Description

Vector Solutions is a leading, AI-enabled, performance platform powering safe, compliant, and efficient operations for the public, educational, and commercial sectors. We bring training, safety, and workforce operations together to boost readiness, reduce risk, and drive high-performance results for the everyday heroes who count on us.

Our Customer Operations Team powers the growth of the post-acquisition buyer lifecycle, from implementation through to retention and expansion of our customer base. The team will leverage data, process and systems to drive the productivity and performance of our Customer Services, Renewal Management, Customer Success Management, and Implementation teams.

We are seeking a Manager, Customer Experience Operations to be a senior individual contributor who owns how our customer operations run: the processes our CX teams follow, the systems that carry them, and the insight that tells us whether they are working. As a trusted partner to the Director of Data & CX Ops, this role drives process, technology, and AI initiatives that enable our Customer Success, Services, and Renewals teams to deliver measurable business outcomes. While not directly managing a team, this individual leads through cross-functional influence, subject-matter expertise, and mentorship. We will level the role at Manager or Senior Manager based on the depth of experience you bring.

What You'll Do

Process Architecture

Own the operational design of the customer lifecycle journey: the process and system build that makes onboarding, adoption, support, renewal, and expansion run, and keep it working as the business changes.
Build workflows that hold up at scale across CX functions, including onboarding playbooks, escalation paths, and proactive outreach frameworks.
Find the friction that costs the business time and remove it through automation or self-service.

AI and Automation

Use AI to compress manual work across CX operations and build and run agents that handle recurring workflows end to end.
Evaluate where AI belongs in a process and where it does not, and make that case to stakeholders with evidence.

CX Systems Ownership

Serve as the subject matter expert and hands-on administrator for our CX platform stack, including our customer success platform and Salesforce.
Configure health scores, churn risk signals, journeys, plays, and segmentation, and tune them as CX strategy changes.
Keep the customer data inside our CX platforms accurate enough that plays fire correctly and health scores can be trusted.
Own the CX requirements when these systems connect to the sales and marketing stack, partnering with Marketing Ops and Revenue Ops on delivery.

Insight and Measurement

Build the operational reporting and dashboards CX teams run on day to day: customer health, churn risk signals, adoption, and team activity.
Turn those into decisions the Customer Success, Services, and Renewals teams can act on. Explain how a metric was derived and what makes a trend real.

Cross-Functional Leadership and Mentorship

Own cross-functional CX initiatives end to end: the process and system design, the agreement on who does what by when, and the follow-through to done.
Work directly with the Chief Customer Officer and CX leadership on recommendations, tradeoffs, and progress, in a form an executive can act on.
Mentor colleagues across Customer Operations and raise the operating bar of the team around you.
Support rollout of new CX processes with the documentation and system changes that make them stick.
Other duties as assigned.

What You'll Need

5+ years in Customer Experience Operations, Customer Success Operations, or a related operations role with increasing scope. Hands-on experience administering a customer success platform: building workflows, configuring health scores, and designing journeys, plays, and segmentation.
Bachelor's degree in Business, Operations, Marketing, or related field (Master's degree a plus).
Experience supporting large-scale SaaS customer operations environments.
Demonstrated use of AI to streamline workflows, including building or operating agents in a production setting.
Experience in customer experience operations or customer success operations in a SaaS environment.
Working knowledge of Salesforce and how it supports CX workflows.
Strong analytical skills, with the ability to explain how a number was derived and why a trend is real.
Track record of taking cross-functional initiatives from ambiguity to a measurable outcome, with hands on the build as well as the plan.
Comfortable working without a defined spec: you shape the approach in unclear situations and build the alignment needed to move.
Clear communication with stakeholders at every level, including the ability to disagree productively.
Experience working directly with executive stakeholders, including presenting recommendations and defending tradeoffs to a C-level audience.
Ability to work between 9:00 pm to 6:00 am Philippine Standard time and other hours as needed.

What You Can Expect From Us

Friendly, open, and casual work environment
Hybrid work with 1 onsite day per week
Health HMO coverage up to P200K
Free dependent upon regularization
Group life insurance up to P1M coverage
PTO max of 20 days per year
Employee Resource Groups

What We Value

Teamwork - Above all, we're a team. We give and value feedback. We support each other, respect each other and work together to accomplish our common goals and serve our customers. Once we make decisions, we align behind them as a team.
Customers First - Our customers success is our success. They are why we are here. We work to earn the trust of our customers and always deliver on our commitments.
Make a Difference - It's not a job, it's a calling. We have passion for our mission, for our customers, for our work, and for sharing a fulfilling experience with our fellow team members.
Inclusiveness - Uniqueness is powerful. We support an environment of respect, belonging, and community that promotes a variety of perspectives and crucial conversations, leading to better outcomes.
Act Now - We act with urgency. The best time to get something important done is now. We don't wait and let perfection be the enemy of good.
Curiosity - We love a good challenge. We're scrappy, we stretch ourselves to be the best, ask questions, learn from our mistakes, and are dedicated to continually improving and growing.
Ownership - We own the outcome and don't pass the buck. The score matters. We hold ourselves and each other accountable. We treat company resources like they are our own.

Manager - Customer Experience Operations