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Senior Manager, CX Operations
Full-time
Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.
About the Opportunity
The organization is architecting the future of work! In a world overwhelmed by work sprawl, a better way was seen. That’s why the first truly converged AI workspace was created, unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI, empowering millions of teams to break free from silos, reclaim their time, and unlock new levels of productivity. At this organization, there is an opportunity to learn, use, and pioneer AI in ways that shape not only the product, but the future of work itself. Join and be part of a bold, innovative team that’s redefining what’s possible! 🚀
The organization is looking for a Senior Manager, CX Operations to join the team as the trusted business partner to the global Head of Support and CX. The ideal candidate will be an AI-native, data-driven operator who thrives in solving complex problems and delivering the best possible customer experience. The Senior Manager will focus on Support functions spanning day-to-day customer touchpoints, white glove dedicated service models, customer retention activities, product feedback loops, and proactive customer adoption and expansion playbooks.
This role will drive the rhythm of business for Support leadership by unlocking data insights, inspecting performance, forecasting customer needs and internal capabilities, and influencing strategic decisions. This role will also continuously innovate and enhance technology automation and AI solutions to deliver a compelling customer support experience at global scale. This role will represent stakeholder teams in cross-company projects and initiatives centered on accelerating customer growth and revenue retention while maintaining operational efficiency.
This CX Operations leadership role is a career-defining opportunity to join a hyper-growth, industry-defining innovator and shape a function that will have a wide-reaching impact across the organization and its customers. There is a need for a highly driven builder to blend strategic planning with rigorous execution across all aspects of business processes, achieving operational excellence through automation and AI. If this sounds like the next adventure, please apply.
About the role
Identify operational bottlenecks and design scalable solutions by utilizing a mix of process improvements, automation, and AI-driven tools to revolutionize critical business processes and increase team productivity
Extract key business insights from qualitative and quantitative data, identify risks and opportunities, and create programs to mitigate long-term issues and drive more revenue and higher customer retention
Promote a culture and methodology for rapid innovation and experimentation across playbooks to drive customer retention and expansion outcomes via the support experience
Drive the adoption of new tools and processes, including AI and automation platforms, to drive productivity
Synthesize the customer support experience and overall trends to drive cross-functional alignment with teams including Sales, Product \& Engineering, Customer Success, and Finance
Lead and execute strategic initiatives to optimize and transform customer experience and internal collaboration processes
Drive annual planning, budgeting, capacity modeling, forecasting, and monthly/quarterly business review functions
About you
8\+ years in an Operations and/or Strategy role focused on Customer Support, Customer Experience, Customer Success, or similar functions
Deep knowledge of support methodology, processes, tools, and metrics
Track record of leading technology-enabled business process transformations, with an emphasis on strategic application of AI (e.g., ChatGPT, Claude, Gemini) and automation tools and techniques (e.g., Retool, Zapier, Make)
Expert in managing and analyzing data, including building ad hoc reports and spreadsheet models as well as leveraging business intelligence tools to create executive dashboards
Experience with managing budgets, running a forecasting cadence, and performing variance analysis
Effective at engaging and influencing executive stakeholders, building consensus, and driving collaborative change
Demonstrated leadership role in building/scaling teams and workflows, preferably in a customer-facing or operations function
Direct experience with a SaaS business model, customer journey, and core KPIs in a high-growth, global environment
Proficient with Salesforce, ClickUp, ZenDesk or comparable platforms
Strategic thinker with a bias for action—hands-on, scrappy, and able to take projects to the finish line
Exhibits extreme accountability and ownership, with an obsession for continuous improvement and mastery of your craft
Unsure if you meet all the qualifications of this job description but are deeply excited about the role? The organization hires based on ambition, grit, and a passion for improving the way people work. If you think this organization is the company for you, it is encouraged to apply!
The organization assesses every candidate based on the potential impact they can have. The best people are hired for the job and each person’s journey to build their boldest career is supported.
Compensation
$160K – $220K
Salary and Benefits
The range displayed reflects the minimum and maximum target salaries for the position across all US locations. Please note that the actual compensation for this position may vary and is dependent on factors such as geographic location, interview performance, years of experience, education level, and specific skills. Candidates are encouraged to discuss compensation expectations during the interview process to ensure alignment with their qualifications and the organization’s compensation philosophy.
This position is eligible for the following benefits and perks:
Equity
401k
Health, Dental, and Vision insurance
Spending accounts
Life \& Disability
Paid parental leave
Flexible paid time off
Enhanced employee assistance program
Employee wellness stipend
Professional development stipend
