[Remote] Senior Manager, CX Operations
Note: The job is a remote job and is open to candidates in USA. ClickUp is building the future of work with a converged AI workspace. They are seeking a Senior Manager, CX Operations to enhance customer experience through strategic planning and execution, focusing on support functions, data insights, and technology automation.
Responsibilities
- Identify operational bottlenecks and design scalable solutions by utilizing a mix of process improvements, automation, and AI-driven tools to revolutionize our critical business processes and increase team productivity
- Extract key business insights from qualitative and quantitative data, identify risks and opportunities and create programs to mitigate long-term issues and drive more revenue and higher customer retention
- Promote a culture and methodology for rapid innovation and experimentation across playbooks to drive customer retention and expansion outcomes via the support experience
- Drive the adoption of new tools and processes, including AI and automation platforms, to drive productivity
- Synthesize the customer support experience and overall trends to drive cross-functional alignment with teams including Sales, Product & Engineering, Customer Success, and Finance
- Lead and execute strategic initiatives to optimize and transform customer experience and internal collaboration processes
- Drive annual planning, budgeting, capacity modeling, forecasting, and monthly/quarterly business review functions
Skills
- 8+ years in an Operations and/or Strategy role focused on Customer Support, Customer Experience, Customer Success, or similar functions
- Deep knowledge of support methodology, processes, tools, and metrics
- Track record of leading technology-enabled business process transformations, with an emphasis on strategic application of AI (e.g., ChatGPT, Claude, Gemini) and automation tools and techniques (e.g., Retool, Zapier, Make)
- Expert in managing and analyzing data, including building ad hoc reports and spreadsheet models as well as leveraging business intelligence tools to create executive dashboards
- Experience with managing budgets, running a forecasting cadence, and performing variance analysis
- Effective at engaging and influencing executive stakeholders, building consensus, and driving collaborative change
- Demonstrated leadership role in building/scaling teams and workflows, preferably in a customer-facing or operations function
- Direct experience with a SaaS business model, customer journey and core KPIs in a high-growth, global environment
- Proficient with Salesforce, ClickUp, ZenDesk or comparable platforms
- Strategic thinker with a bias for action—hands-on, scrappy, and able to take projects to the finish line
- Exhibits extreme accountability and ownership, with an obsession for continuous improvement and mastery of your craft
Company Overview