Customer Experience Operations Manager

About the Opportunity

The organization is seeking a Customer Experience Operations Manager for a full-time, remote position based in the United States. This role focuses on translating evolving operational needs into scalable workflows, building and maintaining core go-to-market systems, and identifying, prototyping, and deploying artificial intelligence enhancements across customer experience operations.

Key Responsibilities

• Translate evolving business needs into actionable, prioritized workflows and scalable systems improvements.
• Identify and prototype AI-assisted workflows—such as call summarization, account health signals, renewal risk flags, and ticket triage—and deploy successful initiatives into production.
• Evaluate AI features within the go-to-market technology stack (including Salesforce Agentforce/Einstein, Gong, and Intercom) to recommend adoption, configuration, or omission.
• Serve as the primary point of contact for Salesforce and go-to-market systems support, independently troubleshooting, diagnosing, and resolving issues.
• Author and maintain reusable prompts, agent instructions, and operational templates for team use.
• Build and maintain Salesforce flows and automations while documenting processes and maintaining a single source of truth.
• Lead cross-functional projects by defining scope, driving stakeholder alignment, and maintaining strict prioritization.
• Ensure customer experience systems and reporting are intuitive, reliable, standardized, and user-focused.

Required Qualifications

• 2 to 4 years of experience in a customer experience, revenue operations, or go-to-market operations role.
• Proven experience administering and building in Salesforce, specifically with flows, automations, and reporting.
• Strong technical troubleshooting capabilities and the ability to translate business problems into technical system solutions.
• Proficiency in Google Sheets and foundational SQL, along with comfort learning and adopting additional tools across the go-to-market stack.
• Experience managing projects with multiple stakeholders, balancing tradeoffs, and maintaining focus on business impact.
• Demonstrated ability to document, standardize, and scale operational processes with strong time management and collaboration skills.
• Ability to challenge stakeholder assumptions productively and build consensus to address core operational needs.
• Hands-on experience applying large language models (such as Claude and ChatGPT) to resolve practical operational challenges.
• Competence in prompt design and evaluating model output quality.
• Familiarity with automation and integration tools such as n8n, Zapier, and MCP connectors.
• Sound judgment regarding when to apply AI solutions versus deterministic workflows.

Preferred Qualifications

• Experience working within a SaaS environment.
• Familiarity with customer experience enablement tools such as Gong, Chili Piper, Skilljar, or Intercom.
• Experience supporting Product-Led Growth (PLG) teams or strategies.
• Experience operating in high-growth, startup environments where agility and prioritization are essential.

Benefits

• Health, dental, and vision insurance coverage
• Stock option grant with a four-year vesting schedule
• 401(k) retirement plan with an employer match
• Paid time off
• Monthly wellness stipend