Client Experience Operations Manager
Columbus, Ohio, United StatesAll locationsColumbus, Ohio, United StatesUSProvidence, Rhode Island, United StatesChicago, Illinois, United StatesAustin, Texas, United StatesTampa, Florida, United StatesPhiladelphia, Pennsylvania, United StatesSalt Lake City, Utah, United StatesAtlanta, Georgia, United StatesRaleigh, North Carolina, United StatesNashville, Tennessee, United StatesPhoenix, Arizona, United States Remote
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About the role
This role will own the operational backbone of Customer Experience by ensuring Salesforce Service Cloud, Zoom Contact Center, and supporting CX tools work together seamlessly to deliver frictionless, intuitive, and highly effective client interactions. This role sits at the intersection of technology, process, and client experience. The CX Operations Manager will partner closely with Service, Account Management, and key client stakeholders to build scalable workflows that empower teams to resolve issues faster, communicate more clearly, and proactively support clients throughout their lifecycle.
What you'll bring
- Salesforce Service Cloud Administrator experience, including case management, automation, reporting, and user configuration.
- Salesforce Service Cloud Consultant or Administrator Certification (required).
- Hands-on experience administering Zoom Contact Center or similar CCaaS platforms.
- Strong understanding of service data models, SLAs, entitlements, queues, and routing logic.
- Working knowledge of AI applications in service environments, including workflow automation, agent assistance, intelligent routing, and self-service capabilities.
- Experience integrating and managing tools that support client-facing interactions (CRM, contact center, knowledge base, reporting tools).
- Strong partnership mindset with the ability to collaborate deeply with Service, Account Management, and cross-functional teams.
- Ability to translate service strategy and client needs into scalable systems and workflows.
- Proactive approach to identifying experience gaps and operational inefficiencies before they impact clients.
- Detail-oriented and process-driven, with strong documentation and change management discipline.
- Ability to manage multiple priorities and complex initiatives across teams.
- Clear communicator who can explain technical concepts in simple, user-centered terms.