CX Communications Operations Lead - Incidents & Releases

Benchling; San Francisco (CA); Hybrid; USD 130,000 - 165,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Benchling is redefining biotech in the AI era, and the Customer Experience Communications Operations Manager will own the communications backbone for our customer base. You’ll manage incident, change and release, and performance communications, ensuring timely, accurate messaging in regulated environments.

You’ll build templates, dashboards, and RACIs, collaborate with Product, Engineering, and Support, and report to CX Operations leadership.

Responsibilities

• Own the incident communications framework: the severity model, playbooks, approved templates, and structure that let any qualified team send accurate customer comms at any hour.
• Hold accountability for coverage, quality, timeliness, and contractual notification windows across all external incident communications, and keep delivery auditable.
• Run a single intake for all customer comms requests (betas, announcements, releases, breaking and disruptive changes) and own the tiering system that sizes each change to the right audience, channel mix, and timing.
• Build and maintain the approved template library so CX teams can send consistent, on‑brand messaging on demand without routing every request through Operations.
• Administer and improve the tooling that customer comms run through, and partner with the teams that own our integrations and automation across our tooling stack
• Own the dashboards and reporting that show what is in flight, how fast it went out, and how it landed, and present performance and trends to CX leadership.
• Run comms‑lens post‑incident reviews and drive the systemic fixes they surface with Product, Engineering, and Support.
• Own the RACI across CX, Product, and Marketing for each comms type

Job description

Benchling is redefining biotech in the AI era, and the Customer Experience Communications Operations Manager will own the communications backbone for our customer base. You’ll manage incident, change and release, and performance communications, ensuring timely, accurate messaging in regulated environments.

You’ll build templates, dashboards, and RACIs, collaborate with Product, Engineering, and Support, and report to CX Operations leadership.