Customer Experience Operations Manager

Job description

We're looking for a Customer Experience Operations Manager who serves as the primary technical administrator and subject matter expert for the Customer Office tech stack and related platforms. Reporting to Senior Director, you'll manage and optimize system configurations, workflows, automations, integrations, and reporting to support customer engagement strategies and operational processes. In this role, you'll drive workflow design and AI-enabled automation across the customer lifecycle to enhance efficiency, streamline processes, and improve service delivery. This role is open to remote-applicants in Canada and USA (in Provinces/States where we can hire legally), unless you are near a commuting distance from our Toronto or Vancouver offices. WHAT YOU’LL DO: Customer Experience Systems Administration & Ownership Workflow Design, Automation & AI Enablement - Act as the primary technical administrator and subject matter expert for the Customer Office tech stack, including Gainsight, Kantata (Mavenlink), and related platforms. ● Own, manage, and optimize system configurations, including workflows, automation, business rules, integrations, and reporting. - Ensure systems are accuratel...