Customer Experience Operations Manager

Swooped; United States; Remote; USD 90,000 - 140,000; Full time

Benefits offered by this job

Health Insurance

Stock Options

401(k) Matching

Job summary

Swooped is seeking a Customer Experience Operations Manager for a fully remote, full-time role based in the United States. You will translate evolving operational needs into scalable workflows, build go-to-market systems, and identify AI enhancements across customer experience operations.

You will prototype AI-assisted workflows, evaluate AI features in our stack (Salesforce, Gong, Intercom), lead cross-functional projects, document prompts, and ensure our customer experience reporting is

Qualifications

• 2 to 4 years in a customer experience, revenue operations, or go-to-market operations role.
• Experience administering and building in Salesforce with flows, automations, and reporting.
• Strong technical troubleshooting and translating business problems into technical solutions.
• Proficiency in Google Sheets and foundational SQL; comfortable learning additional tools.
• Experience managing projects with multiple stakeholders and delivering business impact.
• Ability to document, standardize, and scale operational processes.
• Experience applying large language models (Claude, ChatGPT) to operational challenges.
• Competence in prompt design and evaluating model output quality.

Responsibilities

• Translate evolving business needs into actionable, prioritized workflows and scalable systems improvements.
• Identify and prototype AI-assisted workflows and deploy successful initiatives into production.
• Evaluate AI features within the go-to-market technology stack to recommend adoption or omission.
• Serve as the primary point of contact for Salesforce and go-to-market systems support.
• Author and maintain reusable prompts, agent instructions, and operational templates.
• Build and maintain Salesforce flows and automations and document processes.
• Lead cross-functional projects by defining scope, aligning stakeholders, and prioritizing work.
• Ensure customer experience systems and reporting are intuitive, reliable, and user-focused.

Skills

Salesforce Admin

SQL

AI Workflow Design

Google Sheets

Project Management

Stakeholder Alignment

Prompt Design

LLM Evaluation

Automation Tools

Tools

Salesforce

Gong

Intercom

n8n

Zapier

MCP Connectors

Job description

The organization is seeking a Customer Experience Operations Manager for a full-time, remote position based in the United States. This role focuses on translating evolving operational needs into scalable workflows, building and maintaining core go-to-market systems, and identifying, prototyping, and deploying artificial intelligence enhancements across customer experience operations.

Key Responsibilities

• Translate evolving business needs into actionable, prioritized workflows and scalable systems improvements.
• Identify and prototype AI-assisted workflows—such as call summarization, account health signals, renewal risk flags, and ticket triage—and deploy successful initiatives into production.
• Evaluate AI features within the go-to-market technology stack (including Salesforce Agentforce/Einstein, Gong, and Intercom) to recommend adoption, configuration, or omission.
• Serve as the primary point of contact for Salesforce and go-to-market systems support, independently troubleshooting, diagnosing, and resolving issues.
• Author and maintain reusable prompts, agent instructions, and operational templates for team use.
• Build and maintain Salesforce flows and automations while documenting processes and maintaining a single source of truth.
• Lead cross-functional projects by defining scope, driving stakeholder alignment, and maintaining strict prioritization.
• Ensure customer experience systems and reporting are intuitive, reliable, standardized, and user-focused.

Required Qualifications

• 2 to 4 years of experience in a customer experience, revenue operations, or go-to-market operations role.
• Proven experience administering and building in Salesforce, specifically with flows, automations, and reporting.
• Strong technical troubleshooting capabilities and the ability to translate business problems into technical system solutions.
• Proficiency in Google Sheets and foundational SQL, along with comfort learning and adopting additional tools across the go-to-market stack.
• Experience managing projects with multiple stakeholders, balancing tradeoffs, and maintaining focus on business impact.
• Demonstrated ability to document, standardize, and scale operational processes with strong time management and collaboration skills.
• Ability to challenge stakeholder assumptions productively and build consensus to address core operational needs.
• Hands-on experience applying large language models (such as Claude and ChatGPT) to resolve practical operational challenges.
• Competence in prompt design and evaluating model output quality.
• Familiarity with automation and integration tools such as n8n, Zapier, and MCP connectors.
• Sound judgment regarding when to apply AI solutions versus deterministic workflows.

Preferred Qualifications

• Experience working within a SaaS environment.
• Familiarity with customer experience enablement tools such as Gong, Chili Piper, Skilljar, or Intercom.
• Experience supporting Product-Led Growth (PLG) teams or strategies.
• Experience operating in high-growth, startup environments where agility and prioritization are essential.
• Health, dental, and vision insurance coverage
• Stock option grant with a four-year vesting schedule
• 401(k) retirement plan with an employer match