Software Customer Experience; CX Operations Manager

Position: Software Customer Experience (CX) Operations Manager
## Software Customer Experience (CX) Operations Manager In this role, you’ll be the operational backbone of our CX teams - optimizing workflows, managing platforms, and ensuring seamless execution of programs that power Implementations, Data Conversions, Customer Success, Education, and Support. Your work will directly impact how we deliver a technology-enabled, high-quality experience for customers and internal teams alike.

You’ll report to the Director Associate of CX Operations, Analytics & Strategic Programs, collaborate with senior leaders and executives, and manage the CX Systems Administrator. This is a highly cross-functional role where you’ll connect systems, streamline processes, and drive measurable improvements that scale globally.

This position is ideal for someone with deep software operations experience who thrives in a fast-paced, evolving environment and enjoys solving operational puzzles, connecting systems and workflows, and working cross-functionally in a matrixed environment.
** What Makes This Role Exciting
*** You’ll
** own operational programs
** that keep our CX engine running – everything from reporting and audits to platform optimization and process design.
* You’ll
** partner with leaders across CX, Product, Sales, Marketing, Finance, and IT
** to ensure operational readiness for new launches and initiatives.
* You’ll
** solve complex operational puzzles
** in a fast-paced, evolving environment, making data-driven decisions that improve quality and efficiency.
*
* Key Responsibilities:

**** Process Improvement & Documentation
*** Map and optimize workflows across Implementation and Support functions.
* Standardize delivery documentation, templates, and onboarding materials.
* Build a centralized knowledge base of best practices to ensure consistency and scalability.
** Voice of the Customer & Quality Programs
*** Lead our Voice of the Customer program, managing CSAT reporting and feedback loops.
* Drive monthly insights to senior stakeholders and coordinate Customer Action Teams focused on solution readiness, process improvement, onboarding, and sales alignment.
** System Administration & Platform Optimization
*** Manage and coach the CX Systems Administrator.
* Serve as business lead for platforms like GUIDEcx, Gong, Gainsight, and Customer Gauge.
* Drive system integrations, automation, continuous improvement, and usability enhancements.
** Reporting Accuracy & Audit
*** Oversee reconciliation processes for implementation and go-live reporting.
* Align with Finance and Commercial teams on billing and revenue accuracy.
* Partner with BI teams to maintain executive dashboards and co-own new reporting initiatives.
** Operational Strategy & Enablement
*** Maintain CX OKRs and contribute to monthly and quarterly business reviews.
* Identify bottlenecks, staffing constraints, and automation opportunities.
* Support change management and enablement across the CX organization.
** Cross-Functional Alignment
*** Act as a connector between CX and key partners to ensure operational readiness.
* Facilitate knowledge sharing and process alignment across global teams.
** Team Development & Culture
*** Coach and develop a small team with a culture of ownership and continuous improvement.
* Promote customer-centricity and operational excellence using Lean, Agile, or Six Sigma principles.
** What You’ll Bring:
*** 5+ years in customer
** operations,
** implementation delivery, or service enablement in a tech environment.
* ** Technical experience
- Systems Admin, Software Testing, Software Development, or similar
*** Self-starter mentality with demonstrated experience navigating ambiguity and driving progress independently, while also collaborating closely with teammates and stakeholders.
* Strong process improvement mindset and curiosity about how systems and data connect to improve customer and business outcomes.
* Interest in systems architecture, integration, and platform usability, particularly in customer-facing tools.
* Executive presence with excellent communication and presentation skills with the ability to present ideas and build PowerPoint decks that clearly convey operational insights and recommendations.
*…