Full-Time Customer Experience Operations Manager

At DNSFilter, we're building a world-class Revenue Operations (RevOps) organization to drive operational excellence. We're looking for a Customer Experience (CX) Operations Manager to optimize and enhance the customer experience. This is a full-time, remote role.

Responsibilities:

1. Process Optimization: Design, streamline, and optimize workflows. Identify inefficiencies for improved customer satisfaction.
2. Technology & Tools Management: Evaluate, implement, and manage CSM platform, ticketing system, knowledge base, ensuring integration.
3. Data & Insights: Develop dashboards and reports to track key metrics (NPS, CSAT, churn). Provide actionable insights for improvement.
4. Customer Journey Mapping: Collaborate with teams to map the customer journey, identify touchpoints, and enhance experience.
5. Cross-Functional Collaboration: Partner with teams to align on CX strategies, ensure smooth handoffs.
6. CX Operations Strategy: Contribute to RevOps strategy with a customer-focused lens.
7. Customer Feedback & Improvement: Establish systems for capturing, analyzing, and responding to feedback.
8. Training & Enablement: Develop training programs to equip employees with tools for exceptional experiences.
9. Experience with AI/Automation in CX: Implement AI-driven tools to enhance customer engagement and streamline support.

Requirements:

• 5+ years experience in CX, Sales operations, or Revenue Operations.
• Experience working in a high-growth tech company.
• Strong understanding of CX metrics (NPS, CSAT, churn).
• Hands-on experience with CX technologies (CRM, customer management, BI).
• Strong analytical and problem-solving skills.
• Strong communication and project management skills.
• Experience with SaaS/subscription models.
• Experience with Voice of the Customer (VoC) programs.

Bonus Points:

• Startup experience
• 100% remote experience
• Familiarity with PLG models

What is the last date for applying to the job?

Which countries are accepted for this remote job?