Own the CX tech stack (e.g., Kantata, Gainsight, Service Cloud, AI Chatbots) and how it integrates with other corporate tools.
Develop a multi-year roadmap that aligns with global business scaling.
Lead the selection, implementation, configuration, and ongoing governance of all CX systems and tools.
Conduct audits of existing workflows.
Identify bottlenecks in ticket routing, escalation paths, and internal handoffs to improve Efficiency (AHT) and Quality (CSAT).
Identify opportunities to introduce and implement AI in workflows.
Harmonize processes across diverse regions (AMER, EMEA, APAC) while respecting local nuances and regulatory requirements.
Act as the primary liaison between CX, DX, IT, Product, and Engineering.
Lead the rollout of new tools and process updates.
Ensure the CX systems capture clean, actionable data.
Support the consolidation of redundant platforms.
Support the build of scalable, global customer and internal workflows.

Requirements

2+ years of leadership in CX Operations, Sales Ops, or BizOps with a focus on SaaS.
Bachelor's degree in business administration, business operations, or a related field.
MBA or equivalent experience is a plus.
Deep understanding of the Customer Success/Post-Sales motions, including renewal management, customer segmentation, health scoring, and value realization.
Expert-level knowledge of CRM architecture (Salesforce and integrations).
Experience with PSA and Customer Success Tools.
Exceptional analytical and quantitative skills, with a proven ability to translate complex data into clear, actionable business strategies.
Ability to translate process or systems issues into technical requirements and functional workflows.
Demonstrated experience leading systems/operations teams and managing executive-level stakeholder relationships.
Excellent verbal and written communication skills, with the ability to articulate complex operational concepts to both technical and non-technical audiences.

Benefits

Medical
Dental
Vision
Life
Disability
Time off plans
Retirement plans
Tax savings plans for health, dependent care and commuter expenses
Paid Parental Leave
Employee Stock Purchase Plan

Applicant Tracking System Keywords

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

Hard Skills & Tools

CRM architectureSalesforceAI implementationdata analysisworkflow optimizationticket routingescalation pathscustomer segmentationhealth scoringvalue realization

Soft Skills

leadershipanalytical skillsquantitative skillscommunication skillsstakeholder managementprocess translationproblem-solvingcollaborationadaptabilitystrategic thinking

Certifications

Bachelor's degreeMBA