Overview
Customer Experience Operations Manager Jobs in United States at RemoteHunter
Title: Customer Experience Operations Manager
Company: RemoteHunter
Location: United States
1. About Our Client:
The organization operates in the customer experience and technology space, focusing on optimizing customer engagement strategies and operational processes. It addresses challenges related to managing and enhancing customer lifecycle workflows and automation by leveraging advanced technical platforms and AI-enabled solutions. The organization supports customer-facing teams through scalable, reliable system operations and integrates technology to improve service delivery and operational efficiency. The role is based in North America with remote work options in Canada and the USA, reflecting a geographically distributed team model.
2. About the Opportunity:
The Customer Experience Operations Manager serves as the primary technical administrator and subject matter expert for the organization''s customer office technology stack. This role is responsible for managing and optimizing system configurations, workflows, automations, integrations, and reporting to support customer engagement and operational strategies. The position drives AI-enabled automation and workflow design across the customer lifecycle to enhance efficiency, streamline processes, and improve service delivery. It also provides expert guidance and support to internal teams to maximize system capabilities and operational excellence.
3. Responsibilities:
• Administer and optimize the Customer Office tech stack, including Gainsight, Kantata (Mavenlink), and related platforms
• Manage system configurations, workflows, automation, business rules, integrations, and reporting
• Ensure accurate system configuration, integration, and alignment to customer engagement strategies
• Provide advanced system support and troubleshoot to minimize disruptions for customer-facing teams
• Monitor system performance, conduct audits, and implement enhancements for scalability and reliability
• Design and implement end-to-end customer lifecycle workflows ensuring seamless team handoffs
• Lead AI and automation initiatives such as predictive health scoring and intelligent triggers
• Identify and apply process improvements to reduce manual work and optimize system performance
• Collaborate with cross-functional stakeholders to gather requirements and deliver scalable solutions
• Partner with Customer Success, Support, and Professional Services teams to enhance service delivery
• Continuously improve processes, workflows, and system usage across the Customer Office
• Act as a systems expert providing guidance, training, and best practices to internal teams
• Support change management and tool adoption
• Perform other related duties as assigned
4. Requirements:
• 8+ years in Customer, Revenue, or Operations roles with hands-on experience managing platforms like Gainsight, Kantata, Salesforce, or similar, preferably in SaaS or technology environments
• Proven ability to configure, optimize, and maintain Customer Experience or Customer Success platforms including workflows, automation, and reporting
• Preferred certifications or experience: Gainsight Admin, Professional Services Automation tools (e.g., Kantata/Mavenlink), CRM platforms (e.g., Salesforce), and data integration tools
• Experience implementing or leveraging AI and automation in operational settings
• Strong understanding of the end-to-end customer lifecycle and Customer Experience strategy
• Ability to translate business requirements into scalable technical solutions
• Skills in collaboration, creativity, open communication, and problem solving
• Demonstrated teamwork, innovation, and organized approach to complex challenges
5. Pay Range and Compensation Package:
• Canada Pay Range: $96,100—$134,700 CAD
• US Pay Range: $102,300—$143,300 USD
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.
