Senior CX Automation & Ops Specialist

8am; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health Insurance

Competitive compensation

401(k) or equivalent

Bonus potential

Job summary

8am is seeking a technically minded senior individual contributor to drive CX automation and roadmap initiatives from idea to live systems. You’ll scope ambiguous ideas from CX, BI, Sales, and Marketing into concrete project plans and personally build the automation or integration.

You will leverage Salesforce and Intercom to diagnose underperforming workflows, write developer tickets, and improve routing logic, while partnering with Business Systems and Engineering on infrastructure builds.

Qualifications

• 4-6+ years of experience in Customer Success/Experience Operations, Revenue Operations, or Business Operations.
• Ownership of a program or metric outcome in a B2B SaaS environment.
• Proficiency with Salesforce and Intercom as an advanced user, able to build reports, dashboards, in‑app messaging, surveys, and workflow automations.
• Self‑directed and outcome‑driven, able to move roadmap projects forward without heavy oversight.
• Strong written and verbal communication skills.
• Comfort operating within evolving or undefined processes.
• 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.
• Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision‑making, or drive innovation.

Responsibilities

• 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 escalate.
• Operate as a self‑directed driver on assigned initiatives, surfacing blockers and aligning stakeholders without needing to be chased.

Skills

Salesforce

Intercom

SQL

BI tools

Communication

Self-directed

AI workflow automation

Tools

Salesforce reports & dashboards

Intercom workflows

AI-driven ops tools

Job description

8am is seeking a technically minded senior individual contributor to drive CX automation and roadmap initiatives from idea to live systems. You’ll scope ambiguous ideas from CX, BI, Sales, and Marketing into concrete project plans and personally build the automation or integration.

You will leverage Salesforce and Intercom to diagnose underperforming workflows, write developer tickets, and improve routing logic, while partnering with Business Systems and Engineering on infrastructure builds.