CX Operations Lead: Salesforce Service Cloud & AI

RxVantage; Salt Lake City (UT); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Dental insurance

HSA contribution

Disability insurance

Life insurance

401k matching

Work from Anywhere within the US

Flexible PTO

Parental leave

Wellhub membership

Charitable donation matching

Job summary

RxVantage is seeking an experienced CX Operations Manager to design and optimize the systems powering client experiences. You will own the operational backbone, ensuring Salesforce Service Cloud, Zoom Contact Center, and CX tools work together to deliver frictionless client interactions.

Join a cross-functional team collaborating with Service, Account Management, and key client stakeholders to build scalable workflows, reduce friction, and elevate service excellence across the lifecycle.

Qualifications

• Salesforce Service Cloud Admin experience including case management, automation, reporting.
• Salesforce Service Cloud Consultant or Administrator Certification required.
• Hands-on experience administering Zoom Contact Center or similar CCaaS.
• Strong understanding of service data models, SLAs, entitlements, queues, and routing.
• Working knowledge of AI applications in service environments and workflow automation.
• Experience integrating tools that support client-facing interactions (CRM, contact center, knowledge base, reporting).

Responsibilities

• Design, administer, and improve CX systems powering RxVantage client experiences.
• Configure Salesforce Service Cloud, Zoom Contact Center, and CX tools for seamless operation.
• Create scalable CX workflows aligned with service processes and client needs.
• Collaborate with Service and Account Management to reflect real-world processes.
• Implement AI-driven capabilities to boost efficiency and outcomes.
• Capture and report service data for performance management and continuous improvement.
• Identify friction points and drive system/process improvements.
• Roll out new CX tools, features, and integrations across the tech stack.
• Align service metrics with GTM reporting with Revenue Operations and Data teams.
• Document CX processes, configurations, and best practices for scale.
• Serve as a trusted operational partner to client-facing teams and strategic accounts.

Skills

Salesforce Admin

Salesforce Certification

Zoom CCaaS

Service data models

AI in service

CRM integration

Tools

CRM tools

Job description

RxVantage is seeking an experienced CX Operations Manager to design and optimize the systems powering client experiences. You will own the operational backbone, ensuring Salesforce Service Cloud, Zoom Contact Center, and CX tools work together to deliver frictionless client interactions.

Join a cross-functional team collaborating with Service, Account Management, and key client stakeholders to build scalable workflows, reduce friction, and elevate service excellence across the lifecycle.