Customer Experience Operations Lead
Rain
full-time
Posted on:
Location Type: Hybrid
Location: New York City • New York • 🇺🇸 United States
Visit company websiteSalary
💰 $100,000 - $160,000 per year
Job Level
Senior
About the role
- Support CX teams by helping clarify workflows, documentation, and “how things work”
- Assist with onboarding and training of new CX team members
- Help clean up, organize, and improve existing SOPs and internal docs
- Partner closely with CX Team Leads, QA, and Analytics to understand where teams are getting stuck
- Act as a flexible operator where structure is still forming
- Design and maintain scalable CX processes, SOPs, and playbooks
- Turn ad-hoc knowledge and tribal context into clear, usable documentation
- Build onboarding and ongoing enablement materials that reduce confusion and rework
- Partner with QA to align documentation with quality standards
- Partner with Analytics to ensure processes support clean, consistent data
- Help evaluate CX tools, platforms, and solutions
- Support rollout planning, documentation, and adoption for new tools or workflows
- Translate product, compliance, and operational changes into CX-ready guidance
Requirements
- Experience in CX operations, enablement, support, or adjacent operational roles
- Comfort being hands-on and working through ambiguity
- Strong process thinking and documentation skills
- Ability to see patterns and turn them into systems
- Clear written and verbal communication
- Collaborative mindset and low-ego approach
Benefits
- N/A 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
CX operationsenablementsupportprocess designdocumentationSOPsplaybooksdata consistencyworkflow planningevaluation of tools
Soft skills
collaborationcommunicationprocess thinkingpattern recognitionadaptabilityhands-on approachlow-ego mindsettrainingonboardingproblem-solving