CX Operations Manager Role

New

Skills

Data Analysis Excel Fraud Detection Google Suite Looker Program Management Snowflake

Sift is a global leader in digital fraud management, providing advanced AI-powered solutions to help businesses combat online threats such as account takeovers, payment fraud, and chargebacks. As a Customer Experience Operations Manager, you will play a pivotal role in optimizing operational frameworks and supporting cross-functional initiatives to enhance customer experience. Reporting directly to the Director of Customer Success, you will collaborate with Customer Success, Solution Engineering, and Professional Services to drive process excellence and data-driven insights across the organization.

Key Responsibilities

Establish and continuously improve operational frameworks for the Customer Experience team.
Design and maintain processes for creating and updating Business Review decks and customer metrics dashboards.
Facilitate seamless data flow and automate handoffs between Sales, Professional Services, Customer Success, and Solutions Engineering.
Analyze team efficiency, production, and lead ad hoc reporting projects such as churn analysis.
Deliver enablement on new processes, tools, and AI solutions to improve team productivity.
Own and maintain up-to-date documentation for Customer Experience Operations, ensuring accessibility and clarity.
Support capacity planning and hiring strategies for the Customer Experience pipeline.

Required Skills & Qualifications

3-5 years in Customer Success Operations or related roles (Sales Ops, Program/Project Management).
Proficiency in CX operations, dashboarding, program management, and data analysis.
Technical expertise with Atlassian (JIRA, Confluence), Snowflake, Looker, Excel, and Google Suite.
Experience with Customer Success platforms and SaaS tools.
Background in payments, fraud, or security operations is highly desirable.
Exceptional communication skills and ability to drive team alignment and adherence.
Demonstrated ability to support cross-functional initiatives and reporting needs.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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