Senior Manager, CX Operations - Remote Eligible

Senior Manager, CX Operations

We're looking for a Senior Manager, CX Operations to join our team as the trusted business partner to our global Head of Support and CX. The ideal candidate will be an AI-native, data-driven operator who thrives in solving complex problems and delivering the post possible customer experience. The Senior Manager will focus on Support functions spanning day to day customer touchpoints, white glove dedicated service models, customer retention activities, product feedback loops, and proactive customer adoption and expansion playbooks. You will drive the rhythm of business for our Support leadership by unlocking data insights, inspecting performance, forecasting customer needs and internal capabilities, and influencing strategic decisions. You'll also continuously innovate and enhance our technology automation and AI solutions to deliver compelling customer support experience at global scale. This role will represent our stakeholder teams in cross-company projects and initiatives centered on accelerating customer growth and revenue retention while maintaining operational efficiency.

This CX Operations leadership role is a career-defining opportunity to join a hyper-growth, industry-defining innovator and shape a function that will have a wide-reaching impact across our company and our customers. We're in need of a highly driven builder to blend strategic planning with rigorous execution across all aspects of our business processes, achieving operational excellence through automation and AI. If this sounds like the next adventure for you, please apply now!

About the role

• Identify operational bottlenecks and design scalable solutions by utilizing a mix of process improvements, automation, and AI-driven tools to revolutionize our critical business processes and increase team productivity
• Extract key business insights from qualitative and quantitative data, identify risks and opportunities and create programs to mitigate long-term issues and drive more revenue and higher customer retention
• Promote a culture and methodology for rapid innovation and experimentation across playbooks to drive customer retention and expansion outcomes via the support experience
• Drive the adoption of new tools and processes, including AI and automation platforms, to drive productivity
• Synthesize the customer support experience and overall trends to drive cross-functional alignment with teams including Sales, Product & Engineering, Customer Success, and Finance
• Lead and execute strategic initiatives to optimize and transform customer experience and internal collaboration processes
• Drive annual planning, budgeting, capacity modeling, forecasting, and monthly/quarterly business review functions

About you

• 8+ years in an Operations and/or Strategy role focused on Customer Support, Customer Experience, Customer Success, or similar functions
• Deep knowledge of support methodology, processes, tools, and metrics
• Track record of leading technology-enabled business process transformations, with an emphasis on strategic application of AI and automation tools and techniques
• Expert in managing and analyzing data, including building ad hoc reports and spreadsheet models as well as leveraging business intelligence tools to create executive dashboards
• Experience with managing budgets, running a forecasting cadence, and performing variance analysis
• Effective at engaging and influencing executive stakeholders, building consensus, and driving collaborative change
• Demonstrated leadership role in building/scaling teams and workflows, preferably in a customer-facing or operations function
• Direct experience with a SaaS business model, customer journey and core KPIs in a high-growth, global environment
• Proficient with Salesforce, ClickUp, ZenDesk or comparable platforms
• Strategic thinker with a bias for action—hands-on, scrappy, and able to take projects to the finish line
• Exhibits extreme accountability and ownership, with an obsession for continuous improvement and mastery of your craft

Unsure if you meet all the qualifications of this job description but are deeply excited about the role? We hire based on ambition, grit, and a passion for improving the way people work. If you think ClickUp is the company for you, we encourage you to apply!

At ClickUp, we assess every candidate based on the potential impact they can have. We hire the best people for the job and support each person's journey to build their boldest career.

Equal Opportunity Employer

ClickUp is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

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