CX Operations Lead — Enterprise Support & AI

Model N, Inc.; United States; On-site; USD 145,000 - 195,000; Full time

Benefits offered by this job

Unlimited PTO

Comprehensive medical, dental, and视on

Health Savings & Flexible Spending

401(k) with company match

Volunteer Time Off

Life and pet insurance

Employee Assistance & Mental Health

Career development

Job summary

Model N is seeking a hands-on Manager of CX to establish and evolve the operational foundation for a highly technical, engineer-led support organization.

The role focuses on clarity of complex workflows, reliable reporting, and using insights to inform product and engineering decisions. It requires balancing strategy with hands-on optimization and embracing AI-enabled capabilities to support customers and engineers.

Qualifications

• 10+ years of experience in Support Operations or related roles in a B2B/complex product environment.
• Experience building, leading, and developing high-performing teams.
• Experience working with technical support or support engineering teams.
• Ability to align team priorities to evolving business needs and drive clarity.
• Experience building structure, reporting, and processes with incomplete or evolving data.
• Interest in applying AI to improve support knowledge management.
• Hands-on experience with Salesforce Service Cloud configuration, workflows, and reporting.
• Familiarity with AI-enabled tools such as knowledge generation or intelligent intake.

Responsibilities

• Define and evolve a practical, forward-looking support operations roadmap.
• Establish lightweight operating cadences and performance tracking.
• Own Salesforce Service Cloud structure and optimization; refine case lifecycle and routing.
• Partner with internal and external teams to maintain data integrity and reliability.
• Improve intake, categorization, and routing to align with product areas.
• Define core support metrics and build actionable dashboards.
• Develop documentation and playbooks to standardize execution while enabling experts.
• Lead cross-functional collaboration between Support, Product, and Engineering.
• Scale the Support Operations function and build a high-performing team.

Skills

Leadership

Salesforce Service Cloud

AI in support

Analytics

Cross-functional collaboration

Problem solving

Tools

Forethought

Agentforce

Job description

Model N is seeking a hands-on Manager of CX to establish and evolve the operational foundation for a highly technical, engineer-led support organization.

The role focuses on clarity of complex workflows, reliable reporting, and using insights to inform product and engineering decisions. It requires balancing strategy with hands-on optimization and embracing AI-enabled capabilities to support customers and engineers.