Customer Experience Operations Manager

We're looking for a Customer Experience Operations Manager who serves as the primary technical administrator and subject matter expert for the Customer Office tech stack and related platforms. Reporting to Senior Director, you'll manage and optimize system configurations, workflows, automations, integrations, and reporting to support customer engagement strategies and operational processes. In this role, you'll drive workflow design and AI-enabled automation across the customer lifecycle to enhance efficiency, streamline processes, and improve service delivery.

This role is open to remote-applicants in Canada and USA (in Provinces/States where we can hire legally), unless you are near a commuting distance from our Toronto or Vancouver offices.

WHAT YOU’LL DO:

Customer Experience Systems Administration & Ownership

• Act as the primary technical administrator and subject matter expert for the Customer Office tech stack, including Gainsight, Kantata (Mavenlink), 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

Workflow Design, Automation & AI Enablement

• 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.

Operational Excellence & Enablement

• Identify opportunities to continuously improve processes, workflows, and system usage across the Customer Office.
• Act as a trusted advisor and systems expert, providing guidance, training, and best practices to internal teams.
• Support change management and enablement to ensure effective adoption of tools and processes.
• Perform other related duties as assigned

WHAT YOU’LL NEED:

• 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, ideally in SaaS or technology environments
• Proven experience in configuring, optimizing, and maintaining Customer Experience or Customer Success platforms, including workflows, automation, and reporting. ● Preferred: Gainsight Admin, Experience with Professional Services Automation tools (e.g., Kantata/Mavenlink) and CRM platforms (e.g., Salesforce) and data integration tools. Experience with system integrations, data management, and reporting/analytics.
• Experience implementing or leveraging AI and automation solutions in operational environments.
• Strong understanding of the end-to-end customer lifecycle and Customer Experience strategy.
• Demonstrated ability to translate business requirements into technical solutions and deliver scalable systems.
• Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing team needs over individual needs
• Creativity and Innovation: seeks new and better ways of doing things, generates original and imaginative ideas, products, or solutions
• Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding
• Problem Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems

WHO YOU ARE:

• Solution seeker: You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked.
• Lifelong learner: You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t.
• Resilient adapter: In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity.
• Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information.
• Critical challenger: You have the trust in your team to ask difficult questions in order to get to the best end result.
• Active communicator: You listen actively and communicate ideas and information clearly, inclusively, and proactively.
• Integrated thinker: You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals.
• Accountable owner: You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes.
• Bar-raiser: You step up to help your team grow and succeed, even when that means going beyond what might be expected.