CX Operations Manager

Job Description

About the Team The Go To Market Revenue Operations team is responsible for the strategy, operational excellence, and successful execution of the Sales, Customer Success, and Marketing teams at Outreach. Within GTM Operations, the Customer Experience (CX) Operations team focuses on partnering with and supporting our Customer Success, Professional Services, and Partner Success teams. The Role The CX Operations Manager at Outreach.io will play a pivotal role in driving strategic and operational initiatives to enhance our customer experience. This individual contributor role requires a strong background in program management, process improvement, and data analytics to ensure our customers receive exceptional support and service. The ideal candidate will have a passion for customer success and a proven ability to manage complex projects that deliver impactful results. This person will report directly into the GTM Revenue Operations team. Location: The ideal candidate will be located near our headquarters in Seattle, WA or Atlanta, GA

Your daily adventures

• Create detailed project plans, timelines, and deliverables, ensuring all stakeholders are aligned and projects are completed on time and within scope.
• Drive cross-functional projects focused on improving customer lifecycle processes and outcomes.
• Examples of projects could include: Customer handoffs, partner success process/planning, renewals strategy, Salesforce process changes, pod selling strategies, customer win/loss analysis and iteration, customer health scoring
• Collaborate with various departments such as Marketing, Sales, Support, Product, and IT to ensure cohesive and effective execution of CX initiatives.
• Design and implement process improvements to enhance efficiency and reduce response times.
• Data Interpretation - Analyze positive and negative trends utilizing data from customers, individuals and systems

Our Vision of You

• Bachelor’s degree in Business, Operations Management, or a related field. Master’s degree preferred.
• 5+ years of experience in program management, partner operations, or a related role, with a focus on customer experience.
• Strategic Project Manager: Shows curiosity around getting to the "why?" behind an issue and what is possible in solving it. Able to influence cross-functionally and keep groups on track to drive toward timely and high quality deliverables
• Customer Focused: Has worked with customers and understands the challenges and workflows of customer facing teams. Has experience leading initiatives to help these teams scale and drive success to customers. Customer-centric mindset, whether that customer is external or internal
• Technically-Minded: Able to pick up new tools and systems quickly and easily, and has proficiency in Salesforce and Outreach. CS Platform experience preferred
• Business Acumen: Understands of the various functions of a SaaS business and how they come together in executing workstreams
• Data-Oriented: Has experience defining and providing insights on key performance indicators across a range of segments, geographies and go-to-market teams.
• Strong Communicator: Able to clearly communicate ideas and processes to any audience, from technical colleagues to Executive-level leadership
• Renewals or revenue Experience required

The base salary range for this role is $60,000 - 120,000. You may also be offered incentive compensation, bonus, restricted stock units, and benefits. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. We also have a location-based compensation structure; there may be a different range for candidates in other locations. Apply for this job