Remote CX Ops Leader - Scale Playbooks & Dashboards

Entegrata; Northern (KY); Hybrid; USD 110,000 - 170,000; Full time

Benefits offered by this job

Competitive compensation

Medical/Dental/Vision insurance

401(k) with employer match

Unlimited PTO

Flexible remote work

Job summary

Entegrata in the United States is seeking a Customer Experience Operations Manager to design and run the CX function’s backbone. You own the tools, playbooks, metrics, and processes that let CXMs, Implementation, and Support scale without sacrificing quality.

This is a systems-and-process role: you instrument the CX org with data, build health dashboards, refine adoption and renewal operations, and partner with Finance on data integrity.

Qualifications

• 4+ years in customer success operations, revenue operations, or a related operations role at a SaaS company.
• Hands-on administration of a CRM platform and reporting tools. HubSpot experience preferred.
• Strong analytical skills: comfortable defining metrics and building dashboards.
• Track record designing scalable processes and playbooks in a high-growth environment.
• Excellent cross-functional coordination and communication.

Responsibilities

• Own the CX tooling stack (CRM, ticketing, and reporting) including configuration, integrations, and administration.
• Design and maintain playbooks, templates, and standard operating procedures across onboarding, adoption, support, and renewal.
• Build health scoring, dashboards, and reporting that give leadership a clear view of portfolio health and team performance.
• Refine and track CX metrics (adoption, time-to-value, retention, CSAT, response and resolution times) and drive improvement.
• Own renewal and expansion operations: forecasting hygiene, data accuracy, and process orchestration.
• Partner with other teams including Finance on customer data integrity and reporting.
• Identify process bottlenecks and lead continuous improvement initiatives across the CX function.

Skills

CRM administration

Dashboard design

Cross-functional coordination

Analytical thinking

Process improvement

Tools

HubSpot

SQL

BI tools

Job description

Entegrata in the United States is seeking a Customer Experience Operations Manager to design and run the CX function’s backbone. You own the tools, playbooks, metrics, and processes that let CXMs, Implementation, and Support scale without sacrificing quality.

This is a systems-and-process role: you instrument the CX org with data, build health dashboards, refine adoption and renewal operations, and partner with Finance on data integrity.