CX Strategy & Operations Manager

Join LogicMonitor as a CX Strategy & Operations Manager, where you will partner with Customer Experience leadership to support strategy execution, modernize operations, and accelerate business outcomes. You will be responsible for implementing and continuously improving AI-enabled workflows, data-driven insights, standardized operating rhythms, and scalable business processes. This role requires strong analytical capabilities, experience in strategy and operations, and a passion for modernizing business operations through AI and automation.

Serve as a strategic business partner to Customer Experience leadership, leading and contributing to key operational initiatives that improve organizational performance, operational maturity, and executive decision making.

USD 104,265 - 130,305

Responsibilities

• Develop and maintain KPI frameworks, executive dashboards, and forecasting models that enable data-driven decision making, and deliver actionable insights that support investment decisions, resource planning, and business strategy.
• Lead cross-functional strategic initiatives from concept through execution, standardize business processes, operating rhythms, and governance across Customer Experience, and drive continuous improvement initiatives focused on measurable business outcomes.
• Ability to influence senior leaders through data, business insights, and recommendations
• Systems thinker who proactively identifies opportunities to improve business performance

Requirements

• Strong analytical capabilities with experience using BI platforms such as Power BI, Looker, Tableau, or similar

Demonstrated ownership, curiosity, and continuous improvement mindset

• Experience defining business metrics, KPIs, forecasting models, and executive dashboards
• Highly collaborative with the ability to influence across organizations without direct authority
• Experience building scalable operational frameworks and driving organizational transformation
• 6+ years in Strategy & Operations, Business Operations, Revenue Operations, Consulting, Customer Experience Operations, or a related strategic function
• Strong strategic thinking with the ability to translate business objectives into operational execution
• Experience facilitating executive operating rhythms including QBRs, planning cycles, and business reviews
• Demonstrated ability to leverage AI to improve operational efficiency, automate workflows, accelerate analysis, and enhance decision making
• Passion for modernizing business operations through AI, automation, and emerging technologies
• Comfortable navigating ambiguity, challenging the status quo, and driving organizational change
• Experience supporting executive leadership within SaaS, enterprise software, or customer-facing organizations
• Strong written and verbal communication skills, with the ability to communicate effectively with senior and executive stakeholders

Preferred

• Demonstrated success leading substantial cross-functional initiatives without direct authority