Customer Experience Operations Manager

Hi, I'm Steve, Sr Director, Rev Ops at Customer.io!

We’re looking for someone to be the first hire on our CX Ops team, to help us optimize our tool stack to enable our department to operate more efficiently. As a CX Ops Manager, you will be responsible for ensuring our tools are seamlessly integrated into our customer-facing support and our internal reporting processes. The expectation is that you will improve our workflows and help the team do more, faster.

You will work closely with CX leadership and manage the functions to improve productivity and performance. Our goal is to make Planhat, Zendesk, and Salesforce - alongside other tools - the best user experience to drive positive results. We are seeking strategic and analytical thinkers to help us get there. As a distributed company, we strongly value effective communication skills, accountability, and collaboration.

Some things you'll do...

• Collaborate with CX leadership and cross-functional teams to enhance our processes
• Identify opportunities for improvement to ensure the team runs as efficiently as possible, backed by tooling, metrics, and trend analysis
• Oversee and manage our CX tools, including our CRM (Planhat), support desk (Zendesk), and data intent tools
• Involved with the data integrity of CX stack, including data analysis and manipulation
• Key data maintenance and business processes within Planhat and Zendesk, like managing users, roles, hierarchies, and security settings
• Collect requirements from stakeholders, define the strategy, and implement the solution (eg, automations, notifications, connections)
• Be hands-on and build out workflow solutions, reports, and dashboards in tools to measure CX progress
• Act as a main point of contact (both internally and externally) for all tooling feature requests and support issues
• Responsible for training team members and ensuring adoption across the team
• Support performance and financial metrics
• Support CX enablement activities
• Provide detailed documentation and communicate process changes to the team

We're looking for...

• 5+ years of experience in an Ops role
• Strong understanding of the Planhat (or similar CS tool) and Zendesk platforms, Salesforce experience, with the ability to build custom reports, processes, formula fields, custom views, and other complex logic.
• Preferably has work experience with marketing automation software
• Strong business and analytical skills, able to proactively dig into data and reports to identify opportunities for improvement
• Takes the initiative to research, plan, and execute projects from start to completion
• Enjoys talking to people and is highly collaborative; makes strategic decisions in an empathetic and respectful way
• Documents their thought process to help others understand how and why they landed on the final outcome
• Very organized with excellent attention to detail
• Ability to meet deadlines in a fast-paced environment
• Results-driven and has the ability to break down complex problems and projects into manageable goals and align initiatives

About Customer.io

Our mission at Customer.io is to power automated communication that people like to receive. Today over 7,600 internet businesses use Customer.io to manage, send, and track the performance of emails, SMS, push notifications, and in-app messages. Unlike typical marketing platforms, Customer.io helps businesses increase relevance by using behavioral data: what people do or don’t do when logged in to a web or mobile app.

We offer a starting salary of $130,000 USD (or equivalent in local currency) depending on experience and subject to market rate adjustment.

Benefits at Customer.io include:

• Unlimited PTO - we encourage at least 20 vacation days (in addition to holidays and sick days) so that you can unwind, unplug, and recharge
• 16 weeks paid parental leave (including adoption and foster care)
• 100% paid insurance premiums for you and your dependents
• 401k retirement matching - up to 5% dollar-for-dollar match to retirement contributions
• $1,500 annual healthy lifestyle budget (for gym memberships, classes, fitness equipment)
• $250/monthly Remote Work Stipend to be used for home internet, cell phone, and other miscellaneous remote work costs
• $300/month co-working space rental reimbursement
• $2,000/yearly professional education budget for conferences, courses, workshops, books, etc.
• $1,500 home office budget to make sure your working space is ergonomic and just what you need to do your best work!
• One month sabbatical after five years at Customer.io
• We also have opportunities to meet in person with your peers throughout the year

All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process.

Customer.io recognizes the stifling impact of systemic injustice on diverse communities. We commit to using our influence to increase inclusion and equity within the tech industry. We strive to build an inclusive team culture, implement bias-free hiring practices, and develop community partnerships to expand our global impact.

Join us!

Check out our careers page for more information about why you should come work with us! We are passionate about our core values of Empathy, Transparency, Responsibility, and Awkwardness and are looking for new coworkers to share and build that passion!

How to apply

Apply at the link below and tell us why you're interested in the position! We plan to respond to all applicants with a status update about your application.

Here's what you can expect from our hiring process:

1. 30-minute video call with a Recruiter
2. 45-minute video call with the Hiring Manager
3. Take Home Assignment
4. Assignment Review Call with two potential team members
5. Final Interview