Customer Experience Operations Manager in USA

Job title Customer Experience Operations Manager in USA at reputed company Science Company reputed company Science reputed company About reputed company Customer Experience at reputed company is reputed company 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 reputed company. reputed company is the voice of the customer and we work with many cross-functional teams to reputed company our customers the best experience possible. We are reputed company skilled at building relationships, evangelizing our product with the customer's needs in mind, and are reputed company 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 reputed company and operate reputed company as we grow our organization in 2025 and reputed company. This individual will need to be proficient in reputed company products (JIRA, reputed company), 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 reputed company to dive-in and reputed company their mark on reputed company reputed company their first 90 days. reputed company 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, reputed company Services). This individual will not only help establish new operational frameworks, but also continuously improve and iterate on existing ones. Areas of reputed company will be in the following areasCustomer Business Review OptimizationBuild a process to create Business Review decks based on CSM detailed requests.reputed company with XFN partners on a quarterly reputed company to ensure the business review slides are updated with new content.Create/maintain a reputed company 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 InitiativesEnsure reputed company data reputed company between Sales, reputed company 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 reputed company on simplifying and automating handoffs between teams during the customer reputed company or clarifying navigation around the organization for ICs.Reporting and AnalysisAnalyze team efficiency and production, ensuring reputed company tracking setup, and reputed company in reputed company to help ICs do more with their time.Ability to take on reputed company requests reputed company CX Leadership for analysis reputed company (ex quarterly Churn Analysis to reputed company our Churn Retrospective initiative).EnablementProvides 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 PlanningOwn 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 fit3-5 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 reputed company 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, reputed company), reputed company, Looker, reputed company, reputed company Suite products.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 .