OPERATIONS MANAGER, CUSTOMER EXPERIENCE

Operations Manager – Customer Experience
Location: Garland, TX; Dallas, TX; Salt Lake City, UT
Travel Required: Approximately 10%

Role Summary
The Operations Manager – Customer Experience is responsible for overseeing the end-to-end customer journey, managing support operations, and driving continuous improvement across all customer-facing processes. This role ensures strong performance against customer KPIs while working cross-functionally with Sales, Marketing, Product, and Technology teams.

Experience Requirements – Minimum Qualifications

• At least 5 years of experience in project management, with a proven track record of delivering complex, multi-stakeholder initiatives on time and within scope.

• Experience using project management tools such as Asana, Monday.com, Jira, or equivalent.

• Demonstrated ability to manage multiple concurrent projects while maintaining quality and meeting deadlines.

• Minimum 5 years of direct experience managing customer support KPIs and customer experience operations.

• Hands-on experience tracking and improving NPS, CSAT, Utilization, CES, and Churn Rate.

• Proven history of building or improving customer support workflows, escalation paths, and feedback loops.

• Experience working in a role that required cross-functional collaboration across departments such as Sales, Marketing, Product, and Technology.

Travel Requirements
This role requires approximately 10 percent travel to:

• Garland, Texas – primary operational hub for on-site team collaboration and process reviews.

• Dallas, Texas – regional office meetings, stakeholder engagement, and customer visits.

• Salt Lake City, Utah – secondary site visits for team alignment and operations support.

Travel is typically planned in advance on a monthly or quarterly basis and may include day trips or overnight stays as needed.

Key Responsibilities

1. Customer Journey Mapping

• Analyze the entire customer lifecycle to identify friction points and opportunities for improvement.

• Document key touchpoints from onboarding through renewal or churn.

• Prioritize improvements based on their impact on NPS and CSAT scores.

1. Data Analysis and Customer Feedback

• Use tools such as Qualtrics and SurveyMonkey to gather, analyze, and act on customer feedback.

• Build and maintain regular NPS and CSAT dashboards for leadership review.

• Identify trends, segment customer feedback by product line or region, and generate actionable insights.

1. Strategy Development

• Design and implement initiatives to improve customer satisfaction (CSAT) and reduce churn rates.

• Set quarterly improvement targets with clear owners and timelines.

• Report on initiative progress to senior leadership on a monthly basis.

1. Cross-Functional Collaboration

• Partner with Sales, Marketing, and Product teams to ensure a consistent brand voice and customer-centric approach across all touchpoints.

• Lead or participate in regular cross-functional meetings to align on customer experience priorities.

1. Technology and CRM Management

• Oversee CRM systems (for example Salesforce or HubSpot) to ensure accurate and up-to-date customer data.

• Identify gaps in technology capabilities and recommend improvements or integrations.

• Ensure team members are trained and proficient in all customer-facing tools.

1. Customer Support Operations and KPI Management

• Own day-to-day management of customer support activities and KPI performance.

• Monitor response times, resolution rates, and customer satisfaction scores on a weekly basis.

• Build and maintain escalation processes to ensure timely issue resolution.

• Coach support team members and drive performance improvement through regular reviews.

1. Relationship Management

• Act as an internal customer advocate, representing the voice of the customer in strategic discussions.

• Build strong relationships with key customer accounts to support retention and loyalty.

Key Performance Indicators
The role is accountable for driving measurable improvements in:

• NPS – Net Promoter Score: measures customer loyalty and likelihood to recommend. Target benchmark: 50 or higher is good, 70 or higher is excellent.

• CSAT – Customer Satisfaction Score: measures satisfaction with specific interactions. Target benchmark: 80 percent or higher.

• CES – Customer Effort Score: measures the ease of interaction with the company. Lower scores represent less effort and a better experience.

• Churn Rate – Customer Churn Rate: percentage of customers who stop using the product or service. Target benchmark: less than 5 percent annually for SaaS.

Required Skills and Qualifications

• Analytical skills: Ability to interpret data trends and translate them into actionable strategies using Excel, BI tools, or CRM reporting dashboards.

• Project management: Proven ability to lead projects, manage timelines, and drive accountability across teams; PMP or similar certification is a plus.

• Empathy and communication: Strong ability to understand customer needs and communicate effectively across all levels of the organization, from frontline agents to C-suite.

• Problem-solving: Proactively identifies root causes of customer issues and implements scalable solutions to improve the overall experience.

• Technical proficiency: Familiarity with CRM platforms such as Salesforce and HubSpot, survey tools such as Qualtrics and SurveyMonkey, and project management software.

• Leadership: Demonstrated ability to lead a team, drive performance, and foster a culture of continuous improvement.

Education

• Bachelor’s degree in Business Administration, Marketing, Operations, or a related field is required.

• Master’s degree or MBA is preferred but not required.

• PMP (Project Management Professional) or equivalent certification is a plus.

Additional Information
This job description is subject to change based on business needs. All candidates must be authorized to work in the United States.