Customer Experience Operations Manager

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Experience Operations Manager based in India.** This is an exciting opportunity for an experienced operations professional to drive the optimization and transformation of customer experience systems and processes within a fast-paced technology environment. The role combines strategic operations leadership with hands-on platform administration, focusing on enhancing customer engagement through automation, AI-driven workflows, and scalable system solutions. You will work closely with cross-functional teams to streamline the customer lifecycle, improve operational efficiency, and enable exceptional service delivery. The position offers exposure to leading customer success technologies, advanced automation initiatives, and innovative customer operations strategies. It is ideal for professionals who enjoy solving complex challenges, driving change, and building scalable systems that directly impact customer outcomes and business growth. ### Accountabilities: - Serve as the primary technical administrator and subject matter expert for customer operations platforms, including customer success, professional services, and CRM systems. - Own and optimize system configurations, workflows, automations, business rules, integrations, and reporting frameworks to support customer engagement strategies. - Ensure platform reliability, scalability, and alignment with business processes through proactive monitoring, troubleshooting, audits, and continuous enhancements. - Design and implement end-to-end workflows across the customer lifecycle, ensuring seamless collaboration and efficient handoffs between teams and systems. - Lead AI and automation initiatives, including predictive analytics, intelligent triggers, workflow automation, and process optimization projects. - Partner with Customer Success, Support, Professional Services, and other stakeholders to gather requirements and deliver scalable technical solutions. - Drive the implementation and adoption of new tools, features, and system enhancements while ensuring effective change management and user enablement. - Manage vendor relationships and evaluate emerging technologies that can enhance operational performance and customer experience capabilities. - Provide guidance, training, and best practices to internal teams, acting as a trusted advisor on systems, processes, and operational excellence initiatives. - Continuously identify opportunities to improve workflows, reduce manual effort, and enhance customer-centric operations across the organization. ## Requirements - Minimum of 8 years of experience in Customer Operations, Revenue Operations, Customer Success Operations, or related operational roles within SaaS or technology environments. - Significant hands-on experience administering and optimizing platforms such as Gainsight, Salesforce, Kantata (Mavenlink), or similar customer-focused systems. - Proven expertise in configuring workflows, automations, reporting, integrations, and scalable operational processes. - Experience with system integrations, data management, reporting, analytics, and operational performance measurement. - Demonstrated experience implementing or leveraging AI and automation solutions to improve business processes and customer outcomes. - Strong understanding of the end-to-end customer lifecycle and customer experience strategies within technology-driven organizations. - Ability to translate business requirements into scalable technical solutions and operational frameworks. - Excellent analytical and problem-solving skills with the ability to identify root causes and implement effective solutions. - Strong collaboration and stakeholder management capabilities, with experience working across cross-functional and distributed teams. - Exceptional written and verbal communication skills, with the ability to influence, educate,…