ServiceCore

Customer Experience Operations Lead

ServiceCore

full-time

Posted on:

Location Type: Hybrid

Location: Denver • Colorado • 🇺🇸 United States

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Salary

💰 $100,000 - $125,000 per year

Job Level

Senior

About the role

  • Own CX execution at scale
  • Translate CX goals into clear operating plans, scalable programs, and repeatable workflows across Customer Success, Implementation, and Support.
  • Own complex CX initiatives end-to-end, from problem definition through launch, adoption, and ongoing measurement.
  • Identify breakdowns in execution, alignment, or accountability and drive them to resolution.
  • Bring structure, options, and recommendations to ambiguous problems and support CX leadership in making informed tradeoffs.
  • Own and optimize CX systems and data flows including ChurnZero, Salesforce, Pendo, Gong, and supporting analytics tools.
  • Ensure data integrity, consistency, and alignment across CX, Finance, Product, and GTM teams.
  • Act as the steward of CX system health and data quality, proactively identifying and fixing issues before they impact execution.
  • Define how CX systems are used, connected, and governed as the organization scales.
  • Define, build, and maintain CX metrics, dashboards, and reporting that support day-to-day execution and leadership decision-making.
  • Surface customer risk, expansion opportunity, adoption gaps, and operational inefficiencies through data and signal analysis.
  • Translate insights into clear recommendations and actions, not just dashboards or analysis.
  • Ensure CX metrics are trusted, consistently used, and embedded into how teams operate.
  • Execute the CX AI strategy by embedding intelligence directly into CX workflows so insights automatically drive action.
  • Evaluate, implement, and operationalize AI-enabled tools that reduce manual work and improve consistency, speed, and signal quality.
  • Partner with CX leaders to identify where AI can meaningfully improve preparation, documentation, follow-ups, prioritization, and early risk detection.
  • Ensure AI capabilities are practical, adopted by teams, and tied to measurable outcomes.
  • Partner closely with leaders across Product, Sales, Finance, and Engineering to ensure CX initiatives are aligned and integrated.
  • Serve as a trusted execution partner to CX leadership by providing clarity, rigor, and follow-through.
  • Influence without authority and push back when needed to protect customer outcomes and operational integrity.
  • Continuously evaluate and improve CX workflows to reduce friction, prevent process drift, and support growth at higher scale and complexity.

Requirements

  • Bachelor’s degree in Business, Management, Information Systems, or a related field
  • Master’s degree preferred
  • 3+ years of experience in CX Operations, RevOps, BizOps, or a comparable SaaS operations role
  • Demonstrated ownership of complex, cross-functional initiatives from concept through execution and sustained adoption
  • Strong analytical and problem-solving skills, with the ability to bring structure to ambiguous problems and make sound tradeoffs
  • Hands-on experience owning and operating CX platforms and CRM systems such as ChurnZero or Gainsight, Salesforce, and product usage or analytics tools
  • Experience defining, building, and operationalizing metrics that drive behavior change and decision-making
  • Proven ability to partner with senior stakeholders and influence teams you do not directly manage
  • Experience evaluating, implementing, and scaling new tools, automation, and AI-enabled capabilities to improve operational execution
  • Comfort operating as a senior individual contributor with high ownership, accountability, and limited oversight.
Benefits
  • 14 Company Holidays in addition to Unlimited PTO
  • Healthcare, dental and vision insurance with generous employer contributions
  • 401K w/ match
  • Equity Appreciation Plan (units granted upon hire)
  • Regular lunches and a fully-stocked kitchen (if in Denver)
  • Bi-weekly Grubhub lunch stipend for remote folks
  • Company-provided hardware of your choice/configuration
  • A Strong Company Culture that Lives by Our Core Values - Love our Customers, Be Real, Give a Shit, Deliver Results, and Keep it Fun.

Applicant Tracking System Keywords

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

Hard skills
CX OperationsRevOpsBizOpsdata analysismetrics developmentproblem-solvingautomationAI-enabled capabilitiesCRM systemsoperational execution
Soft skills
analytical skillsinfluencingownershipaccountabilitycross-functional collaborationcommunicationproblem definitiondecision-makingadaptabilityleadership