Senior Customer Experience Operations Specialist

8:00 AM; United States; Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical coverage

Learning stipend

Wellbeing support

Professional development

Bonuses and equity options

Company events

Flexible work options

Job summary

8:00 AM is seeking a technically-minded, senior individual contributor to drive CX roadmap initiatives and automation from idea through delivered, working systems. This hands-on builder role scopes early-stage ideas into concrete plans and personally builds the automation that brings them to life.

You will partner with Business Systems, Engineering, BI, and cross-functional teams to ensure projects solve the right problems, and you will translate CX metrics into actionable recommendations for

Qualifications

• Demonstrated experience leveraging AI tools to improve workflows and decision-making.
• 4-6+ years of experience in Customer Success/Experience Operations, Revenue Operations, or Business Operations.
• Strong written and verbal communication skills.
• Demonstrated ownership of a program or metric outcome, not process facilitation alone, in a B2B SaaS environment.
• Self-directed and outcome-driven, able to move roadmap projects forward without heavy oversight.
• Preferred: Salesforce Administrator certification, Intercom experience, survey-building tools (e.g., Delighted, Qualtrics, or similar), in-app messaging platforms, hands-on experience applying AI tools to operational workflows.
• SQL or BI tool proficiency
• Proficiency with Salesforce and Intercom as an advanced user, able to build reports, dashboards, in-app messaging, surveys, and workflow automations

Responsibilities

• Drive new CX roadmap initiatives and automation from idea through delivered systems.
• Scope ambiguous ideas into concrete, buildable project plans and personally build automation.
• Bring technical depth to new builds and diagnose underperforming workflows.
• Partner with Business Systems, Engineering, BI, and CX teams to ensure cross-functional alignment.
• Convert CX data into actionable recommendations for leadership.
• Maintain visibility into initiative status, risks, and dependencies.
• Operate as a self-directed driver on assigned initiatives.

Skills

AI/Automation

SQL

Salesforce

Intercom

BI tools

Tools

Salesforce

Intercom

Delighted

Qualtrics

Job description

• 8am is looking for a technically-minded, senior individual contributor to drive new CX roadmap initiatives and automation from idea through delivered, working systems
• This is a hands-on builder role, you scope ambiguous, early-stage ideas from stakeholders across CX, BI, Sales, and Marketing into concrete, buildable project plans, then personally build the automation, workflow, or integration that brings each one to life
• You bring the same technical depth to new builds as to existing systems: when a workflow underperforms, you know why, and you can write the ticket or rebuild the logic yourself
• But the core of this role is forward-looking, identifying where new automation and AI can create leverage across the CX org, scoping it, and shipping it
• You partner directly with Business Systems and Engineering on infrastructure-level builds, and with BI, Customer Operations, Sales, Finance, and Marketing to make sure new projects solve the right cross-functional problem from the start
• Identify where new automation and AI can create leverage across the CX org, and scope early-stage ideas from stakeholders across CX into concrete, buildable project plans
• Partner directly with Business Systems and Engineering on infrastructure-level builds for new initiatives, ensuring new projects solve the right cross-functional problem from the start
• Bring technical depth to existing systems (e.g. Salesforce, Intercom) as needed, diagnosing underperforming workflows, writing developer-ready tickets, and rebuilding automation or routing logic when required
• Partner with Enablement to increase adoption of new workflows and automations, training, documentation, and change management for end users
• Convert CX data (NPS/CSAT, retention, support and success metrics) into actionable recommendations for leadership
• Maintain clear, current visibility into initiative status, risks, and dependencies for stakeholders, surfacing issues before they elevate
• Operate as a self-directed driver on assigned initiatives, surfacing blockers and aligning stakeholders without needing to be chased

Benefits

• Wide range of affordable, company-supported medical, dental, vision, and disability plans
• Reimbursements for whatever helps you bring the WOW, whether that’s health and wellness or learning
• Mental health support and an Employee Assistance Program
• Access to cutting-edge conferences, professional manager coaching and ongoing professional development
• Bonuses and unit options as part of our total rewards packages
• Team meetings, company-wide all-hands, and offsite events
• Office, remote & hybrid work options

Requirements

• Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation
• Strong written and verbal communication skills
• Demonstrated ownership of a program or metric outcome, not process facilitation alone, in a B2B SaaS environment
• 4-6+ years of experience in Customer Success/Experience Operations, Revenue Operations, or Business Operations
• Comfort operating within evolving or undefined processes
• Self-directed and outcome-driven, able to move roadmap projects forward without heavy oversight
• Preferred: Salesforce Administrator certification, Intercom experience, survey-building tools (e.g., Delighted, Qualtrics, or similar), in-app messaging platforms, hands-on experience applying AI tools to operational workflows.
• SQL or BI tool proficiency
• Proficiency with Salesforce and Intercom as an advanced user, able to build reports, dashboards, in-app messaging, surveys, and workflow automations