Lead CX systems transformation and consolidation across Implementation/Onboarding, Reactive Support, and Proactive Customer Success—driving standardization, integration, and scalable operating models across EverPro solution groups.
Run the vendor selection process (in partnership with the Head of CX and Dir. of CX Ops) for a Customer Success platform, Customer Support platform, and Implementation/Onboarding platform and other critical CX technologies. Build evaluation criteria, facilitate stakeholder input, drive objective recommendations, and own the delivery plan post-decision.
Build and maintain a prioritized CX systems consolidation/transformation roadmap, translating CX strategy and operating model needs into sequenced platform, data, and process initiatives; socialize options and tradeoffs and operationalize approved decisions.
Deliver Tier 1 EverPro solutions (e.g., Service Fusion, Briostack, Zyratalk) onto consolidated CX platforms, ensuring consistent workflows, configurations, and user experiences across the CX lifecycle.
Ensure our in-flight transformation programs for Marketing and Sales are expanded to include corresponding CX components.
Partner closely with the Head of CX and the Director of CX Operations (process/enablement owner) to ensure there are no gaps in understanding, communication, and expectations; translate process/enablement needs into systems, data, and reporting solutions.
Develop and iterate CX performance dashboards and reporting for operational and business outcomes by defining metrics, data definitions, instrumentation needs, and ongoing performance-management workflows; partner with Central Data & Analytics as needed.
Collaborate with the Marketing/Sales BizOps Director to ensure shared data definitions, integrations, and handoffs (e.g., GTM → CX transitions, account management/expansion motions) are coherent and reliable.
Advance AI-enabled CX capabilities where appropriate (e.g., agent assist, case classification, knowledge retrieval, automation) with clear governance and measurable impact.
Operate effectively within shared resourcing (systems admins, product managers/BAs, project management), setting clear priorities and requirements to maximize delivery velocity and quality.

Requirements

8+ years of experience in Business Operations, CX Operations/BizOps, Business Systems, RevOps, or similar roles within a SaaS organization.
Demonstrated ownership of Customer Support platforms and Customer Success platforms (accountability for outcomes, adoption, and effectiveness—not just administration).
Experience leading systems transformation and consolidation, including migrating from multiple tools/instances into standardized platforms and workflows.
Familiarity with common CX tooling ecosystems; experience with Zendesk, Intercom, Salesforce Service Cloud, and success platforms such as ChurnZero, Planhat, and Vitally (or similar) is a plus.
Strong data and reporting fluency—ability to define metrics, data definitions, and dashboard requirements; comfort partnering with centralized Data/Analytics teams.
Strong stakeholder management and executive communication skills; ability to run structured evaluation and decision processes with shared decision rights.
Ability to operate at both strategic and hands-on levels: roadmap and governance, plus practical execution through cross-functional pods/teams.
Practical fluency and curiosity in AI for Support/CS, including identifying high-impact use cases and partnering on responsible implementation.
Experience working cross-functionally with RevOps, Sales, and Marketing teams where customer lifecycle workflows overlap.

Benefits

Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
Day 1 access to a robust health and wellness benefits, including an annual wellness stipend
401k with up to a 4% match and immediate vesting
Flexible and generous (FTO) time-off
Employee Stock Purchase Program

Applicant Tracking System Keywords

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

Hard Skills & Tools

CX systems transformationcustomer support platformscustomer success platformsdata definitionsdashboard requirementsAI for Supportmetrics definitionsystems consolidationworkflow standardizationperformance management

Soft Skills

stakeholder managementexecutive communicationstrategic thinkinghands-on executioncollaborationprioritizationdecision-makingprocess facilitationoperationalizationcuriosity