Customer Experience Operations Manager

Description

Customer Experience, Operations Manager

What We're Looking For:
We're searching for a Customer Experience Operations Managerwith a solid understanding of customer success methodologies and experience in performance management relative to Customer Health & Retention.
In CX, we partner with our CS organization to help optimize processes, improve team productivity and standardize our Customer Journey. As a Customer Experience Analyst, you will be collaborating with our CS leaders across Enterprise, Mid-Market & SMB to help drive key workflows that enhance our customer experience.
While we primarily work with Customer Success, this role will involve a lot of cross-functional coordination to ensure that other Commercial, Strategic & Operation teams are aligned with our CS motions & journey design.

What You'll Do:

• Monitor & Report on Leading Indicators: Provide CSMs and leaders with key performance metrics (KPIs) for customer success activities.
• Support Performance Tracking: Partner with CS leadership and other stakeholders to develop and implement strategic initiatives, reporting frameworks, and leading indicator tracking.
• Program Optimization: Collaborate with leadership across departments to define and implement programs aimed at improving key performance indicators (KPIs) that drive customer success outcomes.
• Coaching & Continuous Improvement: Work with Customer Success Managers (CSMs) to ensure CS Tech Stack adoption to drive performance and customer engagement.
• Building scalable Customer Experiences: Leverage our Tech Stack & Supporting Teams to drive a mix of high & low-touch customer journeys through digital channels, reducing manual intervention while improving user experience.

What You'll Bring:

• 1+ year(s) of experience in Customer Experience, Customer Success Operations, Customer Success Management, or a similar role with a focus on CS performance or operational efficiency.
• Proven experience with customer success platforms like Totango or Gainsight, as well as experience with integrating systems like Salesforce and other customer-facing tools.
• Proven project management skills with the ability to manage multiple projects concurrently and work cross-functionally.
• Strong problem-solving abilities, with a focus on optimizing processes and improving team performance.
• Expertise in defining and standardizing workflows and processes at scale.
• Ability to engage and influence stakeholders at all levels within the organization.
• Willingness to embrace the best of both worlds with our hybrid work schedule. This role requires you to be in the office 3 days a week
• Experience working with CS leadership driving strategies into measurable, actionable, and trackable metrics.
• Excellent written and verbal communication skills in English.
• The ability to legally work in the country of hire is required for this position.

What We Offer:

• Enjoy flexible paid time off that allows you to have an enhanced work-life balance.
• Excellent medical, dental, and vision options
• 401(k) matching, life insurance, commuter benefits, and parental leave plans
• Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters.
• Energetic work environment with a hybrid work style, providing the balance you need.
• Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.

America Compensation Verbiage
At Meltwater, we believe great impact deserves great reward. Our compensation approach is data-driven, market-informed, and built to scale with your growth. We benchmark roles against external market data and use structured leveling frameworks to ensure fairness, consistency, and internal equity across teams and geographies.

These frameworks are based on objective, gender-neutral criteria in line with applicable pay transparency regulations.

For this role, the base salary range is $60,000 - $65,000. Compensation may also include a performance-based bonus opportunity.

Actual offers are determined based on job-related skills, experience, demonstrated capabilities, and work location. We typically hire within the range in a way that supports long-term growth, recognizing that compensation evolves as scope, performance, and impact expand over time.

We regularly review our compensation practices and conduct pay equity analyses to help ensure our decisions remain fair, objective, and market-aligned. Employees and candidates may request additional information on how compensation is determined, in line with local legal requirements.

Our Talent Acquisition Team is happy to walk you through the full compensation picture specific to your location and level during the interview process.

Where You'll Work: Austin, Texas

When You'll Join: Ideal Start Date of Jul 6, 2026

Our Story

At Meltwater, we believe that when you have the right people in the right environment, great things happen.

Our best-in-class technology empowers our 27,000 customers around
the world to make better business decisions through data. But we can't do that without our global team of developers, innovators, problem-solvers, and high-performers who embrace challenges and find new solutions for our customers.

Our award-winning global culture drives everything we do and creates
an environment where our employees can make an impact, learn every day, feel a sense of belonging, and celebrate each other's successes along
the way.

We are innovators at the core who see the potential in people, ideas and technologies. Together, we challenge ourselves to go big, be bold, and build best-in-class solutions for our customers.

We're proud of our diverse team of 2,200+ employees in 50 locations across
25 countries around the world. No matter where you are, you'll work with people who care about your success and get the support you need to unlock new heights in your career.

We are Meltwater. Inspired by innovation, powered by people.

Equal Employment Opportunity Statement
Meltwater is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: At Meltwater, we are dedicated to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered. We are committed to the principle of equal employment opportunity and strive to provide a work environment that is free from discrimination and harassment.

All employment decisions at Meltwater are made based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, veteran status, or any other status protected by the applicable laws and regulations.

Meltwater does not tolerate discrimination or harassment of any kind, and we actively promote a culture of respect, fairness, and inclusivity. We encourage applicants of all backgrounds, experiences, and abilities to apply and join us in our mission to drive innovation and make a positive impact in the world.

We may use AI to assist in aspects of our hiring process, such as reviewing candidate information, capturing interview notes, and supporting interview activities. These tools are used only to assist our team through increased efficiencies. Every output continues to be reviewed by humans, and all hiring decisions are made by humans. We remain committed to evaluating candidates fairly, consistently, and in compliance with all applicable laws