Senior Customer Experience Operations Manager

Responsibilities

• Map and maintain the customer journey across all touchpoints to identify friction points
• Design, standardize, and refine processes, SOPs, and playbooks
• Implement automation, integrations, and self-service solutions
• Build a structured system to collect and analyze customer feedback
• Define, track, and report on key CX metrics such as CSAT, NPS, and CES
• Own the CX tech stack including Salesforce, SalesLoft, and ChurnZero
• Develop training materials and knowledge resources to empower CX teams

Requirements

• Proven experience mapping customer journeys and improving processes
• Strong analytical skills with experience building dashboards
• Hands-on experience with CX tools like Zendesk, Salesforce, ChurnZero, or Intercom
• Strong cross-functional communication and stakeholder management skills
• Ability to lead and execute projects from concept to implementation

Preferred Qualifications

• Experience implementing automation, routing, or workflow optimization
• Familiarity with customer feedback systems and closed-loop processes
• Experience with SQL or BI tools such as Sigma, Tableau, or Power BI
• Background in a high-growth SaaS or service-driven environment

About the Company

Definitive Healthcare (NASDAQ: DH) turns data, analytics, and expertise into meaningful intelligence that helps customers shape the future of healthcare. Headquartered near Boston, they support a global client base of over 2,400 customers.