Senior CX Operations Lead
Core
Own and continuously improve operational processes and business requirements within Expert Services (ES) and Partner Services (PS) divisions for a CX Services group.
Role type
Senior IC operations lead (B2B SaaS CX)
Builds
Scalable operational solutions, reporting frameworks, and AI-driven efficiency tools for CX Services
Domain
B2B SaaS, Customer Experience (CX) Services
Required skills
B2B SaaS business operations, operational process improvement, data analysis, Salesforce administration, business process modeling, stakeholder management, change management, technical solution design, resource and capacity planning, services revenue and utilization
Preferred skills
Snowflake, PSA/ERP tools, advanced Excel or reporting platforms
Technologies
Salesforce, Snowflake, PSA/ERP tools, Excel
Responsibilities
Design scalable solutions to identify bottlenecks and manual pain points in services delivery; Lead high-impact operational programs aligned with company OKRs; Establish reporting frameworks for senior leadership insights; Act as a liaison between CX business and technical teams; Build well-honed specifications and requirements documents for systems implementation; Lead change management strategies for new processes or systems
Seniority
Senior, hands-on IC
