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Senior Manager, CX Operations & Programs

United States; Canada 134000.00 - 194000.00 USD; CAD / Year · Job Posted March 10, 2026
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Job Description

As the Senior Manager of Operations & Programs within Customer Experience (CX), you will lead the strategy, execution, and operational foundations that enable our post-GTM customer-facing teams to operate effectively at scale. You will oversee a team responsible for managing core CX programs, operational workflows, tooling strategy, and cross-functional initiatives that strengthen how we onboard, support, engage, and grow our customers.

Job Responsibility

  • Establish and maintain CX operating cadence
  • Lead and grow a high-performing CX Operations & Programs team
  • Drive operational excellence across Support, CS, and Implementation
  • Lead major cross-functional initiatives
  • Own system & tooling strategy for CX
  • Enhance data-driven decision making
  • Champion organizational readiness & change management
  • Stay ahead of industry trends

Requirements

  • 8+ years of experience in Customer Experience, Customer Success, Support Operations, Implementation Operations, or related operational leadership roles
  • 3+ years leading managers and building high-performing teams
  • Experience in a SaaS or technology organization
  • Demonstrated experience designing and scaling operational programs within customer-facing organizations
  • Strong background in PMO leadership, including portfolio governance, prioritization frameworks, risk management, and structured initiative delivery across multiple teams
  • Experience managing managers, including setting performance expectations, driving accountability, and supporting leadership development
  • Proven ability to lead complex, cross-functional initiatives across CX, Product, GTM, Revenue Operations, and technical teams
  • Experience shaping CX systems and tooling strategy in partnership with technical stakeholders, including defining requirements, prioritizing enhancements, and driving adoption at scale
  • Strong business and financial acumen, with experience contributing to budget planning, headcount modeling, and investment prioritization
  • Experience establishing reporting frameworks, leadership cadences, and operational planning processes that enable executive decision-making
  • Strong analytical capabilities with the ability to translate data into strategic recommendations and measurable business outcomes
  • Excellent written and verbal communication skills, with the ability to influence senior leaders and align diverse stakeholders
  • Ability to operate effectively in fast-paced, evolving environments with shifting priorities

Nice to have

  • Experience supporting AI-enabled or automation-driven customer workflows
  • Preference will be given to candidates with experience in Customer Support and Support Operations

What we offer

  • Health benefits
  • Dental benefits
  • 401k/RRSP
  • Generous paid time off
  • Equity grant
  • Participation in incentive programs
  • Maternity and parental leave top-up programs
  • RSU program for most employees
  • Retirement matching program
  • Free 1Password account
  • Paid volunteer days
  • Peer-to-peer recognition through Bonusly
  • Remote-first work environment
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