Senior Customer Experience Operations Specialist

Role overview A senior, technically-minded contributor is needed to advance customer experience roadmap initiatives and automation from idea through delivered, working systems. This is a hands-on builder position that turns ambiguous, early-stage ideas from stakeholders across customer experience, business intelligence, sales, and marketing into concrete project plans, then personally builds the automation, workflow, or integration that brings each one to life. The core focus is forward-looking: spotting where new automation and AI can create leverage across the customer experience organization, scoping it, and shipping it.

Responsibilities - Identify automation and AI opportunities across the customer experience organization, scoping early-stage stakeholder ideas into buildable project plans. - Partner directly with business systems and engineering teams on infrastructure-level builds, making sure new projects solve the right cross-functional problem from the start. - Apply technical depth to existing systems such as Salesforce and Intercom, diagnosing underperforming workflows, writing developer-ready tickets, and rebuilding automation or routing logic when needed. - Collaborate with enablement partners on training, documentation, and change management to drive adoption of new workflows and automations. - Translate customer experience data (NPS, CSAT, retention, support, and success metrics) into actionable recommendations for leadership. - Maintain clear visibility into initiative status, risks, and dependencies, surfacing issues before they escalate and operating as a self-directed driver on assigned projects.

Requirements - 4-6+ years of experience in customer success or experience operations, revenue operations, or business operations within a B2B SaaS environment. - Demonstrated ownership of program or metric outcomes, not process facilitation alone. - Advanced user proficiency with Salesforce and Intercom, including the ability to build reports, dashboards, in-app messaging, surveys, and workflow automations. - Self-directed, outcome-driven working style, comfortable moving roadmap projects forward without heavy oversight. - Strong written and verbal communication skills. - Comfort operating within evolving or undefined processes.

Nice to have - Salesforce Administrator certification. - Survey-building tools such as Delighted or Qualtrics (or similar). - Hands-on experience applying AI tools and technologies to operational workflows. - SQL or business intelligence tool proficiency.

Benefits and work setup - Annual salary range of $90,000 to $110,000. - Multiple medical, dental, and vision plan options, including a company-paid HDHP plan for employees. - Annual bonuses, equity options, and a 401(k) or RRSP with company match. - Flexible time off, paid holidays, and a parental leave program. - Wellness stipends, mental health support, and one-on-one nutrition coaching. - Continuous learning programs, leadership development, professional development funds, and individually focused talent development. - Charitable gift matching, paid volunteer time, and company-sponsored volunteer events. - Virtual and in-person team-building events, recognition programs, and a peer-to-peer appreciation platform.

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