CX Operations Manager

For our client, we are seeking a CX Operations Manager to join the team of a leader in the Information Technology space.

This role will oversee operational effectiveness across the customer experience function, with a focus on process improvement, system support, and measurable service outcomes. You will partner closely with IT and business stakeholders to translate operational needs into scalable system solutions. The position also includes driving automation, reporting, and governance to improve efficiency and visibility across key workflows.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $116,000 – $174,000 annually

Responsibilities

• Own the strategy and success measures for the business system supporting Professional Services priorities
• Collaborate with IT on system requirements, configurations, and issue resolution
• Perform light administration and configuration within governance models
• Partner with stakeholders to enhance processes supported by the system
• Prioritize enhancement requests based on business value and user impact
• Lead the adoption of AI and automation solutions to improve efficiency
• Build and maintain reports and dashboards for visibility into KPIs

Qualifications

• 7+ years of experience in operations or Professional Services operations
• Experience with business-critical SaaS platforms, preferably Certinia or similar
• Ability to translate business processes into system requirements
• Strong analytical skills in forecasting and financial analysis
• Experience building dashboards and reports with tools like Certinia and Salesforce
• Comfort with SQL or similar data querying tools
• Excellent written and verbal communication skills

Benefits

• Opportunity to work at the intersection of technology and customer value
• High-impact role enabling smarter and faster operations
• Support for professional growth and development
• Access to a collaborative and innovative work environment
• Potential for bonuses and related incentives

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.