Customer Experience Communications Operations Manager

About the role

We are rebuilding biotech for the AI era. When a breakthrough is delayed, the world waits. Getting a molecule from discovery to patients, or a crop from lab to field, involves thousands of slow, manual, disconnected steps. AI has the potential to change this, compressing decades of R&D work into years. But that only happens when clean, structured scientific data and AI are built into how science gets done. Benchling is the AI platform for biotech R&D. Scientists use Benchling to design experiments, capture structured data, and run AI agents and models directly in their workflows. Over 200,000 scientists around the world trust Benchling to power their most important work, from academic labs to Sanofi, Moderna, and more than half of the world's top 50 biopharma. We're building an AI scientist for our customers. We can't do that if we haven't built the muscle ourselves. AI fluency is the foundation we build on; it's core to how we work, and we're committed to helping every new hire integrate it into their day-to-day. As part of our interview process, you'll complete a brief AI-focused exercise or discussion so we can understand how you think about and use AI to drive impact in your role. Feel free to reference any tools, platforms, or workflows you use today.

Key facts

What you'll do

Own the incident communications framework: the severity model, playbooks, approved templates, and structure that let any qualified team send accurate customer comms at any hour.

Hold accountability for coverage, quality, timeliness, and contractual notification windows across all external incident communications, and keep delivery auditable.

Run a single intake for all customer comms requests (betas, announcements, releases, breaking and disruptive changes) and own the tiering system that sizes each change to the right audience, channel mix, and timing.

Build and maintain the approved template library so CX teams can send consistent, on-brand messaging on demand without routing every request through Operations.

Administer and improve the tooling that customer comms run through, and partner with the teams that own our integrations and automation across our tooling stack.

Own the dashboards and reporting that show what is in flight, how fast it went out, and how it landed, and present performance and trends to CX leadership.

Run comms-lens post-incident reviews and drive the systemic fixes they surface with Product, Engineering, and Support.

Own the RACI across CX, Product, and Marketing for each comms type.

Requirements

8+ years in customer communications operations, incident or change management, or a comparable operations role in B2B SaaS, ideally at a continuous-release software company.

Track record of building tiered, repeatable processes, clear RACIs, and performance dashboards.

Experience getting results through other teams: you define the standard, enable the people who execute it, and hold the bar without absorbing the work yourself.

Editorial judgment strong enough to set the bar for others. You can read a draft about a dense technical change or an unfolding incident and tell whether it is clear, accurate, and appropriately scoped for a busy scientific audience.

Comfort operating against contractual notification obligations and in regulated or validated customer environments.

Hands-on experience across a modern customer stack, for example Salesforce, Zendesk, Gainsight, a status or incident tool, BI and reporting tools, and email or marketing automation.

You use AI tools in your daily work and actively look for ways to apply them to comms triage, drafting, audience targeting, and performance analysis.

Nice to have

A background in the life sciences or hands-on experience with scientific R&D workflows, enough to tell a low-risk product change from one that meaningful.

Practical notes

Full-time position located in Boston, MA.

New hire is expected to work onsite in Boston, MA.

Candidates must be authorized to work in the United States without sponsorship now or at any point during the role.

The workday aligns with Boston local time.

This role requires participation in a brief AI-focused exercise or discussion during the interview process.

The successful candidate will engage with regulated, validated customer environments and must be comfortable adhering to contractual notification obligations.

This role interfaces heavily with Product, Engineering, Support, and Marketing; cross-functional collaboration is central to success.

Performance is evaluated through ownership of end-to-end comms flows, timeliness, quality, and the ability to drive systemic improvements across the customer experience stack.

Continuous release culture means new changes ship daily, and the operator must manage comms cadence, tiering, and coverage accordingly.

Use of AI tools for drafting, triage, audience targeting, and analysis is expected as part of day-to-day responsibilities.

This position owns the RACI for communications types across CX, Product, and Marketing.

The candidate will maintain approved templates and ensure consistent, on-brand messaging for all customer communications.

This role reports to the Leader of CX Operations.

The candidate will participate in post-incident reviews and own the communication of remediation plans.

Dashboarding and reporting on communication throughput, quality, and customer impact is a core responsibility.

Operational audits and adherence to notification windows are part of the accountability for external communications.

The role requires comfort with status and incident management tools as part of the customer communications infrastructure.

Integration with product and engineering workflows is essential to ensure timely and accurate messaging.

The role supports both beta announcements and disruptive changes, with tiering to determine the appropriate audience and channel mix.

The candidate is expected to help define and evolve the communications framework as Benchling scales in a regulated environment.

This position is critical to maintaining customer trust through clear, accurate, and timely messaging.

The successful operator will balance strategic process improvement with day-to-day execution of communications playbooks.

Ownership of the communication lifecycle from intake through delivery and retrospective is central to this role.

The role requires strong editorial judgment to ensure messaging is appropriate for a scientific audience under time constraints.

Use of AI in daily workflows is a stated preference and an expectation for effectiveness in this position.

The role supports customers across academic, commercial, and government settings, requiring awareness of different compliance expectations.

This position contributes directly to the reliability and clarity of Benchling's product change and incident communication systems.

The operator will work closely with BI and reporting teams to surface trends and drive improvements.

Continuous learning and adaptation to new tools, processes, and regulatory requirements is essential in this fast-paced environment.

This role owns the single point of intake for all customer-facing communications related to product changes and incidents.

The position requires the ability to manage multiple priorities in a regulated, fast-moving software environment.

Success in this role is measured by timely delivery, quality of messaging, and demonstrated improvement in communication performance metrics.

The candidate will help maintain an auditable record of all external communications for compliance and future analysis.

This role is an integral part of the customer experience organization and supports the reliability and clarity of Benchling's platform communications.

The operator will define and own the RACI for communications types to ensure clarity of ownership across teams.

Use of structured templates and approved messaging is required to ensure consistency and compliance.

The role requires close partnership with Product and Engineering to ensure technical accuracy of communications.

The candidate will participate in ongoing process reviews to identify and implement systemic improvements.

This position operates at the intersection of product, customer experience, and operational excellence.

The operator will manage communication workflows that span incident response, product launches, and regulatory notifications.

Use of data and dashboards to drive decisions and demonstrate impact is a core part of the role.

The candidate will help maintain and evolve the communication framework as Benchling continues to scale in regulated markets.

This role requires strong cross-functional collaboration and influence without direct authority.

The operator will ensure that customer communications are timely, accurate, and appropriate for the audience and context.

This position is essential to maintaining trust and clarity for Benchling's global customer base.

The candidate will own the end-to-end process from intake through delivery and retrospective for all customer communications.

Use of AI tools for drafting, triage, and analysis is expected as part of the day-to-day responsibilities in this role.

The operator will manage communications across a variety of channels to ensure consistent and effective messaging.

This role reports into the Leader of CX Operations and works closely with the broader CX and Product leadership team.

The candidate will help define and maintain the communication playbooks that govern how changes and incidents are communicated.

This position is critical to ensuring that customers receive clear, compliant, and timely information about products and changes.

The operator will own the performance metrics that demonstrate the effectiveness of the communication function.

This role supports both planned communications and urgent, disruptive changes with appropriate tiering and coverage.

The candidate will help evolve the communication framework as Benchling grows and as regulatory expectations change.

This position requires comfort with fast-paced, regulated environments and the ability to manage multiple stakeholders.

The operator will ensure that all communications meet contractual notification requirements and are auditable.

This role is central to maintaining customer trust and confidence in Benchling's platform and communications.

The candidate will own the operational framework that turns product changes and incidents into clear, actionable customer communications.

Use of AI in daily workflows is a stated preference and an expectation for effectiveness in this position.

The operator will manage the end-to-end lifecycle of customer communications from intake through delivery and post-communication review.

This role requires strong editorial judgment and the ability to communicate complex topics to a scientific audience.

This position is essential to the reliability and clarity of Benchling's product and incident communication systems.

The candidate will partner closely with Product, Engineering, Support, and Marketing to ensure alignment and effectiveness.

This role owns the templates, playbooks, and dashboards that enable consistent and compliant customer communications.

The operator will help define and maintain the communication framework as Benchling scales in regulated markets.

This position requires the ability to manage multiple priorities and stakeholders in a fast-paced, regulated environment.

The candidate will own the metrics and dashboards that show the effectiveness of the communication function.

Use of AI tools for drafting, triage, and analysis is expected as part of the day-to-day responsibilities.

The operator will manage communications across a variety of channels to ensure consistent and effective me