Senior Manager, CX Operations Job at Glean

Flex Senior Manager, AX Product Designer

The Flex Sr. Manager, AX Product Designer plays a critical role in creating indu...

Location

United States , Bethesda

Salary:

52.06 - 80.96 USD / Hour

Marriott Bonvoy

Expiration Date

Until further notice

Requirements

5+ years experience in digital product design, UX/UI, and/or experience design
4-year undergraduate degree, with bachelor’s degree in relevant discipline, or equivalent experience
demonstrated success in creating end-to-end UX design and supporting engineering throughout the development lifecycle for digital products
ideally for associate/employee-facing and/or enterprise products
solid background/understanding of UX, design thinking, methodology, and design operations
proven experience using design systems, delivering concepts, user flows/ journeys, wireframes, prototypes, etc. across platforms (desktop, mobile web, app, etc.) with accessibility and inclusivity in mind
understands and advocates for associate needs and how those manifests through digital experiences
promotes UX best practices drawn from a variety of disciplines (within and beyond hospitality)
proactively maintains a keen focus across product areas, user research insights, and technical feasibility to ensure journey-wide synergy
communicates with designers, product manager, and developers through appropriate visuals, annotations, documentation, and deliverables

Job Responsibility

Meets deadlines once agreed upon
ensures teams and directs also meet deadlines
provides regular status updates through appropriate channels
successfully and autonomously supports multiple tracks of work at once
accepts critique and critiques work of others in a helpful and professional manner
communicates in a timely and appropriate manner
communicates through rapid hand sketched interfaces and flows where appropriate
provides subject matter expertise on key functional systems to help shepherd strategic initiatives from idea to feasible implementation
provides subject matter expertise on Associate Experience including associate needs and interactions to ensure optimal infusion throughout digital products
provides information architecture/user experience/visual design oversight through review and critique for all products to promote a cohesive user experience

What we offer

401(k) plan
stock purchase plan
discounts at Marriott properties
commuter benefits
employee assistance plan
childcare discounts
coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance
disability insurance
accident insurance
adoption expense reimbursements

Fulltime

Customer Success Operations Leader

We are looking for a CX Operations Leader to drive process excellence, analytics...

Location

United Kingdom , London

Salary:

Not provided

AFI Solutions GmbH

Expiration Date

Until further notice

Requirements

Proven track record at director level or equivalent leading CX operations in a software or SaaS company
Minimum of 5+ years of progressive experience in customer experience, service delivery, or operations
Strong background in process optimisation and cross-functional collaboration at scale
Hands-on expertise in analytics and business reporting, with experience tracking financial and CX performance metrics such as revenue, margin, backlog, and CSAT
Experience managing enterprise-grade platforms such as Salesforce and customer success tools (Certinia, ChurnZero)
Demonstrated ability to partner with senior leaders to execute strategic CX initiatives
International experience in software or SaaS environments preferred

Job Responsibility

Partner with CX leadership to harmonise and streamline processes across the customer journey including opportunity management, project delivery, and resource management
Identify bottlenecks and implement improvements to ensure scalability and consistency across regions and functions
Collaborate with IT, Sales, and CX teams to connect processes and ensure operational effectiveness at scale
Drive consistency across departments to support growth and enhance the customer experience
Serve as the business partner to the CX leadership team for all core analytics including revenue, backlog, margin, CSAT, and SLA performance
Provide insights that enable data-driven decisions and accountability
Support the execution of our OneCX strategy by ensuring transparency and alignment across global operations
Own the maintenance, optimisation, and innovation of SER Group’s core CX platforms including Salesforce (SFDC), Certinia, and ChurnZero
Partner with business and IT stakeholders to ensure systems are fit for purpose, scalable, and continuously improved

What we offer

Offene, familiäre Unternehmensstruktur mit Flexibilität
Modernes Office mit Top-Ausstattung

Fulltime

Senior Manager, CX Operations

Glean is seeking a Senior Manager, CX Operations to own the data, operations, an...

Location

United States , San Francisco

Salary:

200000.00 - 240000.00 USD / Year

Glean

Expiration Date

Until further notice

Requirements

5+ years of experience in CX Operations, Revenue Operations, or related GTM operations roles, ideally in B2B SaaS
Track record of building or materially improving CS systems and processes (health scoring, renewals forecasting, playbooks, segmentation) and demonstrating measurable impact on retention, expansion, or health
Strong understanding of key post-sales metrics and leading indicators
Experience operating in high‑growth or startup environments where you’ve had to build structure in ambiguity

Job Responsibility

Help build our post‑sales strategy, including defining core CX roles and responsibilities, driving segmentation and coverage decisions, and owning capacity planning
Shape the long‑term CX operating strategy by designing and maintaining the CX metrics backbone, including dashboards and reporting for key health, retention, and expansion metrics
Implement and run key post‑sales cadences such as renewals forecasting, capacity and coverage reviews, and churn‑risk and health reviews, delivering business reviews with data‑driven insights on customer outcomes and performance
Design and refine end‑to‑end CX workflows across onboarding, implementation, adoption, risk management, expansion, and renewal, clarifying ownership, handoffs, and SLAs across CX roles
Define and track leading indicators of customer health, adoption, and risk, surfacing clear alerts and views to CX leadership and frontline teams
Identify and execute opportunities for automation and capacity unlock, embedding AI‑first workflows into CX operations—including using Glean at Glean—to remove manual work and scale impact
Own the CX tooling stack for data and insights, partnering with RevOps, Systems, and CS leadership to ensure platforms are configured to support an efficient, insight‑driven customer journey
Be the voice of post‑sales in cross‑functional GTM and product decisions

What we offer

Medical, Vision, and Dental coverage
generous time-off policy
opportunity to contribute to your 401k plan
home office improvement stipend
annual education and wellness stipends
vibrant company culture through regular events
healthy lunches daily

Fulltime

New

Senior Manager, CX Operations & Programs

As the Senior Manager of Operations & Programs within Customer Experience (CX), ...

Location

United States; Canada

Salary:

134000.00 - 194000.00 USD; CAD / Year

1Password

Expiration Date

Until further notice

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

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

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

Fulltime

Senior Manager, CX Strategy & Operations

Dandy is hiring a strategic and analytical Senior Manager, CX Strategy & Operati...

Location

United States

Salary:

149325.00 - 181000.00 USD / Year

Dandy

Expiration Date

Until further notice

Requirements

8+ years in a Strategy & Operations, Business Operations, or Management Consulting role within a Customer Experience (CX) or Customer Success (CS) organization in a high-growth technology environment
Strategic systems thinker: Proven ability to design and implement scalable and repeatable systems to solve complex organizational challenges
Project management skills: Proven track record of designing, leading, and executing complex, cross-functional programs and strategic initiatives from concept to completion
Outstanding written and verbal communicator: Ability to simplify complex information for diverse audiences and ability to influence cross-functional partners at all levels
Customer-centric mindset: Understand how an effective support team drives customer satisfaction and retention
Process Orientation: Experience with process improvement methodologies (e.g., Lean, Six Sigma) and agile project management
Data-Driven Decision Making: Comfort using large data sets to evaluate effectiveness and identify gaps
create hypotheses, test solutions, and measure business impact
Collaborative, adaptable, and fast: Comfortable in a fast-paced, cross-functional environment
able to navigate ambiguity and deliver value in a highly-crossfunctional environment

Job Responsibility

Strategic Initiatives: Lead the planning, scoping, and management of high-priority, cross-functional strategic initiatives and programs (e.g., international expansion, AI-driven productivity systems)
Process Design & Improvement: Identify, map, and optimize core CX processes to improve efficiency, reduce friction, and enhance the overall customer and employee experience. Write SOPs and coordinate launch of new processes
Scalability & Efficiency: Design and operationalize mechanisms, frameworks, and standardized playbooks that enable the CX organization to scale efficiently with business growth
Root Cause Analysis: Leverage qualitative and quantitative data to conduct deep-dive analysis on customer pain points, identify root causes, and translate insights into prioritized, actionable recommendations for training, product, and process improvements
Insights: Develop insights from customer feedback and success metrics to influence CX and partner teams’ roadmaps, service offerings, and improvement opportunities
Quality Management: Develop and execute a quality program to consistently deliver positive customer outcomes. Identify quality gaps and partner with Enablement to define training and development roadmaps
Cross-functional Partnership: Partner closely with stakeholders in Customer Success, Operations, Product, Business Systems

What we offer

Offers Equity
healthcare
dental
mental health support
parental planning resources
retirement savings options
generous paid time off

Fulltime

Payments & Risk Operations Senior Manager - Global

The Payments & Risk Operations Manager is a senior, strategic, and highly accoun...

Location

Ireland; United Kingdom

Salary:

Not provided

Phorest

Expiration Date

Until further notice

Requirements

10+ years in payments, fintech, risk, or global operations, including people leadership experience
Deep expertise in payments processing, merchant acquiring, payouts, fraud/chargebacks, and compliance across multiple regions
Proven ability to design and scale global operating models, processes, and automation
Strong understanding of payments partners (e.g., Stripe) and the commercial, technical, and operational dynamics of PSP ecosystems
Highly data-driven with strong analytical and KPI design skills, experienced in using insights to drive decisions and outcomes
Solid financial acumen, including cost of acceptance, loss forecasting, and revenue/retention impact of payments
Strategic, systems-level thinker with strong executive presence—able to set long-term direction, build scalable frameworks, and influence senior leaders without authority, and make balanced, values-led decisions that align risk, customer experience, and commercial outcomes
Experienced leader of specialists who builds capability, develops future leaders, and drives high performance through clear expectations, coaching, and continuous improvement
Exceptional collaborator who aligns and uplifts regional teams through influence, strong relationships, and open, values-led communication

Job Responsibility

Product delivery: Collaborate with Pay Product and Commercial to support the rollout of PhorestPay product and features
Payment & Risk Partner management: Own the global payments partner ecosystem strategy, including partner selection, contract negotiation, operational governance, and performance management
Mitigate loss of revenue through developing a scalable risk operations function
Establish the governance model for incident management ensuring rapid cross functional response and prevention, managing incidents and service degradations
Efficiency & Process Optimisation: Establish, communicate and continuously evolve the global Payments & Risk Operations Strategic Vision, ensuring it aligns with Phorest objectives and is translated into regional plans and outcomes
Co-own the end-to-end customer journey perspective for payments with Global Customer Operations, ensuring Customer Ops processes (support, onboarding, education, migrations, complex activations) always account for payments and risk requirements
Continuously identify, assess and optimise cross-journey processes (support, onboarding, education, and data migrations) with the lens of payments
Own automation and process optimisation initiatives, ensuring workflows reduce friction and improve service delivery, enabled by the Business Systems team
Track and report measurable improvements
Cross-Departmental-Region Collaboration: Partner deeply with the Global Head of Customer Operations and their domain leads to embed payments/risk into global CX operating systems, including planning cycles, VoC rhythms, enablement content, and regional health reviews

What we offer

Private healthcare
2 Wellness Days
Employee assistance program
Free online GP service
Competitive Compensation
Employee Share Purchase Scheme
Pension
Life Assurance
Income Protection
Bike to work scheme

Senior Manager, Operational Excellence & Strategy

We are building the operational engine required to scale the Fellow Experience o...

Location

United States , San Francisco

Salary:

160000.00 - 200000.00 USD / Year

Handshake

Expiration Date

Until further notice

Requirements

4–6 years of experience in management consulting, business operations, CX strategy, or operations roles in fast-scaling environments
Strong analytical skills with experience building forecasting models, capacity plans, and performance dashboards
Comfort working directly with data, including advanced Excel or Google Sheets
SQL or similar experience preferred
Demonstrated ability to design and implement operational systems
Experience working cross-functionally with Engineering, Product, and Design teams
Ability to structure ambiguous problems and translate them into clear execution plans
Experience supporting or optimizing large frontline or workforce-driven teams is a strong plus
Comfortable influencing senior stakeholders without formal authority
High ownership, low ego, and willingness to operate at both strategic and detailed levels

Job Responsibility

Design and improve the operating model that supports a large global support team and scaled community and program delivery
Work closely with Engineering, Product, and Design to ensure tools and workflows support evolving AI projects and Fellow needs
Identify breakdowns in the Fellow lifecycle and implement process improvements
Translate strategic changes into clear operational guidance for frontline teams
Build forecasting and staffing models across geographies and projects
Translate growth plans into hiring, coverage, and workforce allocation decisions
Track productivity, ramp time, and cost efficiency
Partner on onboarding and ramp frameworks to improve time to productivity
Own support platform configuration and workflow design
Improve routing, escalation paths, and automation

What we offer

Equity in a fast-growing company
401(k) match, competitive compensation, financial coaching
Paid parental leave, fertility benefits, parental coaching
Medical, dental, and vision, mental health support, $500 wellness stipend
$2,000 learning stipend, ongoing development
Internet, commuting, and free lunch/gym in our SF office
Flexible PTO, 15 holidays + 2 flex days
Team outings & referral bonuses

Fulltime

Senior Manager, Onboarding Strategy & Operations

Dandy is transforming the massive and antiquated dental industry—an industry wor...

Location

United States

Salary:

138505.00 - 167884.50 USD / Year

Dandy

Expiration Date

Until further notice

Requirements

8+ years in Strategy & Operations, Business Operations, or Management Consulting role, preferably within a Customer Experience (CX) or Customer Success (CS) organization in a high-growth technology environment
Proven ability to design and operationalize scalable systems that improve efficiency, reduce friction, and enable global teams
Track record managing complex, cross-functional programs from conception to flawless execution
Experience managing and scaling teams, with ability to mentor and develop operational and enablement staff
Data-driven: experience defining KPIs, analyzing metrics, and making recommendations to improve training, content, or operational outcomes
Exceptional communication skills: able to simplify complex concepts, influence stakeholders, and drive alignment across teams
Strong operational and analytical thinking
skilled at process design, improvement, and standardization
Comfortable in fast-paced, ambiguous environments, balancing multiple priorities

Job Responsibility

Training Operations & Readiness: Oversee global training operations, including scheduling, session readiness, and multi-market scaling to reduce friction and accelerate speed to first order
Strategic Initiatives: Lead high-priority, cross-functional programs such as international launches, pre-training ops optimization, and enablement initiatives
Data & Insights: Analyze operational and training metrics to identify gaps and recommend improvements that drive faster activation and training effectiveness
Enablement & Content Oversight: Ensure training content drives desired behaviors and outcomes
maintain governance, quality, and global-readiness standards
Process Design & Improvement: Map, optimize, and standardize workflows, SOPs, and repeatable systems to support consistent global execution
Cross-functional Partnership: Collaborate with Sales, BizSys, RevOps, Product, and other stakeholders to ensure operational readiness and seamless customer onboarding

What we offer

Offers Equity
healthcare
dental
mental health support
parental planning resources
retirement savings options
generous paid time off

Fulltime

Senior Manager, CX Operations

Glean

Location:
United States

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
January 15, 2026

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