Customer Experience (CX) Operations Manager

A Little About Inn-Flow At Inn-Flow,we’remore than a hotel software company -we’rea team on a mission to transform how the hospitality industryoperates. Built by hoteliers, for hoteliers, our all-in-one back-office platform brings together accounting, labor management, payroll, business intelligence, and more into one seamless experience. Our technology empowers hotel operators to work smarter, make better decisions, and focus on what matters most: delivering exceptional guest experiences.Inn-Flow is experiencingstrong growthand momentum, backed by the strategic investment from Mainsail Partners. As we scale,we’reexpanding the leadership team, accelerating innovation, and deepening our impact across the hospitality industry, all while staying grounded in the real needs of operators. Our commitment to both customers outcomes and employee experience has earned industry recognition, including multiple top honors from the 2026HotelTechAwardsand recognition as a Top 10 Best Places to Work in Hotel Tech and Triangle Business Journal’s #2 Best Place to Work. At Inn-Flow,you’llhave the opportunity to do meaningful work, grow your career, and be part of a companythat’sshaping the future of hospitality technology. About the role Inn-Flow is hiring a CX Operations Manager to help build and scale the operational foundation of our Customer Experience organization. This role will report directly to the SVP of CX and sit squarely within the CX team. This is a highly impactful, hands-on role for someone who thrives in fast-growing SaaS environments and loves building systems, processes, and data foundations from the ground up.You’llplay a critical role in modernizing our CX tech stack, strengthening our analytics and reporting capabilities, and enabling CX leaders tooperatemore efficiently through automation, AI, and data-driven decision-making. This role will initially be a team of one, requiring a strong individual contributor who is excited to roll up their sleeves — with the opportunity to grow into a player-coach and help build a CX Operations team as Inn-Flow scales. This is a hybrid role based in the Raleigh, Durham, Chapel Hill area, with in-office collaboration in Raleigh on Tuesdays and Thursdays. What you'll do Lead the migration of our support platform from Freshdesk toa new platform, including implementation, configuration, testing, and rollout Own the rollout and ongoing optimization of AIchat experience, identifyingopportunities to increase automation and improve customer experience Assess, implement, andoptimizeCX systems and tools to support scale, efficiency, and a high-quality customer experience– including the near-term assessment, and potential implementation, of a new Customer Success platform Establish a strong, system-driven foundation for CX reporting and analytics Partner closely with the Data team toleverageSnowflake and Sigma to support CX insights, dashboards, and reporting Design andmaintainreporting that enables CX leaders to track performance,identifytrends, and make data-driven decisions Streamline CX workflows and processes, reducing manual effort through automation and better system design Identifyand expand opportunities toleverageAI across CX operations Partner cross-functionally with Product, Engineering, Data, and other teams to drive alignment and execution Support CX leaders with operational enablement, change management, and adoption of new tools and processes Work with the SVP of CX tofacilitateMonthly and Quarterly Business Reviews Support CX leaders with systems and data needs tofacilitatethe Voice of the Customer program Help define the future state of CX Operations at Inn-Flow and, over time, grow into a leadership role as the team expands What Makes You Stand Out Experience with tools such as Intercom, HubSpot, Fin AI, Snowflake, Sigma, Zapier, or similar platforms Experience building or scaling CX Operations functions from the ground up Experience partnering closely with data teams on reporting and analytics Strong change management skills and a track recordof driving adoption across teams A builder mindset — you enjoy creating systems, processes, and foundations that scale Leadership potential and interest in growing into a player-coach role over time Qualifications Multiple years of experience in an Operations role within a SaaS business (CX Ops,Support Ops,CS Ops, or similar) Experience supporting a fast-growing, scaling SaaS organization Strong understanding of CX platforms, BI and analytics tools, automation tooling, and AI capabilities Proven experience leading complex system implementations and driving operational change Strong analytical skills with the ability to translate data into actionable insights Ability to balance hands-on execution with strategic thinking Strong communicationand stakeholder management skills, with the ability to influence cross-functionally Comfortoperatingin ambiguity and building structure where itdoesn’tyet exist Why You'll Love Working at Inn-Flow We believegreat workstarts with taking great care of our people. Benefits Health, dental, and vision insurance Short-Term Disability & Life Insurance 401(k) with a generous employer match Time Off & Flexibility Flexible vacation and PTO Paid holidays plus a floating holiday Paid volunteer time Hybrid work schedule with in-office collaboration on Tuesdays and Thursdays in our Raleigh office (remote Mondays, Wednesdays, and Fridays) Work Environment & Culture A beautiful, modern office in downtown Raleigh Employer-paid monthly parking Monthly team socials and regular celebrations Quarterly all-hands meetings A culture rooted in recognition, collaboration, and growth Smart, kind, and genuinely fun people who care about their work - and each other Equal Opportunity Employer Inn-Flow is proud to be an Equal Opportunity Employer, upholding a work environment free from discrimination and harassment. We make our hiring decisions based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, family status, or any other non-business consideration. We stand firmly against discrimination and harassment in any form. #J-18808-Ljbffr Inn-Flow