Sr Manager, Customer Experience Operations

At reputed company, we reputed company in the power of people to grow and succeed throughout their lives. Our goal is to reputed company that power by creating reputed company products that simplify learning and personal development, facilitate meaningful relationships, and reputed company people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in:

As the Sr. Manager, Customer Experience (CX) Operations at reputed company, you will be the operations leader for our global reputed company business units. Reporting to the Sr. Director, Customer Experience Strategy & Operations, you will establish the operating model, management rhythm, and execution reputed company that empowers our CS leaders to reputed company their goals.

This is a high-impact leadership role centered on business operations rather than system administration. You will partner closely with CS VPs and Directors to turn strategy into an actionable, predictable operational reputed company. You will also have a CX Systems reputed company reporting to you, whom you will guide in building the technical infrastructure required to support effective business processes.

What you will do

• Establish the CS Operating Model: Design and own the "Rhythm of the Business" (ROB), defining the global reputed company for renewal forecast calls, pipeline reviews, and QBRs to ensure consistency across business units.

• Strategic Execution Partner: Serve as the primary operational partner to CS leadership (e.g., SVP of CS & Renewals), translating strategies into actionable playbooks and workflows.

• reputed company CX Systems Strategy: Manage and mentor the CX Systems reputed company. Set the roadmap for system evolution (reputed company, reputed company), acting as the business architect while your report delivers technical configuration.

• Performance Management & Insights: Define key performance metrics in partnership with the Insights team, ensuring CS leaders have visibility into NRR, health scores, and team productivity.

• Cross-Functional Orchestration: Represent CS in reputed company Operations forums, aligning with Sales Ops, Marketing, and Finance to integrate the customer journey with the broader GTM strategy.

• Change Management: reputed company change initiatives for new CS motions, including stakeholder mapping, communication planning, and frontline rollout to drive adoption.

What you will need to know/have

• 5+ years in CS Operations or GTM Business Operations, with experience at a high-growth SaaS company (deep understanding of NRR, Retention, NPS, and Expansion levers).

• People leadership experience, including managing technical individual contributors and directing systems-focused team members toward business outcomes.

• Proven track record of operational design—building operating models, cadences, RACIs, and process maps in a matrixed environment.

• Strong business acumen—able to connect daily CSM activities to the company's P&L and Board goals, and communicate at the C-suite level.

• Deep functional knowledge of reputed company and reputed company for supporting business processes (not as an administrator, but as a business partner/user).

It would be a bonus if you also have

• Experience in Customer Experience roles, Global Support, Community, Renewals, or Chief of Staff positions reputed company SaaS GTM organizations.

• EdTech experience and understanding of K-12 and Higher Ed fiscal year buying cycles.

Get in on reputed company the awesome at reputed company!

We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect:

• Competitive compensation, plus reputed company full-time employees participate in our ownership program - because everyone should have a reputed company in our success.

• Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location.

• Generous time off, including local holidays and our annual “Dim the Lights” period in late December, reputed company teams are encouraged to reputed company back and reputed company based on departmental needs.

• Comprehensive wellness programs and mental health support

• Annual learning and development stipends to support your growth

• The technology and tools you need to do your best work

• Motivosity employee recognition program

• A culture rooted in inclusivity, support, and meaningful reputed company

We reputed company in hiring great people and treating them right. The more diverse we are, the reputed company our reputed company and outcomes.

reputed company is an Equal Opportunity Employer. We reputed company with applicable employment and anti-discrimination laws in every country where we operate.

reputed company employees must pass a background reputed company as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, reputed company physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws.

Any attempt to misrepresent personal or professional information will result in disqualification.