360 Privacy

Client Experience Operations Manager

360 Privacy

full-time

Posted on:

Location Type: Hybrid

Location: Brentwood • Tennessee • United States

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Salary

💰 $75,000 - $85,000 per year

About the role

  • Own and optimize CX tools and platforms, including ticketing systems, CRM, QA processes, and reporting dashboards.
  • Design and maintain scalable workflows that improve response times, resolution quality, and client satisfaction.
  • Identify inefficiencies and implement process improvements that reduce friction for both clients and internal teams.
  • Maintain documentation, SOPs, and internal knowledge base resources to support consistency and training.
  • Manage and coach Client Experience Support Specialists, depending on team structure and growth stage.
  • Set clear performance expectations tied to SLAs, CSAT, and GRR impact.
  • Review tickets for quality assurance and provide direct feedback and skill development.
  • Lead CX operational projects from planning through execution, including system implementations, workflow redesign, and cross-functional initiatives.
  • Own CX reporting and provide leadership with clear insights into ticket trends, performance metrics, client health indicators, and operational risks.

Requirements

  • 3 to 6 years of experience in customer support, client experience, or CX operations within a SaaS or technology environment.
  • Experience managing or mentoring support team members.
  • Strong operational mindset with experience building or improving workflows and systems.
  • Proficiency with tools such as Jira, HubSpot, or similar ticketing and CRM platforms.
  • Comfortable analyzing support data and creating actionable reports for leadership.
  • Strong troubleshooting and technical communication skills.
  • Ability to thrive in a high-growth, fast-changing environment with evolving processes and priorities.
Benefits
  • Health insurance
  • 401(k) matching
  • Paid time off
  • Flexible work arrangements
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
CX tools optimizationworkflow designprocess improvementquality assurancedata analysisreport creationticketing systemsCRM systemsSOP maintenanceperformance metrics
Soft Skills
coachingmentoringoperational mindsettroubleshootingtechnical communicationclient satisfaction focusperformance managementadaptabilityproblem-solvingteam collaboration