Customer Experience Communications Operations Manager

Benchling

Boston, MA

Responsibilities

Own incident communications framework including severity models, playbooks, templates, and 24/7 coverage structure
Manage single intake system for all customer communications and determine appropriate audience, channels, and timing
Build and maintain approved template library enabling consistent on-brand messaging across CX teams
Develop dashboards and reporting tracking communications velocity, delivery status, and performance trends
Conduct post-incident reviews with communications lens and drive systemic improvements with Product and Engineering

Requirements

8+ years customer communications operations or incident/change management in B2B SaaS
Experience at continuous-release software company preferred
Demonstrated ability building tiered, repeatable processes and RACIs
Proven track record creating performance dashboards and metrics
Ability to drive results through cross-functional teams without direct authority
Experience in regulated or compliance-sensitive environments

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Vacancy posted 5 days ago

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