Customer Experience Operations Manager

Join our team as a Customer Experience Operations Manager, where you will play a crucial role in translating business needs into actionable workflows and scalable systems improvements. You will identify and prototype AI-assisted workflows, evaluate AI features in the GTM stack, and serve as the first line of defense for Salesforce and GTM systems support.

Responsibilities

• Additionally, you will lead cross-functional projects, ensure CX systems and reporting are intuitive and reliable, and maintain a user-first lens.
• Translating evolving business needs into actionable workflows and scalable systems improvements.
• Identifying and prototyping AI-assisted workflows, and taking successful ones to production.
• Serving as the first line of defense for Salesforce and GTM systems support, independently troubleshooting and resolving issues.
• Comfort with prompt design and evaluating output quality

Requirements

• Proficiency in Google Sheets and basic SQL; comfort learning and using additional tools in the GTM stack
• Ability to document, standardize, and scale processes with a strong sense of time management and team collaboration
• To be successful in this role, you’ll bring the following experience and qualifications:
• 2–4 years in a customer experience, revenue operations, or GTM operations role, ideally within SaaS
• Proven experience administering and building in Salesforce (flows, automations, reporting)
• Experience managing projects with multiple stakeholders, balancing tradeoffs, and staying focused on impact
• Strong technical troubleshooting skills and the ability to translate business problems into system solutions
• Judgment about when AI is the right tool and when a deterministic flow is better
• Hands-on experience using LLMs (Claude, ChatGPT, etc.) to solve real operational problems, not just casual use
• Comfortable pushing back on stakeholders and building consensus to ensure the right problems are solved
• Familiarity with tools like Gong, Chili Piper, Skilljar, Intercom or other CX-enablement platforms
• Experience supporting Product-Led Growth (PLG) teams or strategies

Preferred

• Familiarity with automation and integration tools (N8N, Zapier, MCP connectors)
• Experience in high-growth, startup-like environments where agility and prioritization are critical

Pay

USD 90,000 - 120,000

Benefits

• Enjoy the benefits of working from home, unlimited PTO, various insurance plans, 401k match, stock options, parental leave, wellness stipend, and office setup stipend.