Senior CX Operations Lead

WHAT YOU'LL DO

Own Operational Processes: Own and continuously improve the operational processes and business requirements within the ES and PS divisions. Serve as an expert in Services Process best practices, with strong knowledge of the B2B SaaS business operations that underpin a CX Services group (e.g., services scoping and delivery, partner enablement and qualification, resource and capacity planning, and services revenue and utilization), to proactively identify bottlenecks and manual pain points, and design scalable solutions that drive efficiency.

Deliver Operational Improvement: Lead high-impact operational programs that improve business processes and ensure alignment with departmental and company OKRs.

Establish Data-Driven Excellence: Collaborate with the Data Engineering Enterprise Platform team (DEEP) to establish and maintain reporting frameworks that provide senior leadership with actionable insights into operational efficiency. Champion a data-driven approach, empowering teams to leverage analytics to inform their daily operations.

Cross-Functional Leadership: Act as a trusted advisor and liaison between the CX business and key operational and technical teams. This includes regular partnership with leaders in CX business divisions and serving as a liaison with our Program Management team.

Influence Stakeholder Partnerships: Build and maintain strong, collaborative relationships with other departments, including GTM Operations (to define and drive best-practice frameworks), and the CBO Enablement team. Collaborate with the Business Systems (BZS) team, including Salesforce Administration to support the prioritization of key initiatives for Support and Services.

Solution Design: Liaise closely with the BZS team, building well-honed specifications and requirements documents from business cases, then working with BZS to generate elegant, scalable technical solutions. You will be responsible for defining the "what," "why," and contributing to the "how" of systems implementation. Work with Growth Engineering teams to design and build AI solutions that improve efficiency within an Operations environment.

Change Management: Help build the change management strategy for new processes or systems, including leading internal documentation efforts and partnering with the CBO Enablement team to ensure organization-wide training and adoption.

Technical Acumen: Possess an advanced understanding of the systems and tools used by CX, including Salesforce and other relevant platforms. Be comfortable with complex datasets and advanced analytics to support strategic process analysis.

Lead Through Influence: Bring strong leadership qualities to a role without direct reports, working closely with both upstream and downstream teams to guide decisions, build alignment, and foster a culture of continuous improvement.

WHO YOU ARE

You are a solutions-focused subject matter expert in CX Operations, with a strong command of B2B SaaS business operations for CX Services organizations. You are a passionate, methodical problem-solver with a profound knack for translating complex operational challenges into clear, actionable plans.

You have a proven track record of designing and delivering operational programs that have resulted in meaningful efficiency improvements.

You possess an independent and results-oriented mindset, are methodical in your approach to identifying systemic challenges, measuring impact, and tracking key metrics, and have a proven ability to lead and inspire others.

You have exceptional written and verbal communication skills, and are comfortable presenting to and influencing senior stakeholders.

You are inquisitive about new technologies, and you always want to ‘get under the hood’ to see how your team could potentially benefit from early adoption.

You are a highly collaborative individual, able to build consensus and align multiple senior stakeholders and both upstream and downstream teams toward a common goal.

You are a completer/finisher who is comfortable working autonomously and taking the initiative to drive efficiencies and streamline operations on a global scale.

You have strong experience with datasets and advanced data analysis using industry tooling, and advanced proficiency with Salesforce.

You have a strong work ethic and take full responsibility for resolving complex issues with minimal guidance from your manager.

5+ years of relevant experience in an Operations or Process Improvement role, preferably within a SaaS company. Preferably 3-4 years of experience with B2B SaaS business operations supporting a CX Services group, including professional/expert services delivery, partner services and partner programs, client implementation, and technical support workflows.

A proven ability to manage complex, divisional projects and operational excellence frameworks, ideally across Expert Services and Partner Services functions.

Demonstrated experience in data analysis and using insights to drive strategic business decisions.

Strong organizational skills and an unwavering attention to detail, including experience translating business cases into clear, precise specifications and requirements documents.

Strong expertise in business process modeling or improvement methodologies.

Excellent skills in knowing when/how to build solutions with Salesforce and when to use an alternative technical tool.

Solid experience with PSA/ERP tools and advanced Excel or reporting platforms.

Measurable evidence of driving meaningful change from within an Operations environment.

Bonus points for having a strong working knowledge of Snowflake.

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $84,390 and $120,930/year, with an expected On Target Earnings (OTE) between $97,000 and $139,000/year (including bonus or commission). Your exact offer may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition to cash compensation, this role qualifies for a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that you will own a piece of our company.

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