CX Operations Manager

About the role

The serves as the central systems, data, and infrastructure lead for the Client Experience organization, owning the design and operation of the reporting, data pipelines, and QA infrastructure that power leadership visibility. This role is responsible for configuring and super-serving all CX technology platforms so that teams can work with maximum productivity, accuracy, and efficiency. You will measure and manage the performance of AI tools across the customer journey, continuously identifying new high-impact use cases and surfacing expansion opportunities. Staying informed about technological developments, best-in-class tooling, and new feature launches will directly inform the evolution of the CX system strategy. You will act as a critical bridge, coordinating closely with Engineering, Product, and company Operations on cross-functional initiatives that impact CX tooling and workflows. A core part of this role is documenting and maintaining CX workflows and business processes across Partner Success, Client Support, and Technical Support, ensuring that documentation remains current as the organization scales rapidly. You will actively surface automation opportunities and process inefficiencies through rigorous data analysis, then implement approved solutions in close coordination with CX leadership. By evaluating CX processes against operational data, you will identify bottlenecks, manual work, and throughput constraints, then present actionable recommendations to CX leadership for review and implementation. The role is deeply focused on building and maintaining the operational infrastructure that the CX organization depends on, including dashboards, health scoring models, QA tooling, automation, and the broader CX tech stack. Ultimately, you will surface insights and trends that inform strategic decisions across Partner Success, Client Support, and Technical Support, ensuring CX leadership has the right data for executive alignment and long-term planning.

Key facts

What you'll do

Serve as the system administrator and super user of all CX systems and platforms - designing and configuring features that align with department KPIs and improve team productivity, accuracy, and efficiency.

Manage the CX tech stack - Lead SaaS evaluations, vendor selection, implement, and maintain the tools that CX teams depend on (CRM, ticketing, knowledge platforms, analytics, QA).

Measure AI tool performance across CX - track impact, identify new use cases, and surface opportunities to expand AI-powered capabilities.

Stay informed of technological developments, best-in-class tooling, and new feature launches to inform CX system strategy.

Coordinate with Engineering, Product, and company Operations on cross-functional initiatives that impact CX tooling and workflows.

Document and maintain CX workflows and business processes across Partner Success, Client Support, and Technical Support, ensuring process documentation stays current as the organization scales.

Surface automation opportunities and process inefficiencies through data analysis, and implement approved solutions in coordination with CX leadership.

Evaluate CX processes based on operational data - identifying bottlenecks, manual work, and throughput constraints - and present recommendations to CX leadership for approval to build and implement solutions.

Build and maintain automated dashboards and reporting for CX leadership - team performance, partner health, ticket trends, SLA compliance, and operational KPIs.

Build and maintain the data architecture and pipelines that connect CX activity to business outcomes, ensuring data is accessible and structured for analysis.

Generate data-driven insights for QBRs, executive reviews, and board-level reporting.

Analyze ticket trends, escalation patterns, and resolution data to surface product issues, process breakdowns, and resource gaps.

Deliver regular performance reporting that supports executive alignment and strategic planning.

Enhance and manage the partner health scoring methodology - ensuring scores are accurate, actionable, and consistently maintained across the partner portfolio.

Help build predictive churn and expansion models that enable proactive intervention by Partner Success Managers.

Monitor partner health indicators across the portfolio and flag at-risk accounts to CX leadership before issues escalate.

Build and maintain the data infrastructure required to analyze processing volumes, merchant concentration, approval rates, and revenue trends - ensuring the right data is accessible and structured to surface growth and retention opportunities.

Maintain the operational cadence of CX - recurring reports, metric reviews, process documentation, and operational housekeeping.

Execute on strategic initiatives directed by CX leadership - from new tool rollouts to process redesigns.

Requirements

You have a Bachelor's degree or equivalent practical experience.

You bring 6+ years of operations, business analysis, data, or CX operations experience in a fast-paced, high-growth environment.

You have 3+ years of hands-on experience managing SaaS platforms and implementing CX or business software systems.

You have 3+ years of experience building and maintaining dashboards and reporting using tools like Looker, Tableau, or similar analytics platforms.

You have 2+ years of experience with workflow automation tools and process documentation.

You are comfortable working with data sets and can translate raw data into clear insights and actions.

You have strong written and verbal communication skills and can work effectively with cross-functional stakeholders.

You are highly organized, detail-oriented, and capable of managing multiple priorities in a dynamic environment.

You are comfortable working in an ambiguous, fast-paced environment and can adapt to changing priorities.

Nice to have

Experience with payment infrastructure, fintech, or regulated industries.

Experience with AI tools and platforms and their application in CX operations.

Experience with CRM and ticketing systems such as Salesforce, Zendesk, or similar platforms.

Experience with data modeling and pipeline tools such as SQL, dbt, or similar data stack technologies.

Experience with workflow automation and business process management tools.

Practical notes

This is a full-time remote role.

Standard working hours apply.

Visa sponsorship is not available for this role.

No travel is required.