Senior Manager, CX Operations

Job not on LinkedIn

🕒 May 29

🇺🇸 United States – Remote

💵 $160k - $220k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

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ClickUp

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2017

☁️ SaaS

⚡ Productivity

🏢 Enterprise

💰 $400M Series C - ClickUp on 2021-10

SaaS • Productivity • Enterprise

ClickUp is a cloud-based SaaS work management and productivity platform that consolidates projects, docs, chat, time tracking, automations and AI-driven "Super Agents" into a single workspace. It helps teams and enterprises streamline workflows, replace fragmented software stacks, and boost productivity with integrations, customizable agents/workflows, and enterprise-grade security and compliance.

📋 Description

• Identify operational bottlenecks and design scalable solutions by utilizing a mix of process improvements, automation, and AI-driven tools to revolutionize our critical business processes and increase team productivity • Extract key business insights from qualitative and quantitative data, identify risks and opportunities and create programs to mitigate long-term issues and drive more revenue and higher customer retention • Promote a culture and methodology for rapid innovation and experimentation across playbooks to drive customer retention and expansion outcomes via the support experience • Drive the adoption of new tools and processes, including AI and automation platforms, to drive productivity • Synthesize the customer support experience and overall trends to drive cross-functional alignment with teams including Sales, Product & Engineering, Customer Success, and Finance • Lead and execute strategic initiatives to optimize and transform customer experience and internal collaboration processes • Drive annual planning, budgeting, capacity modeling, forecasting, and monthly/quarterly business review functions

🎯 Requirements

• 8+ years in an Operations and/or Strategy role focused on Customer Support, Customer Experience, Customer Success, or similar functions • Deep knowledge of support methodology, processes, tools, and metrics • Track record of leading technology-enabled business process transformations, with an emphasis on strategic application of AI (e.g., ChatGPT, Claude, Gemini) and automation tools and techniques (e.g., Retool, Zapier, Make) • Expert in managing and analyzing data, including building ad hoc reports and spreadsheet models as well as leveraging business intelligence tools to create executive dashboards • Experience with managing budgets, running a forecasting cadence, and performing variance analysis • Effective at engaging and influencing executive stakeholders, building consensus, and driving collaborative change • Demonstrated leadership role in building/scaling teams and workflows, preferably in a customer-facing or operations function • Direct experience with a SaaS business model, customer journey and core KPIs in a high-growth, global environment • Proficient with Salesforce, ClickUp, ZenDesk or comparable platforms • Strategic thinker with a bias for action—hands-on, scrappy, and able to take projects to the finish line • Exhibits extreme accountability and ownership, with an obsession for continuous improvement and mastery of your craft.

🏖️ Benefits

• Equity • 401k • Health, Dental, and Vision insurance • Spending accounts • Life & Disability • Paid parental leave • Flexible paid time off • Enhanced employee assistance program • Employee wellness stipend • Professional development stipend