[Remote] Senior Manager, CX Operations

Note: The job is a remote job and is open to candidates in USA. ClickUp is building the future of work with a converged AI workspace. They are seeking a Senior Manager, CX Operations to enhance customer experience through strategic planning and execution, focusing on support functions, data insights, and technology automation.ResponsibilitiesIdentify operational bottlenecks and design scalable solutions by utilizing a mix of process improvements, automation, and AI-driven tools to revolutionize our critical business processes and increase team productivityExtract key business insights from qualitative and quantitative data, identify risks and opportunities and create programs to mitigate long-term issues and drive more revenue and higher customer retentionPromote a culture and methodology for rapid innovation and experimentation across playbooks to drive customer retention and expansion outcomes via the support experienceDrive the adoption of new tools and processes, including AI and automation platforms, to drive productivitySynthesize the customer support experience and overall trends to drive cross-functional alignment with teams including Sales, Product & Engineering, Customer Success, and FinanceLead and execute strategic initiatives to optimize and transform customer experience and internal collaboration processesDrive annual planning, budgeting, capacity modeling, forecasting, and monthly/quarterly business review functionsSkills8+ years in an Operations and/or Strategy role focused on Customer Support, Customer Experience, Customer Success, or similar functionsDeep knowledge of support methodology, processes, tools, and metricsTrack record of leading technology-enabled business process transformations, with an emphasis on strategic application of AI (e.g., ChatGPT, Claude, Gemini) and automation tools and techniques (e.g., Retool, Zapier, Make)Expert in managing and analyzing data, including building ad hoc reports and spreadsheet models as well as leveraging business intelligence tools to create executive dashboardsExperience with managing budgets, running a forecasting cadence, and performing variance analysisEffective at engaging and influencing executive stakeholders, building consensus, and driving collaborative changeDemonstrated leadership role in building/scaling teams and workflows, preferably in a customer-facing or operations functionDirect experience with a SaaS business model, customer journey and core KPIs in a high-growth, global environmentProficient with Salesforce, ClickUp, ZenDesk or comparable platformsStrategic thinker with a bias for action—hands-on, scrappy, and able to take projects to the finish lineExhibits extreme accountability and ownership, with an obsession for continuous improvement and mastery of your craftCompany OverviewClickUp is a cloud-based productivity and project management software company that provides an all-in-one platforms for task management. It was founded in 2017, and is headquartered in San Diego, California, USA, with a workforce of 1001-5000 employees. Its website is https://clickup.com.