Apply if you're excited to:

• Build a clear, visible, and effective system for intake, prioritization, and sequencing, with proactive reporting on delivery dates that stay within scope and meet customer needs

• Translate stakeholder needs into tool assessment, selection, implementation, and ongoing optimization

• Drive adoption and optimization of the CX tech stack to align with critical workflows, both within CX and across other teams

• Build executive-ready dashboards and reporting that uncover trends, measure performance, and turn data into actionable business insights

• Lead engaging meetings and enablement sessions that align stakeholders, drive adoption, and empower internal teams to succeed

About you:

Demonstrated experience owning a CX tool stack end-to-end, including optimization, adoption, reporting, and vendor management

5+ years in customer experience, support operations, or a related operations role, with at least 2 years in a leadership capacity

Experience building reporting and analytics infrastructure used by executive leadership

Passion for building scalable spreadsheets, forecasting models, and capacity plans that drive operational decisions

Experience managing a team, including at least one direct analyst or coordinator-level report

Track record of process improvements with measurable impact on efficiency or cost

Industry credentials such as CCXP (Certified Customer Experience Professional) are highly valued

Demonstrated experience utilizing AI for building and/or optimizing processes

Experienced user of Salesforce, Hubspot, Churnzero or Gainsight, project management software (Klient and or Wrike), Zendesk, Gong, and related tools