Customer Experience Specialist Manager

Join our team as the Manager of Customer Experience Specialists, where you will lead the operational engine behind the Customer Success Organization. You will be responsible for defining the strategy, operating model, and future direction of the Customer Experience Specialist function, transforming the team into a proactive center of excellence focused on product expertise, operational excellence, and continuous innovation. You will also oversee the operational partnership between Customer Success, Product, Engineering, and Technical Operations, drive knowledge management and self-service, champion AI and automation, transform the operating model, and build strategic partnerships.

• Lead and develop a high-performing team of Customer Experience Specialists, fostering a culture of accountability, curiosity, innovation, and continuous learning.
• Own the operational health of the Customer Experience Specialist function, establishing and continuously improving standards for support, escalation management, and cross-functional collaboration.
• Oversee the operational partnership between Customer Success, Product, Engineering, and Technical Operations, driving bug resolution, managing product escalations, and ensuring incidents are managed effectively.
• Curious - the innate desire to learn, grow, and understand
• Solution-oriented - identifies the source of a question or challenge and provides the right or a better way of doing things
• Consultative - takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening
• As a Manager of CX Specialist, how results are achieved directly impacts your success and ultimately our success as an organization. In this role, your foundational knowledge, skills, abilities, and personal attributes are anchored in the following competencies:
• Adaptability - the ability to adjust your approach or actions in response to changes in your external environment
• Taking responsibility - being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior
• Experience with AI-enabled platforms, Zendesk, Talkdesk, Gong, Jira, Confluence, Wrangle, or similar customer operations technologies is a plus
• Strong understanding of customer support operations, product lifecycle, and cross-functional collaboration with Product and Engineering teams
• 2–3 years of experience managing high-performing teams, preferably consisting of experienced professionals or subject matter experts
• Demonstrated experience leading operational transformation initiatives and driving organizational change
• Experience using data to identify opportunities, influence decisions, and measure business impact
• Excellent communication, coaching, and stakeholder management skills with the ability to influence across all levels of the organization
• 4+ years of experience in Customer Experience, Customer Success, Product Operations, Customer Operations, or a related operational leadership role
• Experience leveraging AI, automation, or emerging technologies to improve team effectiveness and operational efficiency
• Proven ability to design, implement, or optimize operational workflows, tooling, or scalable customer-facing solutions
• Proficiency with Google Workspace, CRM platforms, customer support technologies, and workflow automation tools