Senior Customer Experience Operations Specialist
New
8
8amB2B SaaS
Remote - USFull-TimeSenior
Salary90,000 - 120,000 USD per year
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Job Details
- Experience
- 4-6+ years of experience
- Required Skills
- SQLArtificial IntelligenceBusiness IntelligenceSalesforceBusiness Operations
Requirements
- 4-6+ years of experience in Customer Success/Experience Operations, Revenue Operations, or Business Operations
- Demonstrated ownership of a program or metric outcome, not process facilitation alone, in a B2B SaaS environment
- Proficiency with Salesforce and Intercom as an advanced user, able to build reports, dashboards, in-app messaging, surveys, and workflow automations
- Self-directed and outcome-driven, able to move roadmap projects forward without heavy oversight
- Strong written and verbal communication skills
- Comfort operating within evolving or undefined processes
- Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation
- Preferred: Salesforce Administrator certification
- Preferred: Experience with survey-building tools (e.g., Delighted, Qualtrics, or similar)
- Preferred: Proficiency in SQL or BI tools
Responsibilities
- Identify where new automation and AI can create leverage across the CX org, and scope early-stage ideas from stakeholders across CX into concrete, buildable project plans
- Partner directly with Business Systems and Engineering on infrastructure-level builds for new initiatives, ensuring new projects solve the right cross-functional problem from the start
- Bring technical depth to existing systems (e.g. Salesforce, Intercom) as needed, diagnosing underperforming workflows, writing developer-ready tickets, and rebuilding automation or routing logic when required
- Partner with Enablement to increase adoption of new workflows and automations, training, documentation, and change management for end users
- Convert CX data (NPS/CSAT, retention, support and success metrics) into actionable recommendations for leadership
- Maintain clear, current visibility into initiative status, risks, and dependencies for stakeholders, surfacing issues before they escalate
- Operate as a self-directed driver on assigned initiatives, surfacing blockers and aligning stakeholders without needing to be chased
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