Sr. Manager, CX Operations (Tools)

Please Note: This is a Utah-based hybrid position which will require some regular in-office days each week. Additionally, employment with BambooHR is contingent on passing both a background and credit check.  

Essential Job Duties

At BambooHR, our mission is simple: we want to set people free to do meaningful work. People love our software—and it turns out that people love working here, too. BambooHR has been recognized as a "Best Company to Work For," and we're proud of our team for creating software that makes an impact in the lives of HR pros and employees all over the world.

Customer Experience Operations at BambooHR is dedicated to the continuous improvement of the customer journey. We deliver scalable process management and systems design to accelerate our vision of setting people free to do great work. Our daily mission is to enable our Customer Experience organization to delight our customers through operational efforts focused on improving revenue, costs, and quality, and maximizing customer loyalty. As a Sr. Manager, CX Operations, you will manage the team responsible for the configuration, deployment, testing and launch of new features for multiple platforms, ensuring optimal performance and return on investment. Your team will seek to continuously improve tool functionality and optimization across all CX teams.

You will:

• Coaching & Development: Lead, mentor, and develop a team of 4-6 CX operations professionals, fostering a collaborative and high-performance work environment. Set clear goals and expectations, providing regular feedback and performance evaluations against both qualitative and quantitative KPIs. Provide leadership, guidance, and support to advance team members' skills and careers, identifying opportunities for professional growth and designing improvement and career development plans. Collaborate with TA to coordinate the selection and onboarding of new team members. Enable team success by lifting roadblocks and efficiently managing workloads to ensure balanced project teams across all operational time intervals.
• Subject-Matter Expertise: Maintain deep product knowledge, particularly regarding BHR’s deployment, and interactions between systems. Stay informed about new features, competitive offerings, and market trends.
• Business Requirement Development: Drive the creation of Business Requirements Documents (BRDs) for projects and requests. Collaborate with CX leadership and cross-functional teams to develop and implement business tools that enhance customer success and operational efficiency.
• Process Documentation: Build and maintain Standard Operating Procedures (SOPs), documentation, and process maps specific to the tool, ensuring comprehensive tool architecture.
• Stakeholder Communication: Oversee interactions with stakeholders, providing project feedback, milestones, achievements and risks.  
• KPI Monitoring & Reporting: Lead the development of operational Key Performance Indicators (KPIs), designing comprehensive reports and dashboards to track performance.
• Prioritization & Planning: Prioritize, batch, and sequence work within the team to achieve agreed-upon project milestones. 
• Release & Change Management: Oversee the release management process, ensuring smooth integration of new features and updates. Manage changes to the platform, including data, integration, and access management, in collaboration with Product, Engineering, and IT teams.
• Compliance & Risk Management: Ensure platform compliance with relevant regulations and standards. Manage risks, maintain security and uptime, and incident management resolution and fulfillment. Drive alignment with Security, IT, Compliance and Legal. 
• Cross-Functional Partnerships: Build partnerships with Bamboo IT, Security and other cross-functional teams. Collaborate with the External Tool Customer Success Manager to ensure CRM tools meet organizational needs and align with strategic goals.
• Contract, Vendor Relationships and Licensing: In partnership with Procurement, manage contract, vendor relationships, and licensing needs, including renewals and evaluations of new tools.

What You Need to Get the Job Done

• 8+ years of relevant experience in operations, customer service, or project management
• Strong leadership skills, with the ability to inspire, coach, and motivate, ideally with experience managing cross-functional projects and teams 
• Strong data analytics skills with an emphasis on business intelligence and insights
• Excellent communication and collaboration skills 
• Advanced knowledge of CX systems like Gainsight, Zendesk, Salesforce for managing customer experience operations
• Bachelor’s degree, or equivalent experience in a relevant field (e.g., customer experien