Customer Experience Operations Manager

At Factorial were building the leading business management software for companies of all sizes. Our platform centralizes key workflows across HR finance and operations freeing teams from manual processes so they can focus on what really matters: leading growing and taking care of their people.

With over 1200 employees across 7 markets we serve 700 000 users and are one of the Europes fastest-growing SaaS companies backed by top-tier investors and proudly headquartered in Barcelona.

We believe in bold goals radical ownership and inclusive collaboration. If youre excited to shape the future of business management technology wed love to meet you.

The CX Ops Manager is a dedicated Ops role focused on enabling CX including Onboarding Support Retention and Expansion activities. This role is responsible for designing implementing and maintaining scalable processes automations and insights.

Key Responsibilities

CX Process Optimization & Automation

• Design implement and maintain automation workflows that support onboarding adoption renewals and upselling.

• Continuously test and refine customer lifecycle workflows ensuring smoother onboarding proactive risk alerts and scalable renewal management.

Customer Journey Orchestration

• Onboarding Automation: Streamline handoff from Sales to Onboarding with clear playbooks task automation and SLA tracking.

• Adoption & Engagement: Build alerts health scoring workflows and task triggers to enable proactive CSM engagement.

• Renewals & Expansion: Automate renewal reminders expansion triggers and churn-risk notifications to support retention and upsell motions.

• NPS & Feedback Loops: Integrate customer surveys and feedback into HubSpot (or other systems) to create actionable insights for CX.

• Act as the first line of troubleshooting for CX-related workflows and tools resolving tickets and ensuring smooth system performance.

• Proactively monitor workflows addressing errors or inconsistencies before they impact customer teams.

Tooling Data Integrity & Adoption

• Own the CX workflow architecture in HubSpot and connected tools to it.

• Drive tool adoption and optimization across CX teams ensuring they use existing systems effectively.

• Collaborate with Data Governance to maintain clean lifecycle data and enable consistent CX reporting.

Enablement Training & Documentation

• Build and maintain playbooks for CX workflows and processes.

• Partner with Enablement to deliver training sessions for CX teams on system usage and workflow best practices.

• Collect user feedback to continuously optimize adoption and ease of use for CX teams.

Project Management & Execution

• Prioritize requests from CX teams while balancing quick wins with strategic process improvements.

• Use structured project management (Agile OKRs) to ensure accountability progress tracking and visibility across CX Ops initiatives.

Key Skills & Qualifications

Qualifications

• Proven experience managing workflows and automations in HubSpot or similar CX/GTM systems.

• Solid understanding of customer lifecycle stages (onboarding adoption expansion renewal).

• Experience in B2B SaaS ideally in fast-paced cross-functional RevOps environments.

• Technical project management and process design background.