Customer Experience Operations Lead

Swooped; United States; On-site; USD 120,000 - 170,000; Full time

Job summary

Swooped is seeking a Customer Experience Support Operations Manager to lead end-to-end delivery of initiatives enhancing the customer support journey. You will work across operations, product, and support to identify pain points and drive scalable improvements.

The role requires 6+ years in program management or service delivery, with strong analytical and stakeholder management skills. Experience with Zendesk and Salesforce Service Cloud is a plus in a fast-moving environment.

Qualifications

• 6+ years of experience in program management, business analysis, or service delivery.
• Experience in a customer support or CX function.
• Proven track record leading cross-functional projects end to end.
• Strong analytical and problem-solving skills; data-driven decisions.
• Excellent communication and stakeholder management skills.
• Experience with support platforms (Zendesk, Salesforce Service Cloud) and routing logic is a plus.

Responsibilities

• Own and drive the delivery of high-impact support experience initiatives—from problem definition through to implementation and measurement.
• Collaborate with support operations and engineering, and design to scope solutions and align on delivery timelines.
• Manage project timelines, risks, and communications for support experience improvements.
• Develop business requirements and use cases based on customer feedback, agent insights, and data analysis.
• Continuously evaluate and optimize existing customer support flows and tooling.
• Track the impact of delivered initiatives on key customer experience metrics.
• Advocate for the voice of the customer in internal decision-making.

Skills

Program management

Business analysis

Customer support

Cross-functional collaboration

Data-driven decisions

Stakeholder management

Education

Bachelor's degree

Tools

Zendesk

Salesforce Service Cloud

SQL

Job description

Swooped is seeking a Customer Experience Support Operations Manager to lead end-to-end delivery of initiatives enhancing the customer support journey. You will work across operations, product, and support to identify pain points and drive scalable improvements.

The role requires 6+ years in program management or service delivery, with strong analytical and stakeholder management skills. Experience with Zendesk and Salesforce Service Cloud is a plus in a fast-moving environment.