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Manager, Data & CX Operations
Vector Solutions. Own the operational design of the customer lifecycle journey, including process and system builds for onboarding, adoption, support, renewal, and expansion .
About the role
Key responsibilities & impact- Own the operational design of the customer lifecycle journey, including process and system builds for onboarding, adoption, support, renewal, and expansion
- Build scalable workflows across CX functions, including onboarding playbooks, escalation paths, and proactive outreach frameworks
- Identify and remove operational friction through automation or self-service
- Use AI to reduce manual work across CX operations and build and run agents for recurring workflows
- Evaluate AI use cases and present evidence-based recommendations to stakeholders
- Administer and own the CX platform stack, including the customer success platform and Salesforce
- Configure health scores, churn risk signals, journeys, plays, and segmentation
- Maintain accurate customer data in CX platforms
- Own CX requirements for integrations with sales and marketing systems, partnering with Marketing Ops and Revenue Ops
- Build operational reporting and dashboards covering customer health, churn risk, adoption, and team activity
- Translate metrics and trends into actionable decisions for Customer Success, Services, and Renewals teams
- Lead cross-functional CX initiatives from process and system design through completion
- Work with the Chief Customer Officer and CX leadership on recommendations, tradeoffs, and progress
- Mentor colleagues across Customer Operations
- Support rollout of new CX processes through documentation and system changes
Requirements
What you’ll need- 5+ years in Customer Experience Operations, Customer Success Operations, or a related operations role with increasing scope
- Hands-on experience administering a customer success platform: building workflows, configuring health scores, and designing journeys, plays, and segmentation
- Demonstrated use of AI to streamline workflows, including building or operating agents in a production setting
- Experience in customer experience operations or customer success operations in a SaaS environment
- Working knowledge of Salesforce and how it supports CX workflows
- Strong analytical skills, with the ability to explain how a number was derived and why a trend is real
- Track record of taking cross-functional initiatives from ambiguity to a measurable outcome, with hands on the build as well as the plan
- Comfortable working without a defined spec: shaping the approach in unclear situations and building alignment
- Clear communication with stakeholders at every level, including the ability to disagree productively
- Experience working directly with executive stakeholders, including presenting recommendations and defending tradeoffs to a C-level audience
Benefits
Comp & perks- Comprehensive benefits package effective the first of the month after hire
- Matching 401(k) retirement plan
- Healthy work-life balance with flexible work arrangements and generous time off
- Generous referral incentive program
- Tuition Reimbursement Program
- Pet Insurance
- OnePass Gym/Wellness Discount Program
- Calm Health-Employee Membership
- Company social events
- Employee Resource Groups
- Philanthropic opportunities