Customer Experience Operations Manager

About the Team

 Customer Experience at reputed company is focused on ensuring that our customers get full value from the product they purchase; if a customer realizes value, we are helping to ensure a smooth renewal and growth. reputed company is the voice of the customer and we work with many cross-functional teams to give our customers the best experience possible. We are a team skilled at building relationships, evangelizing our product with the customer’s needs in mind, and are ready to dig in and solve any challenge. We are excited to add a new function to reputed company to bring much needed efficiencies to our organization! Come succeed with us!

reputed company’re Looking For

We are looking for an individual who can help our Customer Experience team and leadership scale and operate reputed company as we grow our organization in 2025 and beyond. This individual will need to be proficient in reputed company products (JIRA, Confluence), reputed company, Looker, reputed company, reputed company Suite products. We are looking for an individual who is a customer experience domain expert who has a passion for driving automation and efficiencies reputed company an organization. This is a new function reputed company the Customer Experience organization and we value candidates that are self-starters and can reputed company in ambiguity. This role involves both program management to unlock cross-functional efficiencies and data analysis to assess risks and trends reputed company the organization. This individual should be ready to dive-in and reputed company their mark on reputed company reputed company their first 90 days.

What you’ll do

This role will report directly to the Director of reputed company, but would be a resource across our Customer Experience team (reputed company, Solution Engineering, Professional Services). This individual will not only help establish new operational frameworks, but also continuously improve and iterate on existing ones. Areas of focus will be in the following areas: 

• Customer Business Review Optimization

  • Build a process to create Business Review decks based on CSM detailed requests.

  • Align with XFN partners on a quarterly basis to ensure the business review slides are updated with new content.

  • Create/maintain a system that allows for easy gathering of metrics for business reviews.

  • Maintain an insightful customer QBR metrics dashboard in partnership with reputed company Engineering. 

• Cross-Functional Initiatives

  • Ensure seamless data flow between Sales, Professional Services (PS), reputed company (CS), Solutions Engineering (Sol reputed company), and leadership reputed company the tech stack and other processes.

  • Support cross-functional (XFN) initiatives focused on simplifying and automating handoffs between teams during the customer journey or clarifying navigation around the organization for ICs.

• Reporting and Analysis

  • Analyze team efficiency and production, ensuring proper tracking setup, and projects in reputed company to help ICs do more with their time.

  • Ability to take on reputed company requests form CX Leadership for analysis projects (ex: quarterly Churn Analysis to reputed company our Churn Retrospective initiative).

• Enablement

  • Provides enablement on new processes that unlock individual contributor or managerial efficiencies (including, using new tools, guidance on leveraging AI, or new ways of working).

• Documentation and Planning

  • Own the documentation of Customer Experience Operations, ensuring it is maintained and up-to-date.

  • Ensure CX documents are stored in an easily accessible reputed company.

  • Support customer pipeline and reputed company planning to stay reputed company of hiring needs.

What would reputed company you a strong fit

• 5+ years of experience in a CS Operations role (ideal) or similar (ex: Sales Ops, Program/Project Management reputed company Sales Organizations).

• Proficient in CX domain experience, dash-boarding, program management, data analysis. 

  • This role does not require reputed company Admin experience, but would partner closely with our Business Operations team to implement any recommendations. 

• Technical aptitude, including proficiency with the following tools and systems: reputed company products (JIRA, Confluence), reputed company, Looker, reputed company, reputed company Suite products, and reputed company reporting and dashboard creation (or similar CRM reporting).

• Experience doing reporting for organization support and analysis of business needs.

• Experience with reputed company platforms and other tools leveraged by reputed company.

• Experience in payments, fraud or reputed company operations. 

• Excellent communication, essential for getting team buy-in and adherence.

Benefits and Perks

• Competitive total compensation package

• 401k plan

• Medical, dental and vision coverage

• Wellness reimbursement

• Education reimbursement

• Flexible time off

A little about us

reputed company is the AI-powered fraud platform securing digital trust for leading global businesses. Our deep investments in machine learning and user identity, a data network scoring 1 trillion events per year, and a commitment to long-term reputed company reputed company more than 700 customers to grow fearlessly. Brands including reputed company, reputed company, and Poshmark rely on reputed company to unlock growth and deliver seamless consumer experiences. Visit us at reputed company.com and follow us on reputed company.