Customer Experience Operations & Systems Manager

Look around you today, every store, home, hospital, school, was made possible by the coordination of architects and a team of professionals. They are charged with the responsibility of creating our shelters and yet, they are left with nothing more than Excel to manage their work. We're here to change that.

WHAT IS MONOGRAPH?

MONOGRAPH IS A FIRM PERFORMANCE MANAGEMENT PLATFORM FOR ARCHITECTURE AND ENGINEERING PRACTICES. FIRMS USE MONOGRAPH TO MAKE QUICK AND CONFIDENT DECISIONS ABOUT BUDGETING AND RESOURCES TO DRIVE THEIR PRACTICES FORWARD.

WHY WORK AT MONOGRAPH?

People first: Core to the team, we believe in people first, curiosity, and empathy. You'll be a culture ambassador and deploy your genuine value for relationships to drive success and happiness. Build a company that will redefine architecture: Project management is just the beginning...we have big ambitions to help facilitate the entire design process from becoming the document source of truth to coordinating with consultants. You can shape the future of building design. Work with some of the best product people in the world: We’re an innovative team of highly productive individual contributors with a strong design background. You will be doing some of the best work of your life. -------------------------------------------------------------------------------- About the Role As our Customer Experience (CX) Operations & Systems Manager, you will drive the effectiveness and efficiency of our team through data and become a key partner in defining customer experience objectives, strategy, and tactics, and in implementing processes that scale. A successful candidate is highly analytical, skilled at creating processes, and can confidently lead both insight generation and execution. Reporting to our VP Operations, the CX Operations & Systems Manager will act as the operations steward for workflows and systems for the VP of CX. This person will be comfortable operating at the intersection of CX, data, systems, and product - using insights from customer interactions to improve internal workflows, reporting, and scalable customer-facing processes. Your Role * Collaborating closely with the CX VP and managers to gain insights into our current business growth stage and departmental needs * Monitor and troubleshoot data issues across CX systems (ChurnZero, Intercom, Salesforce, BigQuery) — coordinate root cause analysis, and ensure timely resolution to minimize downstream business impact * Partner with Finance and Revenue Operations to monitor the entire customer lifecycle (contracting, onboarding, renewals, churn) to identify and address process or insights gaps in the customer journey * Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation * Analyze and improve our Customer Health Score. Leverage strategic score feedback to build on and improve relationship management processes * Build and maintain centralized dashboards for CX functions, including Support, Customer Success, Account Management, and customer health * Collaborate closely between the Operations team and Product to align infrastructure and ensure CX reporting is accurate, consistent, and accessible * Identify recurring customer or support issues and help translate them into improved workflows, self-service resources, automation opportunities, or product feedback * Explore opportunities to use automation and AI-enabled workflows to reduce manual work, improve routing accuracy, and help the CX team scale * Establishing, maintaining, and enforcing SLAs across Revenue and CX teams You Have * Excellent critical thinking skills; ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions

• Clear communication with excellent written, verbal, and listening skills
• Strong leadership and interpersonal skills with an ability to drive

cross-functional teams * Strong project management skills focused on driving change in a complex environment * Highly meticulous with detail, ability to manage multiple concurrent projects, and collaborate effectively across multiple departments and meet deadlines * Ability to effectively document processes utilized by CX for new and existing team members * Systems-minded approach, with curiosity around how tools, data, workflows, and customer experience connect * Comfort partnering with technical and non-technical stakeholders to solve operational problems Your Experience * 3+ years relevant experience in Customer Experience operations, Support operations, or Sales operations * Demonstrated experience rolling out, administering, or improving Customer Success or Support platforms, such as ChurnZero, Intercom, Zendesk, Salesforce, Front, or similar tools * Experience building health and adoption scoring — aggregating data, mapping between systems, and scoring optimization

• Proficiency in SQL
• Experience building dashboards or reporting to evaluate workflows, customer

health, support trends, SLAs, or operational performance * Experience improving support or CX workflows, such as ticket routing, escalation processes, taxonomy, self-service, or automation * Experience partnering with Product or Engineering to surface recurring customer issues and drive scalable improvements is a plus

• Experience with AI-enabled workflows, APIs, or automation tools is a plus
• Salesforce admin-level skills are a bonus

Compensation * $110,000 - $135,000 salary (depending on experience), plus a comprehensive benefits package. We encourage individuals from underrepresented backgrounds, including women and minorities, to apply for this position. We believe in creating a diverse and inclusive workplace and welcome candidates who may not meet every listed requirement but are eager to contribute and grow within our team. Even if you don't meet every requirement, we still encourage you to apply. --------------------------------------------------------------------------------

YOU'LL LOVE OUR BENEFITS

Innovative engineering and product culture Early-stage well-funded company ❤️ Inclusion and diversity as a company priority And for US-based, full-time employees: 100% premium coverage on our healthcare plans for employees and their families Dental & vision coverage for employees and families New laptop & equipment ‍♀️ Wellness Stipend