Operations Manager Customer Experience

The Revenue Operations Manager Customer Experience will drive all aspects of Customer Experience (CX) Operations at Ignition reporting to the Director of Revenue Operations.

This critical role supports Ignitions CX team in delivering an outstanding customer experience by managing daytoday operations while strategically aligning with Ignitions growth plans. This is a multidimensional role and encompasses the full spectrum of CX Operations. You will partner to collaborate with our CX leaders to add operational rigor to our current CX programs in addition to driving our new Scaled CX initiative which will be powered by our transition to a Productled Growth (PLG) business model. 

Success in this role requires technical expertise communication change management and project management skills to drive efficiencies and continuous improvement. The ideal candidate thrives in a collaborative environment willing to give recommendations on where improvements lie and able to articulate the benefits and impact of decisions being made. 

Key Responsibilities:

• Trusted Partner: Build strong trusted partnerships with the Global Customer Experience (CX) team understanding their needs to provide strategic insights and recommendations. Influence planning and daytoday operations to drive alignment across regions.

• Drive forward Scaled CX: Partner closely with the VP of CX Head of Scaled CX Head of Support and Program Director to support the strategy data processes and enablement for Ignitions Scaled 1 to many) CX initiative. 

• Project Manage Global Initiatives: Identify and lead highimpact projects across Key Account Management Support and Education teams managing all stages of the project lifecycle (from inception to postmortem) to ensure successful and measurable results.

• Operationalize the Customer Journey and SegmentSpecific Strategies: Work alongside CX leaders to continuously evaluate the customer journey map for different verticals and segments. Lead any resulting process data or tool initiatives that stem from this work. 

• Tool Management: Administer the current CX Tech Stack and work with stakeholders across the group to evaluate implement and test new tools that support all initiatives including scaled CX. 

• Data Management and Reporting: Collaborate with partners across the organization to  prioritize and execute data and product needs including health scoring churn prediction and risk signals to drive proactive impactful CX playbooks and interventions.

• Key Account Management Process Optimization and Ownership: Support the design implementation and ongoing management of processes and workflows that enhance the efficiency and effectiveness of the Key Account Manager Team. 

• Financial alignment: Drive the operational components required to track Net Revenue Retention (NRR) performance. 

• Enablement: Partner with functions across the business to identify training needs assist in developing materials and ensure the Account Management teams are equipped with the tools and knowledge to succeed.

• CrossCollaboration: Partner with leaders across Sales Finance Product Data Marketing Customer Experience and Revenue Operations by sharing feedback requirements and best practices to ensure efficient operations. Represent CX Operations within the wider Revenue Operations team. 

Qualifications :

• Extensive experience working in a CX Operations role within a B2B sales organization preferably Software SaaS or Technology. Bonus points for experience within FinTech Payments or within a startup/scaleup business 

• Experience of working within a scaled CX environment which is PLG driven in an operations capacity is a must. 

• Demonstrated experience & understanding of modern customer success tools. Bonus points for experience of using Vitally. 

• Strong analytical skills with the ability to interpret data and provide actionable insights. 

• Project Management: You have demonstrated strong project management and coordination skills with the ability to explain complex processes simply. Must be an exceptionally organized individual who is used to managing tasks and project boards in modern project management systems such as Asana.

• Communication Skills & Influence: Excellent verbal and written communication skills with the ability to influence stakeholders at all levels of the organization. Evidenced experience influencing Leaders making datadriven recommendations and gaining support for action. 

• Business & Strategic Thinking: Ability to think strategically and develop longterm plans that align with company objectives and growth plans.

• You have the ability to thrive in a fastpaced changing environment while maintaining rigorous attention to detail and data accuracy.

Additional Information :

Why join us:

Join our global SaaS scaleup company where we foster a collaborative open and transparent culture and work without ego. Our team comprises curious and intelligent colleagues who embrace challenges. Heres what we offer:

• Employee stock options from day one
• 20 days of accrued annual leave/vacation plus 10 wellbeing days to prioritize yourself and your loved ones
• Additional paid day off to celebrate your birthday along with volunteering leave
• Health dental and vision benefits starting immediately
• Annual education allowance reimbursement to support your professional development
• Employee recognition program
• Quarterly wellness allowance to invest in your personal wellness
• Paid subscriptions to Headspace and LifeWorks EAP & Wellbeing Platform
• Flexible working arrangements supported by WFH reimbursement and technology allowance to ensure your safety while working from home
• Personal tax return assistance (since were in the accounting business!
• Paid parental leave

Experience comes in many forms and skills are transferable please consider applying even if you dont tick all the boxes. 

Your recruiter will share more about the specific salary range for your location during the hiring process.

Ignition is an equal opportunity employer providing fair consideration to all applicants regardless of background.

Ignition is committed to providing accommodations throughout the hiring process. If theres a fit well work with you to meet your accessibility needs. For questions requests or alternate formats contact us at 

Remote Work :

No

Employment Type :

Fulltime