Senior Customer Experience Operations Specialist
Core
Drive new Customer Experience (CX) roadmap initiatives and automation from idea through delivered, working systems, scoping ambiguous early-stage ideas into concrete project plans and personally building the automation, workflow, or integration.
Role type
Senior individual contributor (IC) Customer Experience Operations Specialist
Builds
Automation, workflows, and integrations for CX operations
Domain
B2B SaaS / Professional Services (Legal, Accounting)
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Salesforce (advanced user, workflow automations), Intercom, SQL, BI tools, AI tools for operational workflows, project scoping, stakeholder alignment
Preferred skills
Salesforce Administrator certification, survey-building tools (Delighted, Qualtrics), in-app messaging platforms, hands-on AI application to workflows
Technologies
Salesforce, Intercom, SQL, BI tools, Delighted, Qualtrics
Responsibilities
Scope early-stage CX ideas into buildable project plans; Partner with Engineering on infrastructure-level builds; Diagnose and rebuild underperforming workflows in existing systems; Convert CX data (NPS/CSAT) into actionable recommendations; Maintain visibility into initiative status and risks; Drive initiatives independently without heavy oversight
Seniority
Senior, hands-on IC
