[Remote] Senior Customer Experience Operations Manager

Note: The job is a remote job and is open to candidates in USA. Definitive Healthcare is a data-driven company passionate about improving healthcare outcomes. They are seeking a Senior Customer Experience Operations Manager to optimize systems and processes that enhance customer experiences and drive operational efficiency.ResponsibilitiesMap and maintain the customer journey across all touchpoints to identify friction points and improvement opportunitiesDesign, standardize, and continuously refine processes, SOPs, and playbooks to increase consistency and efficiencyLead initiatives that streamline workflows, eliminate bottlenecks, and reduce customer effortImplement automation, integrations, and self-service solutions that enhance speed and scalabilityBuild a structured system to collect, organize, and analyze customer feedback from surveys, support interactions, product usage, and other channelsPartner with Product, Engineering, and cross-functional teams to turn insights into actionable improvementsMaintain a closed-loop feedback process—tracking issues, implementing solutions, and measuring impactPromote a culture of continuous improvement and customer centricity across the organizationDefine, track, and report on key CX metrics (e.g., CSAT, NPS, CES, SLAs, churn/retention, FCR)Build dashboards that provide visibility into performance and support data-driven decision-makingAnalyze trends and root causes to guide strategic improvements in the customer journey and support modelEnsure data integrity and record ownership across tools, systems, and channelsOwn the CX tech stack and CX needs and processes within the broader GTM tech stack (e.g. Salesforce, SalesLoft, Matik, ChurnZero). Partner with broader Sales Ops and IT to bring needs to life. Coordinate with enablement teams to train users and ensure adoption of new tools and workflowsEvaluate, implement, and optimize tools to improve operational efficiency and customer experienceEnsure systems are scalable, reliable, and aligned with CX operational needsWork closely with Product, Engineering, Sales, Marketing, and Operations to ensure CX is integrated into company-wide planning and decision-makingAdvocate for customer needs and ensure the 'voice of the customer' informs product and policy decisionsDevelop training materials, SOPs, and knowledge resources that empower CX teamsCollaborate with Training & Enablement teams to facilitate the onboarding of new team members, ensuring they have the tools and knowledge needed to excelSkillsProven experience mapping customer journeys and improving processesStrong analytical skills with experience building dashboards and working with CX dataHands-on experience with CX tools (e.g., Zendesk, SalesForce, ChurnZero, Intercom, Gainsight, or similar)Strong cross-functional communication and stakeholder management skillsAbility to lead and execute projects from concept through implementation with measurable outcomesExperience implementing automation, routing, or workflow optimizationFamiliarity with customer feedback systems and closed-loop processesExperience with SQL or BI tools (Sigma, Tableau, Power BI)Background in a high-growth SaaS, e-commerce, or service-driven environmentBenefitsDepending on the position, employees may also be eligible to participate in a company bonus or commission plan.All employees are eligible for a comprehensive benefits package, including medical, dental, and vision coverage, unlimited paid time off, and participation in the company’s 401(k) plan with employer contribution.Competitive benefits package including great healthcare benefits and a 401(k) matchCompany OverviewDefinitive Healthcare aims to transform data, analytics and expertise into healthcare commercial intelligence. It was founded in 2011, and is headquartered in Framingham, Massachusetts, USA, with a workforce of 501-1000 employees. Its website is http://www.definitivehc.com/.Company H1B SponsorshipDefinitive Healthcare has a track record of offering H1B sponsorships, with 3 in 2026, 12 in 2025, 4 in 2024, 8 in 2023, 16 in 2022, 24 in 2021, 5 in 2020. Please note that this does not guarantee sponsorship for this specific role.