Customer Experience Operations Manager

Customer Experience Operations Manager

Company

Blumberg Capital

Conditions

5 days ago Lead Maharashtra, India Remote Operations Jobs by Blumberg Capital

Blumberg Capital Stealth Distributed View jobs by Blumberg Capital

Skills

Ai Analytics Automation Change Management Crm Customer Experience Customer Lifecycle Customer Success Data Management Gainsight Integration Kantata Mavenlink Professional Services Reporting Salesforce System Administration Vendor Management Workflow

About the Role

You will serve as the primary technical administrator for Customer Office platforms. You will optimize system configurations, workflows, automations, integrations, and reporting; design lifecycle workflows; implement AI-enabled solutions; troubleshoot issues; improve processes; manage vendors; and train internal users.

Requirements

• 8+ years of experience in customer, revenue, or operations roles.
• Hands-on ownership of platforms such as Gainsight, Kantata, Salesforce, or similar tools.
• Experience configuring, optimizing, and maintaining Customer Experience or Customer Success platforms.
• Experience with workflows, automation, reporting, system integrations, data management, and analytics.
• Experience implementing or leveraging AI and automation solutions in operational environments.
• Understanding of the end-to-end customer lifecycle and Customer Experience strategy.
• Ability to translate business requirements into scalable technical solutions.

Responsibilities

• Administer and serve as the subject matter expert for the Customer Office technology stack, including Gainsight and Kantata.
• Manage and optimize system configurations, workflows, automation, business rules, integrations, and reporting.
• Provide advanced system support and troubleshoot issues for customer-facing teams.
• Monitor system performance, conduct audits, and implement enhancements.
• Design and implement end-to-end workflows across the customer lifecycle.
• Drive AI and automation initiatives, including predictive health scoring and intelligent triggers.
• Identify and implement process improvements to reduce manual work and optimize performance.
• Gather requirements, evaluate impact, and deliver scalable system solutions with cross-functional stakeholders.
• Collaborate with Customer Success, Support, and Professional Services to improve service delivery.
• Plan and implement new tools, features, and enhancements.
• Manage vendor relationships and evaluate AI-driven technologies.
• Provide guidance, training, and best practices to internal teams.
• Support change management and adoption of tools and processes.

Benefits

• Accommodations during the selection process upon request.

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