About this role
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 within the state of Maharashtra, India.
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.
• Plan and drive implementation of new tools, features, and enhancements, ensuring successful rollout,adoption and integration.
• Manage vendor relationships and evaluate new technologies, including AI-driven solutions.
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