Customer Experience Operations Manager

To build the operational backbone of the customer experience function, the full-time Customer Experience Operations Manager will own the CX tooling stack, design processes, and drive continuous improvement initiatives while working remotely. Key responsibilities Own the CX tooling stack, including configuration, integrations, and administration of CRM and reporting tools Design and maintain playbooks, templates, and standard operating procedures for onboarding, adoption, support, and renewal Refine and track CX metrics, driving improvements in adoption, retention, and overall portfolio health Required qualifications 4+ years in customer success operations, revenue operations, or a related operations role at a SaaS company Hands-on administration experience with a CRM platform and reporting tools, preferably HubSpot Strong analytical skills with the ability to define metrics and build dashboards Proven track record of designing scalable processes and playbooks in a high-growth environment Excellent cross-functional coordination and communication skills