Customer Experience Operations Manager

Customer Experience Operations Manager

Join Monograph as a Customer Experience Operations Manager. In this role, you will enhance our team's effectiveness using data. You will help shape our customer experience objectives and implement processes that support our growth.

About the Role

As the Customer Experience Operations Manager, you will work closely with our Customer Experience (CX) team. Your insights will help us understand our current business needs and improve our customer journey.

What You'll Do

• Collaborate with the CX VP and managers to assess our business growth and departmental needs.
• Monitor and troubleshoot data issues across various CX systems, including Churnzero, Intercom, Salesforce, and BigQuery.
• Partner with Finance and Revenue operations to oversee the entire customer lifecycle, from contracting to renewals and churn.
• Analyze and enhance our Customer Health Score.
• Build and maintain centralized dashboards for CX functions, including Support, Customer Success, and Account Management.
• Establish, maintain, and enforce Service Level Agreements (SLAs) across Revenue and CX teams.

What We're Looking For

We are looking for someone who is detail-oriented and has strong analytical skills. You should be comfortable working with data and collaborating with various teams. A background in customer experience or operations is a plus.

What We Offer

• 100% premium coverage on our healthcare plans for employees and their families.
• Dental and vision coverage for employees and their families.
• A new laptop and equipment to help you succeed.
• A wellness stipend to support your health and well-being.