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Senior Customer Experience (CX) Automation Specialist
Full-time
At SolarWinds, we're a people-first company on a mission to help customers accelerate business transformation with simple, powerful, and secure solutions. We're looking for individuals who thrive in an innovative, fast-paced environment and believe they can accomplish more as a team.
Your Role
As the Customer Experience Automation Specialist, you will drive operational excellence across the customer journey by leveraging data, automation, and strategic insight. You'll optimize internal tools, processes, and metrics that empower customer-facing teams and ultimately improve customer satisfaction, reporting to the Senior Director of Customer Experience and Strategy.
Your Impact
Use metrics, analytics, and feedback loops to identify friction points and continuously improve CX operations at scale.
Drive improvements in processes, systems, and tooling to support customer satisfaction and internal efficiency.
Uncover actionable insights from NPS and other customer data to inform CX strategy and prioritize high-impact initiatives.
Partner with engineering and Salesforce teams to scope, prioritize, and implement automation and process enhancements.
Design and document scalable internal workflows and reporting mechanisms that drive business value.
Your Experience
3+ years in operations, customer experience, or a related role driving measurable improvements in process, tooling, and customer outcomes.
Proven ability to turn data into actionable insights using analytics, dashboards, and voice-of-customer metrics such as NPS.
Demonstrated experience implementing business solutions and automation in Salesforce and related platforms.
Strong project management skills and a Bachelor's degree in engineering, business, or a related field (MBA preferred).
