Senior Customer Experience Operations Specialist

Join our team as a Senior Customer Experience Operations Specialist. In this hands-on builder role, you will drive new CX roadmap initiatives and automation from idea through delivery. You will scope ambiguous ideas from stakeholders across CX, BI, Sales, and Marketing into concrete project plans, and personally build the automation, workflow, or integration that brings each one to life. You will also partner directly with Business Systems and Engineering on infrastructure-level builds and convert CX data into actionable recommendations for leadership.

• Identifying and scoping new automation and AI initiatives to enhance customer experience.
• Partnering with Business Systems and Engineering on infrastructure-level builds for new initiatives.
• Converting CX data into actionable recommendations for leadership and maintaining visibility into initiative status.

• Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation
• Strong written and verbal communication skills
• Demonstrated ownership of a program or metric outcome, not process facilitation alone, in a B2B SaaS environment
• 4-6+ years of experience in Customer Success/Experience Operations, Revenue Operations, or Business Operations
• Comfort operating within evolving or undefined processes
• Self-directed and outcome-driven, able to move roadmap projects forward without heavy oversight
• Preferred: Salesforce Administrator certification, Intercom experience, survey-building tools (e.g., Delighted, Qualtrics, or similar), in-app messaging platforms, hands-on experience applying AI tools to operational workflows. SQL or BI tool proficiency
• Proficiency with Salesforce and Intercom as an advanced user, able to build reports, dashboards, in-app messaging, surveys, and workflow automations