OPERATIONS MANAGER, CUSTOMER EXPERIENCE

Job DetailsJob Location: Work From Home - Home, TX 75041-7504Operations Manager – Customer Experience
Location: Garland, TX; Dallas, TX; Salt Lake City, UT
Travel Required: Approximately 10%

Role Summary
The Operations Manager – Customer Experience is responsible for overseeing the end-to-end customer journey, managing support operations, and driving continuous improvement across all customer-facing processes. This role ensures strong performance against customer KPIs while working cross-functionally with Sales, Marketing, Product, and Technology teams.

Experience Requirements – Minimum Qualifications

At least 5 years of experience in project management, with a proven track record of delivering complex, multi-stakeholder initiatives on time and within scope.


Experience using project management tools such as Asana, Monday.com, Jira, or equivalent.


Demonstrated ability to manage multiple concurrent projects while maintaining quality and meeting deadlines.


Minimum 5 years of direct experience managing customer support KPIs and customer experience operations.


Hands-on experience tracking and improving NPS, CSAT, Utilization, CES, and Churn Rate.


Proven history of building or improving customer support workflows, escalation paths, and feedback loops.


Experience working in a role that required cross-functional collaboration across departments such as Sales, Marketing, Product, and Technology.

Travel Requirements
This role requires approximately 10 percent travel to:

Garland, Texas – primary operational hub for on-site team collaboration and process reviews.


Dallas, Texas – regional office meetings, stakeholder engagement, and customer visits.


Salt Lake City, Utah – secondary site visits for team alignment and operations support.

Travel is typically planned in advance on a monthly or quarterly basis and may include day trips or overnight stays as needed.

Key Responsibilities

Customer Journey Mapping

Analyze the entire customer lifecycle to identify friction points and opportunities for improvement.


Document key touchpoints from onboarding through renewal or churn.


Prioritize improvements based on their impact on NPS and CSAT scores.

Data Analysis and Customer Feedback

Use tools such as Qualtrics and SurveyMonkey to gather, analyze, and act on customer feedback.


Build and maintain regular NPS and CSAT dashboards for leadership review.


Identify trends, segment customer feedback by product line or region, and generate actionable insights.

Strategy Development

Design and implement initiatives to improve customer satisfaction (CSAT) and reduce churn rates.


Set quarterly improvement targets with clear owners and timelines.


Report on initiative progress to senior leadership on a monthly basis.

Cross-Functional Collaboration

Partner with Sales, Marketing, and Product teams to ensure a consistent brand voice and customer-centric approach across all touchpoints.


Lead or participate in regular cross-functional meetings to align on customer experience priorities.

Technology and CRM Management

Oversee CRM systems (for example Salesforce or HubSpot) to ensure accurate and up-to-date customer data.


Identify gaps in technology capabilities and recommend improvements or integrations.


Ensure team members are trained and proficient in all customer-facing tools.

Customer Support Operations and KPI Management

Own day-to-day management of customer support activities and KPI performance.


Monitor response times, resolution rates, and customer satisfaction scores on a weekly basis.


Build and maintain escalation processes to ensure timely issue resolution.


Coach support team members and drive performance improvement through regular reviews.

Relationship Management

Act as an internal customer advocate, representing the voice of the customer in strategic discussions.


Build strong relationships with key customer accounts to support retention and loyalty.

Key Performance Indicators
The role is accountable for driving measurable improvements in:

NPS – Net Promoter Score: measures customer loyalty and likelihood to recommend. Target benchmark: 50 or higher is good, 70 or higher is excellent.


CSAT – Customer Satisfaction Score: measures satisfaction with specific interactions. Target benchmark: 80 percent or higher.


CES – Customer Effort Score: measures the ease of interaction with the company. Lower scores represent less effort and a better experience.


Churn Rate – Customer Churn Rate: percentage of customers who stop using the product or service. Target benchmark: less than 5 percent annually for SaaS.

Required Skills and Qualifications

Analytical skills: Ability to interpret data trends and translate them into actionable strategies using Excel, BI tools, or CRM reporting dashboard