Customer Experience Operations Manager

Customer Experience Operations Manager

Location: Austin, TX, United States

Customer Experience, Operations Manager What We're Looking For: We're searching for a Customer Experience Operations Manager with 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.