Senior Customer Experience Operations Manager Framingham, MA

SenIor Customer Experience Operations Manager Framingham, MA About the Role We are looking for a Senior Customer Experience Operations Manager to build and optimize the systems, processes, and insights that power our customer experience function. You will shape how customers move through the journey, reduce friction, and ensure our teams have the tools, data, and workflows needed to deliver exceptional experiences at scale. This role blends operations, analytics, and strategic problem solving and is ideal for someone who is passionate about improving processes, enabling teams, and championing the voice of the customer. What You'll Do Customer Journey & Process Optimization Map and maintain the customer journey across all touchpoints to identify friction points and improvement opportunities. Design, standardize, and continuously refine processes, SOPs, and playbooks to increase consistency and efficiency. Lead initiatives that streamline workflows, eliminate bottlenecks, and reduce customer effort. Implement automation, integrations, and self‑service solutions that enhance speed and scalability. Customer Feedback & Continuous Improvement Build a structured system to collect, organize, and analyze customer feedback from surveys, support interactions, product usage, and other channels. Partner with Product, Engineering, and cross‑functional teams to turn insights into actionable improvements. Maintain a closed‑loop feedback process—tracking issues, implementing solutions, and measuring impact. Promote a culture of continuous improvement and customer centricity across the organization. Data, Reporting & Performance Insights Define, track, and report on key CX metrics (e.g., CSAT, NPS, CES, SLAs, churn/retention, FCR). Build dashboards that provide visibility into performance and support data‑driven decision‑making. Analyze trends and root causes to guide strategic improvements in the customer journey and support model. Ensure data integrity and record ownership across tools, systems, and channels. Own the CX tech stack and CX needs and processes within the broader GTM tech stack (e.g., Salesforce, SalesLoft, Matik, ChurnZero). Partner with broader Sales Ops and IT to bring needs to life. Coordinate with enablement teams to train users and ensure adoption of new tools and workflows. Evaluate, implement, and optimize tools to improve operational efficiency and customer experience. Ensure systems are scalable, reliable, and aligned with CX operational needs. Cross‑Functional Collaboration Work closely with Product, Engineering, Sales, Marketing, and Operations to ensure CX is integrated into company‑wide planning and decision‑making. Advocate for customer needs and ensure the "voice of the customer" informs product and policy decisions. Team Enablement & Quality Assurance Develop training materials, SOPs, and knowledge resources that empower CX teams. Collaborate with Training & Enablement teams to facilitate the onboarding of new team members, ensuring they have the tools and knowledge needed to excel. What You'll Bring Required Proven experience mapping customer journeys and improving processes. Strong analytical skills with experience building dashboards and working with CX data. Hands‑on experience with CX tools (e.g., Zendesk, Salesforce, ChurnZero, Intercom, Gainsight). Strong cross‑functional communication and stakeholder management skills. Ability to lead and execute projects from concept through implementation with measurable outcomes. Preferred Experience implementing automation, routing, or workflow optimization. Familiarity with customer feedback systems and closed‑loop processes. Experience with SQL or BI tools (Sigma, Tableau, Power BI). Background in a high‑growth SaaS, e‑commerce, or service‑driven environment. What Success Looks Like Streamlined processes and reduced friction across the customer journey. Improved CX metrics (CSAT, NPS, CES), increased efficiency, and better SLA performance. A reliable feedback system that drives meaningful product and service improvements. Increased cross‑functional alignment and shared ownership of the customer experience. Highly enabled CX teams who have the tools, training, and insights needed to excel. Scalable, well‑governed CX systems and workflows that support company growth. Compensation and Benefits The salary range for this position is $98,000 – $182,000 per year, which represents the base pay the company reasonably and in good faith expects to pay for this role. Actual pay within this range will be determined based on factors such as relevant experience, skills, and qualifications. Depending on the position, employees may also be eligible to participate in a company bonus or commission plan. All employees are eligible for a comprehensive benefits package, including medical, dental, and vision coverage, unlimited paid time off, and participation in the company’s 401(k) plan with employer contribution. Equal Opportunity Employer Definitive Healthcare is an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and teammates. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, religion, age, gender, gender identity, sexual orientation or any other status. If you’re interested in working in a fast growing, exciting working environment – we encourage you to apply! #J-18808-Ljbffr