ClickUp

Senior Manager, CX Operations

ClickUp

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $160,000 - $220,000 per year

Job Level

Senior

About the role

  • Identify operational bottlenecks and design scalable solutions by utilizing a mix of process improvements, automation, and AI-driven tools to revolutionize our 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

Requirements

  • 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.
Benefits
  • 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
Applicant Tracking System Keywords

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

Hard Skills & Tools
process improvementsautomationAI-driven toolsdata analysisbusiness intelligencebudget managementforecastingvariance analysiscustomer support methodologytechnology-enabled business process transformations
Soft Skills
leadershipinfluencing stakeholdersbuilding consensuscollaborative changestrategic thinkingaccountabilityownershipcontinuous improvementinnovationexperimentation