CX Strategy & Operations Manager
Core
Strategic business partner to Customer Experience leadership, driving operational excellence, AI-enabled workflows, and data-driven decision-making across Technical Support, Professional Services, and Customer Success.
Role type
Senior IC strategy & operations manager
Builds
Scalable operational frameworks, KPI dashboards, forecasting models, and AI-automated workflows for CX functions
Domain
SaaS / IT Infrastructure Management / Customer Experience
Deliverable
dashboards & analysis
Required skills
Strategic planning, cross-functional leadership, data analytics, AI adoption, process optimization, executive reporting, capacity planning, KPI framework design
Preferred skills
Experience with V2MOM, QBRs, Power BI/Looker/Tableau, organizational transformation
Technologies
Power BI, Looker, Tableau, AI/ML tools
Responsibilities
Translate business priorities into scalable operational plans; develop KPI frameworks and executive dashboards; partner with Professional Services on forecasting and capacity planning; champion AI adoption to automate workflows; lead cross-functional strategic initiatives; facilitate executive operating rhythms and alignment
Seniority
Senior, hands-on IC