CX Operations Manager

Responsibilities

• Serve as the system administrator for the CX tech stack, including CRM, ticketing, and analytics platforms
• Manage SaaS evaluations, vendor selection, and implementation of CX tools
• Build and maintain automated dashboards for team performance, partner health, and SLA compliance
• Design and maintain data pipelines connecting CX activity to business outcomes
• Document and optimize CX workflows and business processes
• Develop partner health scoring methodologies and predictive churn models
• Configure QA scoring rubrics and generate performance reports for coaching
• Coordinate cross-functional initiatives with Engineering, Product, and Operations

Requirements

• 5-8+ years of experience in CX operations, revenue operations, or business analytics
• Experience in payments, fintech, or B2B SaaS preferred
• Proven track record of building operational infrastructu...