Customer Experience Operations & Intelligence Lead

Customer Experience Operations & Intelligence Lead

Service Core and Docket are rapidly‑growing field‑service SaaS platforms serving the portable sanitation and dumpster industries. Named the #80 fastest‑growing software company in America by Inc. 5,000, we’re redefining how our customers manage their businesses. Our software helps hardworking business owners save time, stay organized, and get paid faster by streamlining job management, route optimization, inventory tracking, and billing automation. Our customers work hard, and so do we—giving them tools to get more done with less stress.

We live by our core values of Love Our Customers, Be Real, Give a Shit, Deliver Results and of course Keep it Fun. Service Core provides hard‑working individuals the opportunity to work and grow within an agile, fast‑paced start‑up environment. We are proud of our accomplishments and take our jobs seriously while not taking ourselves too seriously. We believe in growing together, celebrating successes, and empowering each team member to make a real impact.

Service Core is scaling its Customer Experience organization and is hiring a CX Operations & Intelligence Lead to own how CX operates at scale.

Reporting to the Head of CX Operations, this is a senior individual contributor role responsible for building and running the operating systems, data foundation, metrics, and workflows that power Customer Success, Implementation, and Support. This role sits at the intersection of strategy, execution, data, and tooling and has direct impact on customer outcomes and retention.

You will take ambiguous, high‑impact problems, bring structure and clarity, and drive them through execution. You will partner closely with CX leadership and cross‑functional teams to ensure CX initiatives are measurable, durable, and tied to real customer and business outcomes.

You will play a central role in executing our AI strategy by embedding intelligence directly into CX workflows so insights automatically drive action. The goal is to make CX work easier, more consistent, and more predictive as the business scales.

This role is ideal for a senior CX or SaaS operations leader who wants meaningful ownership without people management. This is a great opportunity to work with an amazing hybrid office/WFH team based in Denver, CO.

• Translate CX goals into clear operating plans, scalable programs, and repeatable workflows across Customer Success, Implementation, and Support.
• Own complex CX initiatives end‑to‑end, from problem definition through launch, adoption, and ongoing measurement.
• Identify breakdowns in execution, alignment, or accountability and drive them to resolution.
• Bring structure, options, and recommendations to ambiguous problems and support CX leadership in making informed tradeoffs.

• Own and optimize CX systems and data flows including Churn Zero, Salesforce, Pendo, Gong, and supporting analytics tools.
• Ensure data integrity, consistency, and alignment across CX, Finance, Product, and GTM teams.
• Act as the steward of CX system health and data quality, proactively identifying and fixing issues before they impact execution.
• Define how CX systems are used, connected, and governed as the organization scales.

• Define, build, and maintain CX metrics, dashboards, and reporting that support day‑to‑day execution and leadership decision‑making.
• Surface customer risk, expansion opportunity, adoption gaps, and operational inefficiencies through data and signal analysis.
• Translate insights into clear recommendations and actions, not just dashboards or analysis.
• Ensure CX metrics are trusted, consistently used, and embedded into how teams operate.

• Execute the CX AI strategy by embedding intelligence directly into CX workflows so insights automatically drive action.
• Evaluate, implement, and operationalize AI‑enabled tools that reduce manual work and improve consistency, speed, and signal quality.
• Partner with CX leaders to identify where AI can meaningfully improve preparation, documentation, follow‑ups, prioritization,…