Customer Experience Operations & Systems Manager

Monograph; United States; Hybrid; USD 110,000 - 135,000; Full time

Benefits offered by this job

100% healthcare premium coverage

Dental & vision coverage

New laptop & equipment

Wellness Stipend

Job summary

Monograph is seeking a Customer Experience Operations Manager to drive the efficiency of our team through data analysis. In this role, you will work closely with leadership to define customer experience objectives and implement scaling processes.

We're looking for someone with 3+ years of relevant experience, strong project management skills, and a background in customer success platforms. The position includes a competitive salary range of $110,000 - $135,000, alongside comprehensive benefits.

Qualifications

• 3+ years of relevant experience in Customer Experience operations or sales operations.
• Demonstrated experience with Customer Success Platforms.
• Experience building health and adoption scoring.
• Proficiency in SQL.

Responsibilities

• Collaborate with CX VP and managers to analyze business growth.
• Monitor and troubleshoot data issues across CX systems.
• Partner with Finance to monitor customer lifecycle.
• Detect at-risk renewals and design remediation playbooks.
• Analyze and improve Customer Health Score.
• Build and maintain centralized dashboards for CX.
• Align infrastructure between Operations and Product teams.
• Establish SLAs across Revenue and CX teams.

Skills

Critical thinking

Communication skills

Leadership

Project management

Detail-oriented

Documentation skills

Tools

Churnzero

Intercom

Salesforce

BigQuery

SQL

Job description

Look around you today, every store, home, hospital, school, was made possible by the coordination of architects and a team of professionals. They are charged with the responsibility of creating our shelters and yet, they are left with nothing more than Excel to manage their work. We're here to change that.

What is Monograph?

Monograph is a firm performance management platform for architecture and engineering practices. Firms use Monograph to make quick and confident decisions about budgeting and resources to drive their practices forward.

Why Work at Monograph?

People first: Core to the team, we believe in people first, curiosity, and empathy. You'll be a culture ambassador and deploy your genuine value for relationships to drive success and happiness.

Build a company that will redefine architecture: Project management is just the beginning...we have big ambitions to help facilitate the entire design process from becoming the document source of truth to coordinating with consultants. You can shape the future of building design.

Work with some of the best product people in the world: We’re an innovative team of highly productive individual contributors with a strong design background. You will be doing some of the best work of your life.

About the Role

As our Customer Experience (CX) Operations Manager, you will drive the effectiveness and efficiency of our team through data and become a key partner in defining customer experience objectives, strategy, and tactics, and in implementing processes that scale. A successful candidate is highly analytical, skilled at creating processes, and can confidently lead both insight generation and execution. Reporting to our VP Operations, the CX Operations Manager will act as the operations steward for workflows and systems for the VP of CX.

Your Role

• Collaborating closely with the CX VP and managers to gain insights into our current business growth stage and departmental needs
• Monitor and troubleshoot data issues across CX systems (Churnzero, Intercom, Salesforce, BigQuery) — coordinate root cause analysis, and ensure timely resolution to minimize downstream business impact
• Partner with Finance and Revenue operations to monitor the entire customer lifecycle (contracting, onboarding, renewals, churn) to identify and address process or insights gaps in the customer journey
• Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation
• Analyze and improve our Customer Health Score. Leverage strategic score feedback to build on and improve relationship management processes
• Build and maintain centralized dashboards for CX functions (Support, Customer Success, Account Management)
• Collaborate closely between the Operations team and Product to align infrastructure and ensure CX reporting is accurate, consistent, and accessible
• Establishing, maintaining, and enforcing SLAs across Revenue and CX teams

You Have

• Excellent critical thinking skills; ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
• Clear communication with excellent written, verbal, and listening skills
• Strong leadership and interpersonal skills with an ability to drive cross-functional teams
• Strong project management skills focused on driving change in a complex environment
• Highly meticulous with detail, ability to manage multiple concurrent projects, and collaborate effectively across multiple departments and meet deadlines
• Ability to effectively document processes utilized by CX for new and existing team members

Your Experience

• 3+ years relevant experience in Customer Experience operations or sales operations
• Demonstrated experience rolling out and working with Customer Success Platforms (i.e. Custify, Intercom, Salesforce etc.)
• Experience building health and adoption scoring - aggregating data, mapping between systems, and scoring optimization
• Proficiency in SQL
• Salesforce admin-level skills are a bonus

Compensation

• $110,000 - $135,000 salary (depending on experience), plus a comprehensive benefits package.

We encourage individuals from underrepresented backgrounds, including women and minorities, to apply for this position. We believe in creating a diverse and inclusive workplace and welcome candidates who may not meet every listed requirement but are eager to contribute and grow within our team. Even if you don't meet every requirement, we still encourage you to apply.

You'll Love Our Benefits

Innovative engineering and product culture

Early-stage well-funded company

Inclusion and diversity as a company priority

And for US-based, full-time employees:

100% premium coverage on our healthcare plans for employees and their families

Dental & vision coverage for employees and families

New laptop & equipment

Wellness Stipend