Customer Experience Operations Manager

ChurnZero, Inc; United States; Remote; USD 110,000 - 125,000; Full time

Job summary

ChurnZero, Inc is hiring an Operations Manager for Customer Experience, focusing on enhancing CX through data-driven insights and operational excellence. The role involves strategic partnership with CX leadership, managing AI strategies, and optimizing workflows to drive growth and customer satisfaction. This is an exciting opportunity to shape the future of customer experiences in a collaborative SaaS environment, with a competitive salary range of $110,000 to $125,000.

Benefits

Make a visible impact across the customer journey

Lead cutting-edge CX initiatives

Drive innovation through AI and predictive analytics

Qualifications

• 5+ years of experience in CX Operations or Revenue Operations within a SaaS or B2B environment.
• Proven track record of partnering with CX leadership on strategic planning.
• Experience designing and scaling operations for customer bases.

Responsibilities

• Collaborate with CX leaders on operational planning and strategy.
• Own the CX Data Strategy and lead governance within ChurnZero.
• Optimize CX Operations and maintain predictive health scoring.

Skills

Analytical Skills

Data Strategy

Cross-Functional Leadership

Education

Experience in CX Operations or Revenue Operations

Tools

ChurnZero

Salesforce

Job description

Are you a data-savvy strategist with a passion for driving operational excellence and customer-centric innovation? We're looking for a Customer Experience (CX) Operations Manager to help shape the future of our CX organization. This is a high-impact role for a forward-thinking operator who can blend advanced analytics, operational strategy, and cross-functional leadership to deliver world-class customer experiences at scale.

As a trusted advisor to CX leadership, you’ll turn complex data into meaningful insights that fuel strategic decision-making, streamline operations, and accelerate growth. From forecasting and compensation to AI implementation and process design, you’ll lead key initiatives that elevate team performance and customer satisfaction.

This is your chance to shape and scale a modern CX operations ecosystem at a company at the forefront of customer growth innovation and technology. You'll integrate powerful platforms like ChurnZero and Salesforce, design predictive models that drive action, and align cross-functional teams across the entire customer journey. If you're passionate about building smart systems, empowering high-performing teams, and delivering measurable impact, we want to hear from you!

Job Title: Operations Manager, Customer Experience
Classification: Exempt
Reports to: Vice President, Customer Success
Location: Remote, US-based
Target OTE: OTE range of $110,000 to $125,000.

What You’ll Do

• Strategic Partner to Leadership: Collaborate with CX leaders on operational planning, business reviews, and program design. Provide the data-driven insights they need to scale successfully.
• Own the CX Data Strategy: Lead governance, hygiene, and unified reporting within ChurnZero and across our organization’s tech stack. Maintain and enhance predictive health scoring and insight delivery frameworks.
• Lead Forecasting & Performance Modeling: Oversee forecasting across renewals, expansions, and CX KPIs. Maintain predictive accuracy and enable leadership visibility through data storytelling.
• Optimize CX Operations: Run the day-to-day engine of the CX org, implementing scalable systems and continuously improving workflows, tooling, and team productivity.
• Design and Deploy Workflows: Architect segmentation, playbooks, and productivity models that support revenue growth and customer outcomes. Ensure consistent enablement and adoption.
• Drive Process Innovation: Launch and refine CX workflows, documentation, and enablement programs in alignment with GTM and product strategies.
• Manage Compensation Execution: Oversee quarterly variable compensation processes, ensuring payout accuracy and alignment with performance goals.
• Implement AI Strategies: Identify, implement, and scale AI tools that increase team efficiency, optimize forecasting, and improve data accuracy. Be the champion for intelligent automation.
• Cross-Functional Leadership: Act as the operational bridge between CX and departments like Product, Sales, Marketing, and Finance, driving alignment and shared success metrics.
• Enhance Customer Lifecycle Alignment: Create seamless transitions and consistent experiences from onboarding through renewal by connecting insights and strategies across teams.
• Voice of Customer Programs: Partner with CX and Product to operationalize customer feedback mechanisms that inform strategy and improve retention.
• Churn & Expansion Analysis: Monitor trends, identify risks, and propose proactive interventions to improve customer outcomes and revenue growth.

Who You Are

Experience and background

• 5+ years of experience in CX Operations or Revenue Operations within a SaaS or B2B environment
• Proven track record of partnering with CX leadership on strategic planning, forecasting, and performance optimization
• Demonstrated experience preparing and presenting operational insights to executive stakeholders, including board-level reporting, QBRs, and strategic planning sessions
• Experience designing and scaling operations for segmented customer bases (e.g., SMB, mid-market, enterprise) and/or global teams
• Hands-on experience working with ChurnZero and Salesforce, including workflow design and advanced reporting

Skills

• Strong analytical skills with expertise in forecasting, health scoring, and predictive modeling
• Ability to design and operationalize CX workflows, including segmentation strategies, playbooks, and compensation processes
• Comfortable managing cross-functional change initiatives, including training, communication, and stakeholder engagement
• Proven ability to evaluate, implement, and drive adoption of AI and automation tools to improve efficiency and consistency
• Exceptional communication and project management skills with a strong ability to influence across teams and functions

Personal attributes

• Exceptional verbal and written communication skills
• Strategic thinker with a passion for data, process, and continuous improvement
• Highly collaborative and team-oriented, with a strong ability to build trust and drive alignment
• Self-motivated and energetic, with a proactive mindset and a bias for action
• Proactive problem-solving skills and adaptability to changing business needs
• Detail-oriented and quality-focused, always seeking ways to optimize performance and impact
• A customer-centric mindset focused on enhancing user experience and driving customer success

Why Join Our Team

• Make a visible, strategic impact across the entire customer journey
• Lead cutting-edge CX initiatives in a fast-paced, collaborative SaaS environment
• Drive innovation through AI, automation, and predictive analytics
• Work closely with inspiring leaders across GTM, product, and operations
• Help define the future of how we deliver value to our customers!

About ChurnZero

ChurnZero is the AI-powered platform and partner for customer growth, engineered for customer teams to deliver more recurring revenue and customer value at scale. ChurnZero's customer growth software connects proprietary Customer Success AI, analysis, and automation to the customer experience, enabling personalized in-app communication, advanced health scoring, actionable reporting, accurate revenue forecasting, and scalability across every stage of team maturity. ChurnZero's team prides itself on being a top-rated partner, consultant, and coach to customer teams worldwide. Founded in 2015, ChurnZero is a remote-first company with headquarters in Washington, D.C.