Senior Customer Experience Operations Specialist
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Job Description
Senior CX Operations Specialist building automation and AI workflows for 8am’s professional-services platform. Turning CX data and cross-functional ideas into shipped systems and measurable outcomes.
Responsibilities:
- Identify where new automation and AI can create leverage across the CX organization
- Scope early-stage stakeholder ideas into concrete, buildable project plans
- Partner with Business Systems and Engineering on infrastructure-level builds
- Diagnose underperforming Salesforce and Intercom workflows
- Write developer-ready tickets and rebuild automation or routing logic when required
- Partner with Enablement on workflow and automation adoption, training, documentation, and change management
- Convert NPS, CSAT, retention, support, and success metrics into leadership recommendations
- Maintain visibility into initiative status, risks, and dependencies
- Surface blockers and align stakeholders to drive assigned initiatives forward
Requirements:
- 4-6+ years of experience in Customer Success/Experience Operations, Revenue Operations, or Business Operations
- Demonstrated ownership of a program or metric outcome, not process facilitation alone, in a B2B SaaS environment
- Advanced-user proficiency with Salesforce and Intercom, including building reports, dashboards, in-app messaging, surveys, and workflow automations
- Self-directed and outcome-driven, able to move roadmap projects forward without heavy oversight
- Strong written and verbal communication skills
- Comfort operating within evolving or undefined processes
- Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation
- Preferred: Salesforce Administrator certification
- Preferred: survey-building tools such as Delighted or Qualtrics
- Preferred: in-app messaging platforms
- Preferred: hands-on experience applying AI tools to operational workflows
- Preferred: SQL or BI tool proficiency
Benefits:
- Medical, dental, and vision plans, including a 100% company-paid HDHP plan for employees
- Annual bonuses
- Equity options
- 401(k) or RRSP if in Canada, with a company match for all team members
- Flexible Time Off
- Paid holidays
- Parental leave program
- Wellness stipends
- Mental health support
- One-on-one nutrition coaching
- Continuous learning through 8am.edu
- Leadership programs
- Professional development funds
- Individually focused talent development
- Charitable matching gift program
- Paid time off for volunteer service
- Company-sponsored volunteer events, both local and virtual
- Virtual and in-person team-building events
- Quarterly award recognition through the Rise & Shine Award of Excellence Program
- Peer-to-peer appreciation platform
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