Manager, Customer Experience Business Operations

Essential Functions

• Operational Excellence and Process Design
  • Own the CX Business Operations roadmap and drive operational initiatives that support Client Success, Product Support, Consulting, and Professional Services
  • Identify operational gaps across the CX organization and design, document, and roll out processes to close them
  • Manage the centralized CX BizOps intake process, triaging requests, assigning ownership, and ensuring transparent prioritization across stakeholders
  • Partner with cross-functional teams to drive change management, process improvements, and operational excellence at scale
  Data, Reporting, and Insights
  • Lead the CX team’s data strategy in partnership with your Data Analyst, ensuring stakeholders across CS, PS, Consulting, and Support have the dashboards and reporting they need to manage performance
  • Oversee the development and maintenance of Power BI dashboards across the customer lifecycle, including segment-level views for CSMs, billable utilization for Professional Services, and operational metrics for Support
  • Translate ambiguous leadership questions into concrete data requirements and ensure deliverables land with the right level of polish for executive consumption
  • Maintain data integrity across the CX reporting ecosystem and partner with our Salesforce team on data flow, integrations, and downstream impacts
  Systems, Salesforce, and Platform Operations
  • Serve as the CX team’s primary business partner to Salesforce, coordinating sprint releases, requirements, and platform changes that affect CX
  • Manage CX-owned Salesforce configuration needs including dashboards, automations, and downstream reporting impacts
  • Oversee the operational health of CX platforms including Salesforce, CallMiner, Qualtrics, and Power BI
  • Coordinate cross-functional launches such as seasonal releases and Project 360, ensuring CX-impacting changes are identified, communicated, and managed
  Programs and Strategic Initiatives
  • Operationalize strategic CX programs including the client testimonials and references program, partnering with Marketing, Product, and the Chief Customer Officer’s office
  • Support workforce management strategy in partnership with the WFM Analyst, including capacity planning, scheduling tools, and operational reporting for Support
  • Contribute to commercialization enablement, client offboarding, and content investment initiatives as they require operational design or data support
  People Leadership
  • Directly manage a Data Analyst and a Workforce Management Analyst, providing weekly 1:1 coaching, regular feedback, and intentional development planning
  • Build the careers of your team members through stretch assignments, visibility opportunities with senior leadership, and regular performance conversations
  • Hold the bar on quality, deliverable polish, and stakeholder communication for your team’s output
  • Foster a culture of curiosity, ownership, and pragmatic problem-solving on the team

Minimum Requirements

• 5+ years of experience in business operations, revenue operations, customer success operations, or a closely related discipline
• 2+ years of direct people management experience, including responsibility for hiring, coaching, performance management, and career development
• Demonstrated ability to design and operationalize new processes from scratch in ambiguous environments
• Hands-on experience with Salesforce (administration, reporting, sprint coordination, or similar)
• Strong working knowledge of Power BI, Excel, and modern data tooling; comfort partnering with analysts to translate business questions into reporting
• Experience working in B2B SaaS, ideally in healthcare technology or another regulated, specialty-driven industry
How You Work
• You diagnose before you prescribe. You ask the right questions before jumping to a solution.
• You bring structure to ambiguity. Given a vague problem, you can produce a clear plan, a documented process, and a path to execution.
• You operate with confidence across levels. You can hold your own with executives, partner peer-to-peer with cross-functional leaders, and coach analysts with patience and clarity.
• You are pragmatic. You would rather ship a strong v1 and iterate than chase a perfect v3 that never lands.
• You communicate proactively. You close the loop, document decisions, and make your team’s work visible.