Customer Experience Operations Manager

About the Role

The role is part of a dynamic team that is passionate about delivering exceptional customer experiences. The team is collaborative, supportive, and always looking for ways to improve processes and workflows. As a Customer Experience Operations Manager, you will have the opportunity to work closely with cross-functional stakeholders, including Customer Success, Support, and Professional Services teams, to drive business outcomes and revenue growth.

Hootsuite is committed to creating a diverse and inclusive work environment, and this role is open to remote applicants in the USA and Canada. The company offers a range of benefits and perks, including flexible working hours, professional development opportunities, and a comprehensive health and wellness program.

What You Will Do

• Act as the primary technical administrator and subject matter expert for the Customer Office tech stack, including Gainsight, Kantata, and related platforms
• Own, manage, and optimize system configurations, including workflows, automation, business rules, integrations, and reporting
• Ensure systems are accurately configured, integrated, and aligned to enable customer engagement strategies and operational processes
• Provide advanced system support and troubleshooting, proactively resolving issues to minimize disruption and ensure continuity for Customer-facing teams
• Monitor system performance, conduct regular audits, and implement enhancements to maintain scalability, reliability, and best-in-class system operations
• Design and implement end-to-end workflows across the customer lifecycle, ensuring seamless handoffs between teams and systems
• Drive AI and automation initiatives, including predictive health scoring, intelligent triggers, and workflow automation to improve customer engagement and team efficiency
• Identify and implement process improvements, leveraging automation and system enhancements to reduce manual work and optimize performance
• Partner with cross-functional stakeholders to gather requirements, evaluate impact, and deliver scalable system solutions
• Collaborate with Customer Success, Support, and Professional Services teams to maximize system capabilities and improve service delivery

What We Are Looking For

• 8+ years of experience in Customer, Revenue, or Operations roles, with significant hands-on experience in ownership of platforms such as Gainsight, Kantata, Salesforce, or similar tools
• Proven experience in configuring, optimizing, and maintaining Customer Experience or Customer Success platforms, including workflows, automation, and reporting
• Strong analytical and problem-solving skills, with the ability to analyze complex data sets and translate insights into actionable recommendations
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional stakeholders
• Strong technical skills, including proficiency in Salesforce, Excel, and other relevant tools and technologies
• Experience working in a fast-paced, dynamic environment, with a strong ability to adapt to changing priorities and requirements
• Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously

Nice to Have

• Experience working in a SaaS or technology environment
• Gainsight Admin certification or similar
• Experience with Professional Services automation and workflow design
• Knowledge of AI and machine learning concepts, including predictive health scoring and intelligent triggers

Benefits and Perks

• Competitive salary and benefits package
• Flexible working hours and remote work options
• Comprehensive health and wellness program, including mental health support and employee assistance programs
• Professional development opportunities, including training and education programs
• Access to the latest tools and technologies, including Salesforce, Gainsight, and Kantata
• Collaborative and dynamic work environment, with a strong focus on diversity and inclusion
• Recognition and rewards program, including bonuses and stock options

• Tip: Highlight your experience with Salesforce, Excel, and other relevant tools and technologies in your resume and cover letter.
• Tip: Be prepared to provide specific examples of your experience with workflow automation and AI-enabled automation.
• Tip: Show a willingness to learn and adapt to new systems and technologies, as well as a strong ability to analyze complex data sets and translate insights into actionable recommendations.
• Tip: Emphasize your excellent communication and collaboration skills, including experience working with cross-functional stakeholders.
• Tip: Research Hootsuite's company culture and values, and be prepared to discuss how you align with them.
• Tip: Be prepared to discuss your experience working in a fast-paced, dynamic environment, and your ability to prioritize tasks and manage multiple projects simultaneously.