Customer Experience Operations Manager

2 weeks, 4 days ago
Full-time
Lead
Customer and Technical Support
Hootsuite

Hootsuite

Hootsuite is the world's most widely used social media management tool, offering scheduling, content creation, analytics, and social listening in one platform. It helps businesses manage social media campaigns across multiple networks with advanced fea...

Media
10K-50K
Founded 2008
$315M raised

Description

  • Serve as the primary technical administrator and subject matter expert for the Customer Office tech stack, including Gainsight, Kantata (Mavenlink), and related platforms.
  • Own, manage, and optimize system configurations, workflows, automations, business rules, integrations, and reporting.
  • Ensure systems are accurately configured, integrated, and aligned to customer engagement strategies and operational processes.
  • Provide advanced system support and troubleshooting to minimize disruption for customer-facing teams.
  • Monitor system performance, conduct regular audits, and implement enhancements to improve scalability and reliability.
  • Design and implement end-to-end workflows across the customer lifecycle to ensure seamless handoffs between teams and systems.
  • Drive AI and automation initiatives such as predictive health scoring, intelligent triggers, and workflow automation.
  • Identify and implement process improvements that reduce manual work and optimize performance.
  • Partner with cross-functional stakeholders to gather requirements, evaluate impact, and deliver scalable system solutions.
  • Collaborate with Customer Success, Support, and Professional Services teams to maximize system capabilities and improve service delivery.

Requirements

  • 8+ years of experience in Customer, Revenue, or Operations roles.
  • Significant hands-on ownership of platforms such as Gainsight, Kantata, Salesforce, or similar tools, ideally in SaaS or technology environments.
  • Proven experience configuring, optimizing, and maintaining Customer Experience or Customer Success platforms, including workflows, automation, and reporting.
  • Preferred experience as a Gainsight Admin.
  • Preferred experience with Professional Services Automation tools such as Kantata/Mavenlink.
  • Preferred experience with CRM platforms such as Salesforce and data integration tools.
  • Experience with system integrations, data management, and reporting/analytics.
  • Experience implementing or leveraging AI and automation solutions in operational environments.
  • Strong understanding of the end-to-end customer lifecycle and Customer Experience strategy.
  • Demonstrated ability to translate business requirements into technical solutions and deliver scalable systems.

Benefits

  • Remote work is available for applicants in Canada and the USA, with flexibility for those near Toronto or Vancouver offices.
  • Canada salary range: $96,100 to $134,700 CAD.
  • US salary range: $102,300 to $143,300 USD.
  • Opportunity to work with AI-enabled automation initiatives across the customer lifecycle.
  • Exposure to a broad Customer Office technology stack and cross-functional operational work.

Interested in this position?

Apply directly on the company website

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