Job Description

Job 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 dashboards.
- Project management: Proven ability to lead projects, manage timelines, and drive accountability across teams; PMP or similar certification is a plus.
- Empathy and communication: Strong ability to understand customer needs and communicate effectively across all levels of the organization, from frontline agents to C-suite.
- Problem-solving: Proactively identifies root causes of customer issues and implements scalable solutions to improve the overall experience.
- Technical proficiency: Familiarity with CRM platforms such as Salesforce and HubSpot, survey tools such as Qualtrics and SurveyMonkey, and project management software.
- Leadership: Demonstrated ability to lead a team, drive performance, and foster a culture of continuous improvement.
Education
- Bachelor’s degree in Business Administration, Marketing, Operations, or a related field is required.
- Master’s degree or MBA is preferred but not required.
- PMP (Project Management Professional) or equivalent certification is a plus.

Additional Information
This job description is subject to change based on business needs. All candidates must be authorized to work in the United States.