Customer Experience Operations Manager
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Job Description
Customer Experience Operations Manager leading customer lifecycle analysis and enhancing customer satisfaction through process optimization. Managing CX technology and collaborating with cross-functional teams.
Responsibilities:
- Analyze and map the entire customer lifecycle, from initial contact through onboarding, support, and renewal.
- Identify key moments of truth, friction points, and opportunities for improvement to create a truly cohesive experience.
- Coordinate customer and internal readiness for major product updates, ensuring impacts are understood, communicated, and planned for to minimize disruption and maximize adoption and ROI.
- Design, document, and continuously improve all CS/CX processes and workflows.
- Own our CX data and analytics. You'll define key performance indicators (KPIs) like NRR/GRR, NPS, CSAT, and Customer Effort Score (CES), build insightful dashboards, and deliver regular reports to leadership that translate data into a compelling story about our customers.
- Manage and optimize our entire CX technology stack. You will administer our core platforms (e.g., CRM, Customer Success Platform), evaluate and integrate new tools, and ensure our teams are getting the most out of our technology investments.
- Act as a central point of contact, collaborating closely with Product, Sales, Marketing, and Product teams to ensure a unified approach to the customer experience.
Requirements:
- 3-5 years of experience in Customer Experience Operations, Customer Success Operations, or a similar strategic operational role.
- Demonstrable experience creating and utilizing customer journey maps to drive business improvements and foster a customer-centric culture.
- A strong background in designing and scaling processes. You’re skilled at identifying inefficiencies and implementing robust, repeatable solutions.
- You're highly analytical and proficient with data. You have experience with BI tools (like Tableau, Power BI, or Looker) and can turn raw numbers into actionable insights.
- Deep, hands-on experience managing a modern CX tech stack (e.g., Salesforce, Zendesk, Gainsight, Intercom, Qualtrics). You're not just a user; you're an administrator and a strategist.
- You can clearly articulate complex ideas and present data-driven recommendations to stakeholders at all levels of the organization.
Benefits:
- Your voice counts!
- Your ideas for the success of plentysystems and our support to take care of you personally
- We remote together - we stand for a digital thinking, working and decision-making solution. It means the freedom to work from anywhere in Germany and Romania.
- Work-life balance & a headquarters in Kassel, Berlin and Timisoara.
- Up to date: work with the latest hardware and technology.
- Always better: further training budget and a wide range of workshops.
- RO: Well provided for: 7 card Gym subscription, Pluxee card for meal tickets, Private medical insurance.
- DE: Well provided for: extensive social benefits, e.g. childcare subsidy, Edenred credit card, company pension scheme, anniversary bonus
- DE: Get mobile with us: "Deutschland Ticket" for public transport and bike leasing
- Team events and legendary plenty parties.
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