Senior Manager, CX Systems & Operations
New
S
ScentbirdE-commerce, subscriptions
United StatesFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 7+ years in CX operations, CX technology, or support systems
- Required Skills
- Jira
Requirements
- Have 7+ years of experience in CX operations, CX technology, or support systems.
- Demonstrate end-to-end ownership of a CX tech stack, including platform administration, workflow architecture, vendor management, and integration oversight.
- Bring experience in high-volume DTC, e-commerce, or subscription businesses; multi-brand experience is preferred.
- Have a track record of AI and automation self-service initiatives with measurable impact on containment rates and cost per contact.
- Have experience bridging CX and Engineering, including scoping backend fixes, writing specifications, and tracking delivery through Jira or equivalent.
- Have expert-level knowledge of Kustomer or an equivalent enterprise helpdesk platform, including routing, SLAs, queues, workflow automation, and reporting.
- Have hands-on ownership of DigitalGenius, Forethought, Intercom, or an equivalent AI/automation platform, including flow building, intent management, and escalation configuration.
- Understand API integrations and be able to scope technical requirements, write engineering specifications, and evaluate feasibility without writing code.
- Have experience with Recurly, Recharge, or an equivalent subscription management platform and its CX workflow implications.
- Be proficient with Jira or an equivalent tool for bug tracking, engineering escalation, and technical project management.
- Be able to build CX dashboards, model contact volume and automation trends, and present data-driven findings to senior leadership.
- Be familiar with Sprout Social or equivalent social support tooling and marketplace integrations such as Amazon Seller Central and TikTok Shop.
Responsibilities
- Administer the CX technology stack, including Kustomer, DigitalGenius, StellaConnect/Medallia, Sprout Social, and Trustpilot.
- Own Kustomer workflow architecture, including routing rules, SLA policies, conversation attributes, queue logic, team assignments, and macros.
- Evaluate, configure, and roll out platform changes, integrations, and tooling upgrades across both brands.
- Own DigitalGenius flow architecture, intent libraries, escalation logic, agent handoffs, response quality, and performance audits.
- Analyze containment and escalation data and expand API-supported automation with Engineering and Product.
- Oversee Tier II operations and complex backend contacts, including address, backorder, order-correction, and billing or subscription issues.
- Maintain SOPs for Tier II and backend processes and ensure documentation reflects platform and automation changes.
- Oversee Drift support operations across email, social channels, Amazon, TikTok Shop, and Trustpilot, and monitor its CX KPIs.
- Build and maintain CX dashboards, KPI reports, executive updates, and the monthly budget tracker for Scentbird and Drift.
- Partner with Engineering, Product, Operations, and vendors to resolve platform issues and systemic customer-impacting problems.
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