Senior Manager, CX Systems & Operations

Scentbird Inc; United States; On-site; USD 140,000 - 190,000; Full time

Job summary

Scentbird Inc. is seeking a technically-minded Senior Manager of CX Systems & Operations to own the backend infrastructure, automation stack, and operational health of our customer experience organization across Scentbird and Drift.

This role focuses on systems ownership, platform administration, AI/automation optimization, API-driven workflows, data reporting, and close collaboration with Engineering, Product, and Operations.

Responsibilities

• CX Platform Administration & Systems Ownership
• Manage full CX tech stack: Kustomer, DigitalGenius, StellaConnect/Medallia, Sprout Social, and Trustpilot
• Own workflow architecture in Kustomer – routing rules, SLA policies, conversation attributes, queue logic, team assignments, and macro management
• Lead evaluation, configuration, and rollout of platform changes, new integrations, and tooling upgrades across both brands
• Manage CX readiness for backend platform migrations (e.g., Recurly subscription management transition) including agent tooling, SOP updates, and data integrity checks
• Own the technical relationship with platform vendors - escalations

Job description

About Scentbird

Scentbird inspires fragrance lovers to go beyond the ordinary and sample scents that evoke passion, confidence, and the unknown. Our mission is to revolutionize the way we perfume by bringing the ultimate fragrance playground right to your fingertips and offering a digital subscription service that lets members choose from over 1000+ designer perfumes each month.

About the Brands

Scentbird : The easiest way for fragrance lovers to discover, try, and buy their favorite scented products without a commitment

Deck of Scarlet: Deck of Scarlet is on a mission to break the clean category, redefining what clean fragrances should smell like. Composed entirely of vegan, cruelty-free ingredients, our fragrances bridge the gap between the clean and luxury categories, using the highest eau de parfum concentrations housed in sculptural, eye-catching bottles. You shouldn't have to choose between being luxe and refined, or clean and vegan-now, you don't have to.

Confessions Of A Rebel: We were born in 2018, holding fast to the idea that the fragrance industry was in dire need of a change. When we looked around, all we saw was a sea of sameness: outdated archetypes of femininity and masculinity paired with unrelatable images of luxury that we had no say in. In truth, we are complex in ways that cannot be contained in the traditional heteronormative stereotypes, existing beyond the binary with raw, unfiltered voices that deserve to be heard.

Goodhabit: Enriched with a blend of essential oils, Goodhabit's clean, vegan, cruelty‑free fragrances act as bottled intentions you set free with each mist. Our scents are designed to help you align with the good habits you're building, while working to enhance and boost your mood. Inhale, exhale, and let the good energy flow through you.

Sanctuary: Created for those who care about the fate of our planets, Sanctuary offers fragrance for a better future. Our clean, community‑driven fragrances are inspired by endangered species and their habitats, each aimed at raising money and awareness for the preservation of their namesake.

Drift: Drift began as an alternative to all of the tacky air care products on the market. Our products are designed to blend in, with amazing scents that stand out. We take pride in our fragrances, keeping them free from the traditional chemicals used in the fragrance industry. We never skimp on quality of our scents or the products that deliver them. Our design ethos is simple but effective. We love our community, those who won't settle for ordinary, and we want to deliver a best in class experience.

Scentbird is committed to bringing individuals from different backgrounds and perspectives into the Nest. We strive to uphold an inclusive environment where individuals of all different backgrounds, ages, colors, ethnicities, gender, or gender identities, genetics, physical or mental abilities, protected veteran status, race, religious or sexual orientation, thrive. We respect the laws enforced by the EEOC and are dedicated internally to going above and beyond in fostering diversity. Come as you are - we're excited to meet you.

Senior Manager, CX Systems & Operations

About the Role

Scentbird is looking for a technically-minded Senior Manager of CX Systems & Operations to own the backend infrastructure, automation stack, and operational health of our customer experience org across Scentbird and Drift.

This is not a traditional CX leadership role. The core of this position is systems ownership - platform administration, AI/automation optimization, API-supported workflow design, data reporting, and deep technical partnership with Engineering, Product, and Operations. You are the person who knows why a DigitalGenius flow is underperforming, can write the Jira ticket that explains it to a developer, and can rebuild the Kustomer routing logic to fix it. You bring operational rigor and technical depth, and you use both every day.

What You'll Be Responsible For

• CX Platform Administration & Systems Ownership
• Serve as primary owner and administrator of the full CX tech stack: Kustomer, DigitalGenius, StellaConnect/Medallia, Sprout Social, and Trustpilot
• Own workflow architecture in Kustomer - routing rules, SLA policies, conversation attributes, queue logic, team assignments, and macro management
• Lead evaluation, configuration, and rollout of platform changes, new integrations, and tooling upgrades across both brands
• Manage CX readiness for backend platform migrations (e.g., Recurly subscription management transition) including agent tooling, SOP updates, and data integrity checks
• Own the technical relationship with platform vendors - escal