Customer Experience Operations Manager

Role overview Own the systems and processes that help a customer experience team operate effectively as business needs evolve. The role combines Salesforce administration, operational problem solving, cross-functional project leadership, and practical use of AI to improve workflows.

Responsibilities - Turn business needs into prioritized workflows and scalable system improvements. - Prototype AI-supported processes for tasks such as call summaries, account health, renewal risk, and ticket routing, then put effective solutions into production. - Assess AI features in customer and sales tools, deciding what to adopt, configure, or leave aside. - Troubleshoot Salesforce and other go-to-market systems, and build and maintain Salesforce automations, reports, and flows. - Create reusable prompts and templates, document processes, and maintain a dependable source of operational guidance. - Lead cross-functional projects by defining scope, aligning stakeholders, and keeping work focused on impact.

Requirements - 2–4 years in customer experience, revenue operations, or go-to-market operations, ideally in SaaS. - Practical Salesforce administration experience, including flows, automations, and reporting. - Strong troubleshooting skills and the ability to turn business problems into system solutions. - Proficiency with Google Sheets and basic SQL, plus the ability to learn additional tools. - Experience managing projects with multiple stakeholders, documenting processes, and balancing priorities. - Hands-on use of large language models for operational work, with prompt design and output evaluation skills; sound judgment about when to use AI versus a deterministic workflow.

Nice to have - Familiarity with customer experience and sales enablement platforms, automation or integration tools, or product-led growth teams. - Experience in a fast-growing environment where priorities change quickly.

Benefits and work setup The role supports remote work. Full-time benefits include flexible paid time off, employer-paid health plan options, dental and vision coverage, equity, a 401(k) match, and a monthly wellness stipend.