Remote CX Operations Lead: AI-Driven Process & Insights

Ladders; United States; Remote; USD 116,000 - 174,000; Full time

Benefits offered by this job

Technology focus for impact

AI & automation emphasis

Professional growth support

Collaborative environment

Bonus potential

Job summary

Ladders seeks a CX Operations Manager to oversee the customer experience function, focusing on process improvement, system support, and measurable service outcomes. You will partner with IT and business stakeholders to translate operational needs into scalable system solutions for Professional Services.

This remote US-based role drives automation, reporting, and governance to improve efficiency and visibility across key workflows, with a strong emphasis on dashboards and data-driven decisions.

Qualifications

• 7+ years of experience in operations or Professional Services operations.
• Experience with business-critical SaaS platforms, preferably Certinia or similar.
• Ability to translate business processes into system requirements.
• Strong analytical skills in forecasting and financial analysis.
• Experience building dashboards and reports with tools like Certinia and Salesforce.
• Comfort with SQL or similar data querying tools.
• Excellent written and verbal communication skills.

Responsibilities

• Own the strategy and success measures for the business system supporting Professional Services priorities.
• Collaborate with IT on system requirements, configurations, and issue resolution.
• Perform light administration and configuration within governance models.
• Partner with stakeholders to enhance processes supported by the system.
• Prioritize enhancement requests based on business value and user impact.
• Lead the adoption of AI and automation solutions to improve efficiency.
• Build and maintain reports and dashboards for visibility into KPIs.

Skills

Operations management

Stakeholder collaboration

Automation

Dashboards

SQL

Certinia

Salesforce

Forecasting

Communication

Tools

Certinia

Salesforce

Job description

Ladders seeks a CX Operations Manager to oversee the customer experience function, focusing on process improvement, system support, and measurable service outcomes. You will partner with IT and business stakeholders to translate operational needs into scalable system solutions for Professional Services.

This remote US-based role drives automation, reporting, and governance to improve efficiency and visibility across key workflows, with a strong emphasis on dashboards and data-driven decisions.