Role Summary
We're on the lookout for strategic thinkers, operationally minded collaborators, and bold innovators who thrive in fast-paced, high-impact environments. As a CX Operations Manager within the Resource Management Office (RMO), you will play a critical role in driving the success of our Customer Experience organization by ensuring optimal alignment of resources, operational workflows and service delivery execution across Partners, Professional Services and Education Services.
This role goes beyond traditional resource planning by combining program management with hands-on operational execution. You will help scale delivery operations, improve internal processes and ensure seamless customer experiences by balancing high-level planning with day-to-day operational responsibilities such as license fulfillment and queue management.
You will serve as a central partner to Delivery Managers, Project Leaders, Partner Coordinators, and CX Operations teams by proactively identifying risks, optimizing capacity and ensuring operational excellence across all touchpoints.
Key Responsibilities
- Lead the end-to-end coordination and strategic assignment of licenses for select partners.
- Maintain and manage an inbound request queue.
- Partner closely with Education Services to mitigate risks related to process and administrative tasks.
- Audit existing partner program attainment and offer recommendations for areas of improvement based on partner readiness.
- Drive continuous improvement in workflows, documentation standards, queue management and overall operational efficiencies.
- Contribute to initiatives that support resource scalability, partner engagement and long-term delivery planning.
- Collaborate cross-functionally with CX, Sales, Support, and Operations teams to ensure alignment and seamless execution across the customer lifecycle.
Qualifications
- 3–5 years of experience in program management, resource planning, delivery operations, CX operations, project coordination or a related role within a services or SaaS organization.
- Proven track record of managing cross-functional stakeholder relationships and balancing multiple priorities with a strategic and operational mindset.
- Strong analytical and problem-solving skills with the ability to interpret data and make informed recommendations.
- Experience with scheduling, CRM or project management tools (e.g., FinancialForce, Asana, Salesforce or similar platforms).
- Hands-on experience with operational processes such as queue management, ticket triage or fulfillment workflows is highly desirable.
- Exceptional organizational skills with strong attention to detail, time management and execution excellence.
- Excellent communication skills and a collaborative, team-first attitude.
- Experience working in a global, fast-paced, and dynamic environment is preferred.
