Head of Customer Experience & Operations

Justworks; New York (NY); On-site; USD 140,000 - 180,000; Full time

Job summary

Justworks is seeking a Manager of Customer Experience Specialists in New York to lead the operational engine behind our Customer Success Organization. You will guide a frontline team, manage product escalations, and partner cross-functionally to elevate the customer experience.

You will define the strategy, operating model, and future direction of the CX Specialist function, transforming it into a proactive center of excellence focused on product expertise and operational excellence.

Qualifications

• Experience leading customer-facing teams and driving process improvements.
• Ability to build scalable operating models and knowledge systems.
• Proven track record in product support or customer operations.

Responsibilities

• Lead and develop a high-performing team of Customer Experience Specialists.
• Define strategy and operating model for the CX Specialist function.
• Establish standards for support quality, escalation handling, and cross-functional collaboration.
• Drive proactive customer experience initiatives and continuous innovation.

Skills

Customer operations

Leadership

Cross-functional collaboration

Operational excellence

Tools

Slack

Job description

Justworks is seeking a Manager of Customer Experience Specialists in New York to lead the operational engine behind our Customer Success Organization. You will guide a frontline team, manage product escalations, and partner cross-functionally to elevate the customer experience.

You will define the strategy, operating model, and future direction of the CX Specialist function, transforming it into a proactive center of excellence focused on product expertise and operational excellence.