Customer Experience Operations Manager job opportunity at Benchling.

Home Jobs In United States Of America Tag: Customer Experience Customer Experience Operations Manager position at Benchling


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Benchling Customer Experience Operations Manager
Experience: 5-years
Pattern: hybrid
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Customer Experience

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degreeBachelor's (B.Sc.)
loacation San Francisco, CA, United States Of America
loacation San Francisco,..........United States Of America

Maintain and evolve CX dashboards and metrics visibility: Build and improve dashboards using Mode, Sigma, and other tools that help track team and customer outcomes. Own the production of accurate, timely data for executive reviews and decision-making. Manage and optimize CX tools: Administer, maintain, and improve workflows, automations, data integrity, and vendor relationships across our CX tooling stack (Salesforce, Zendesk, Certinia, Gainsight). Advocate for CX needs across the organization, including working with external vendors and internal Business Technology teams to prioritize CX requirements alongside other departmental initiatives. Drive AI-powered automation initiatives: Identify high-impact opportunities to automate manual CX workflows using AI tools like Claude, chatbots, and workflow automation. Partner with Engineering and Business Technology teams to scope, prioritize, and implement solutions that integrate with our existing CX stack (Zendesk, Gainsight, Salesforce). Define success metrics and measure impact on deflection rates, resolution time, cost savings, and team productivity. Drive cross-functional improvements: Serve as a cross-departmental problem solver. Understand the context of asks from Product, Sales, and other teams, and generate data to support CX in making informed decisions. Be the first-line connector for complex CX questions: Monitor channels like CX-discuss to identify common or complex CX questions. Answer when possible, route to the right team when not, and track recurring issues to drive systematic improvements. Keep CX updated on key initiatives: Ensure CX teams stay informed about product launches and strategic updates across the company. Create and distribute monthly newsletters highlighting key projects and developments.

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