Who You Are

As the Manager of Customer Experience Specialists, you lead the operational engine behind the Customer Success Organization (CSO). Your team serves as the frontline technical and product operations experts, providing real-time support to customer-facing teams, managing product escalations, driving bug resolution, maintaining knowledge systems, and partnering cross-functionally to improve the customer experience.

You are an operational leader, builder, and innovator who thrives on solving complex problems. You bring deep expertise in customer operations, product support, AI, and process optimization. You know how to build scalable solutions, challenge conventional ways of working, and leverage technology to improve both teammate and customer experiences.

This role goes beyond traditional people leadership. You will define the strategy, operating model, and future direction of the Customer Experience Specialist function, transforming the team from a reactive support organization into a proactive center of excellence focused on product expertise, operational excellence, and continuous innovation.

Your Success Profile

What You Will Work On

Lead the Customer Experience Specialist Function

• Lead, coach, and develop a high-performing team of Customer Experience Specialists and Senior Customer Experience Specialists.
• Foster a culture of accountability, curiosity, innovation, and continuous learning.
• Challenge and develop subject matter experts to become strategic product partners rather than reactive support resources.
• Build clear career paths, product ownership models, and development opportunities across the team.

Own Operational Excellence

• Own the operational health of the Customer Experience Specialist function supporting the Customer Success Organization.
• Establish and continuously improve standards for Slack support, escalation management, response quality, workload balancing, and cross-functional collaboration.
• Ensure the team delivers consistent, high-quality support across customer-facing channels while identifying opportunities to reduce repetitive work.
• Develop scalable operating models that enable the team to support a growing business while improving efficiency.

Lead Product & Technical Operations

• Oversee the operational partnership between Customer Success, Product, Engineering, and Technical Operations.
• Own the strategy for bug intake, prioritization, escalation, communication, and resolution alongside our Incident Management function.
• Ensure incidents are managed effectively through clear communication, operational leadership, and stakeholder alignment.
• Drive operational readiness for new product launches, feature releases, and major platform changes.
• Translate customer feedback and operational insights into recommendations that improve products and customer experiences.

Drive Knowledge Management & Self-Service

• Partner with Customer Education and Knowledge management to help set the strategy for internal knowledge management, documentation, Help Center content, playbooks, and operational guidance.
• Build scalable documentation standards that improve knowledge quality and reduce dependency on real-time Slack support.
• Partner with Enablement and Product teams to ensure information remains accurate, accessible, and actionable.
• Measure documentation effectiveness and continuously improve self-service experiences for internal teams.

Champion AI, Innovation & Automation

• Lead the adoption of AI to improve productivity, operational decision-makin