Customer Experience Strategy and Operations Manager

Are you ready to power the World's connections?

If you don’t think you meet all of the criteria below but are still interested in the job, please apply. Nobody checks every box - we’re looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others.

About the role:

• We are seeking a dedicated CX Business Ops Analyst with a proven track record in Professional Services or Customer Success data analysis, ideally with experience in enterprise software environments.

• As a member of the Customer Experience (CX) Operations team, you will support the CX (Professional Services, Customer Success, Support, Education) organisation’s growth and optimisation, while sitting in the broader Revenue Operations team. 

• In this role, you will have the opportunity to interface with everyone in the CX team as you build our internal analytics to help guide CX team members to deliver maximum value to Kong customers.

• You will support both strategic and tactical initiatives and will function as the primary CX Ops point of contact for all data, reporting, and analytics questions on a day-to-day basis.

What You'll be doing:

• Work across SQL data warehouses (Snowflake and Bigquery), Tableau,  Google Sheets, and Google Slides depending on the nature of the analysis and reporting.  We use ETL and reverse ETL technologies to update our CRM and data warehouses and organise data transformations with DBT. 

• Create, maintain, analyse, and present reports, metrics, and dashboards across all levels and roles of the CX team. 

• Build and maintain slide decks for key CX Cadences (QBRs, All-Hands, Board Decks,...)

• Build and maintain the CX data dictionary and reporting suite for all roles and levels of CX.

• Analyse, model,  and forecast Professional Services KPIs for internal and external resources. 

• Own the user adoption and documentation of CX analytics.

• Manage CX team inquiries and ad-hoc requests across data, reporting, and analytics.

• Help improve customer data points and run projects as necessary to ensure data integrity.

What you’ll bring:

• A passion for data,  user experience, and automation.

• Strong customer service attitude, and ability to work independently and in a fast-paced environment.

• A team player who works well in a collaborative environment.

• Proficiency with SQL for data analysis and modelling. Experience with DBT is a plus. 

• Advanced Gsheet and Gslides skills; Tableau reporting expertise, Basic Salesforce reporting skills.

• Reliability and attention to detail.

• Excellent written and communication skills. Ability to concisely articulate complex issues and solutions to different audiences.

• A team player who works well in a collaborative environment.

• 3-5 year of relevant business experience.

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About Kong:

Kong Inc., a leading developer of cloud API technologies, is on a mission to enable companies around the world to become “API-first” and securely accelerate AI adoption. Kong helps organizations globally — from startups to Fortune 500 enterprises — unleash developer productivity, build securely, and accelerate time to market. For more information about Kong, please visit www.konghq.com or follow us on X @thekonginc.