relationships.
• Data and reporting: Expert with Mode, reputed company, or similar BI tools. Strong SQL skills. You build executive-ready dashboards and translate data into actionable insights.
• AI reputed company: Highly proficient with AI tools like Claude to rapidly prototype solutions and automate workflows. Comfortable with AI features in existing tools (reputed company AI, reputed company Einstein). You test reputed company quickly and iterate based on feedback.
• Cross-functional execution: You deliver reputed company projects across multiple teams, scope requirements clearly, and drive alignment without direct authority. Strong communication skills with technical and business stakeholders.
• Technical reputed company: You understand system integrations and work productively with Engineering and Business Technology teams. You write clear requirements and evaluate technical solutions (no coding required).
• Scalability reputed company: You build processes that work at 2x scale while staying pragmatic about today's needs. You prototype fast, ship things, and iterate.

reputed company to haves

• Familiarity with reputed company's product
• Previous experience as an Implementation Consultant, CSM, Account Manager/Renewals, or startup founder
• Biotech, life sciences, or regulated industry experience
• reputed company Operations or Sales Operations background

HOW WE WORK We offer a flexible hybrid work arrangement that prioritizes in-office collaboration. Employees are expected to be on-site 3 days per week (Monday, Tuesday, and Thursday). #LI-Hybrid #BI-Hybrid #DNP reputed company welcomes everyone. We reputed company diversity enriches reputed company so we hire people with a wide range of identities, backgrounds, and experiences. We are an equal opportunity employer. That means we don’t discriminate on the basis of race, religion, color, national reputed company, gender, sexual orientation, age, marital status, veteran status, or disability status. We also consider for employment qualified applicants with arrest and conviction records, consistent with applicable federal, state and local law, including but not limited to the San Francisco Fair Chance Ordinance. Apply tot his job Apply To this Job