CX Communications Operations Lead (Incidents & Releases)

Benchling; Boston (MA); Hybrid; USD 130,000 - 165,000; Full time

Job summary

Benchling, the AI platform for biotech R&D, is seeking a Customer Experience Communications Operations Manager in Boston. You will own incident, change, and communications performance streams, ensuring messages are accurate, timely, and compliant in regulated environments.

You will lead an end-to-end intake, tiering, templates, and dashboards, partnering with Product, Engineering, and Support, reporting to the Leader of CX Operations. 3 days on-site requested.

Qualifications

• 8+ years in customer communications operations in B2B SaaS.
• Proven ability to build tiered, repeatable processes and RACIs.
• Experience influencing and coordinating across teams to drive results.
• Strong editorial judgment for technical changes and incidents.
• Experience operating in regulated or validated environments.

Responsibilities

• Own the incident communications framework, severity model, playbooks, and templates.
• Ensure coverage, quality, timeliness, and auditable delivery of external incident communications.
• Run a single intake for all customer comms requests and manage the tiering system.
• Build and maintain the approved template library for on-demand, on-brand messaging.
• Administer and improve the tooling for customer comms and partner with integrations teams.
• Own dashboards and reporting to show in-flight work, speed, and outcomes.
• Run comms-lens post-incident reviews and drive systemic fixes with Product/Engineering/Support.
• Own the RACI across CX, Product, and Marketing for each comms type.

Skills

Customer communications operations

Incident management

Change management

Editorial judgment

Regulated environments

AI tooling integration

Tools

Salesforce

Zendesk

Gainsight

Status/incident tool

BI and reporting tools

Email marketing automation

Job description

Benchling, the AI platform for biotech R&D, is seeking a Customer Experience Communications Operations Manager in Boston. You will own incident, change, and communications performance streams, ensuring messages are accurate, timely, and compliant in regulated environments.

You will lead an end-to-end intake, tiering, templates, and dashboards, partnering with Product, Engineering, and Support, reporting to the Leader of CX Operations. 3 days on-site requested.