As our Customer Experience (CX) Operations Manager you will drive the effectiveness and efficiency of our CX organization (Customer Success, Implementation, Payments, Support). You will become their trusted partner in defining customer experience objectives, strategy, and tactics, and in implementing processes that scale. A successful candidate is highly analytical, skilled at creating processes, and can confidently lead both insight generation and execution. You’ll be the first post sale focused operations hire and will report directly to the Director of RevOps.
As a CX Operations Manager, you will:
- Partner with CX leadership and individual team members to understand the business processes and needs of the organization
- Dive deep into payments fintech to drive performance within a vertical SaaS environment through systems, process improvements, and actionable insights
- Accountable for ongoing implementation of systems, tools, and processes that drive meaningful results in improving customer experience and revenue growth at scale
- Own reporting and dashboards to monitor performance against department KPIs and create an optimal cadence to internally monitor and review performance with CX leadership
- Operationalize the Customer Health Score by leveraging strategic feedback and partnering with the Insights team to create an effective score for CX reps
- Detect early signals of at-risk renewals, rejections, and churn customers while providing paths for escalation
- Utilize data analytics to gain insights into customer behavior, service trends, and operational metrics to inform decision-making and strategy development
- Create, maintain, and enforce SLAs between the various teams within Revenue and CX
- Work closely with other departments, including Product, Engineering, Sales, and Marketing, to ensure alignment and integration of CX initiatives
Job Requirements:
- BA/BS in Business Administration, Engineering, Finance or related field, required
- 3+ years relevant experience in Customer Experience operations, finance, consulting, or in equivalent roles
- Salesforce.com experience required and Intercom experience a plus
- Fundamental knowledge in SaaS payments fintech preferred
- Experience rolling out a Customer Success platform (i.e. Vitally, Gainsight, Churnzero, etc.) preferred
- Experience building health and adoption scoring - aggregating data, mapping between systems, and scoring optimization
- Excellent critical thinking skills; ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
- Clear communicator with excellent written, verbal, and listening skills
- Strong leadership and interpersonal skills with an ability to drive cross-functional teams
- Strong project management skills focused on driving change in a complex environment
- Highly meticulous with detail, ability to manage multiple concurrent projects, and collaborate effectively across multiple departments and meet deadlines
- Ability to effectively document processes utilized by CX for new and existing team members
In the United States the range is typically a salary of $115,000 to $130,000 + bonus + equity + benefits. The range provided is Shopmonkey’s reasonable estimate of the base compensation for this role. The actual amount will be based on job-related and non-discriminatory factors such as location, experience, training, skills, and abilities. Consult with your Recruiter during the initial call to determine a more targeted range based on these job-related factors. In addition to this base compensation company stock options and benefits as outlined below are included.
🏡 Fully Remote Work!
- $1,000 to set up your home office
- $20 phone/internet monthly reimbursements
- Virtual activities and in-person meet-ups
- Laptop and super rad swag provided
- Unique opportunity: This is the best form of hybrid! All teams get to travel and meet up for collaboration at least once/year. Shopmonkey also hosts an annual company-wide get together we call Rally
Why Shopmonkey?
Shopmonkey has become an amazing environment where employees feel that they are valued as people, and not just worker bees. To ensure that our team thrives, we invest in the following perks (benefits below are mainly for U.S. based, full-time employees) Other benefits vary upon location outside the United States, and employment status):
💪🏼 Health & Wellness
- Medical, dental, vision, and life insurance benefits available the 1st of the month following hire date
- Short term and long term disability
- Employee assistance program
- Reimbursement for a personal health and wellness membership
- Generous parental leave
- 401(k) available upon hire
✈️ Time Off
- 11 paid holidays
- Flexible time off - take the time off you need!
🥰 Giving Back
- Matching donations for approved charitable organizations
- Group volunteer efforts
🌟 Personal & Professional Development
- Weekly internal product & company training sessions
- Monthly events & education activities focused on DEIB, personal and/or professional development
- Individual career progression plans and leadership/management training
Check out our founder’s story, life page, or hear from real employees about what it’s like to work at Shopmonkey.
Join our team of hungry, humble, smart people who love what they do, and change the auto industry by helping every shop thrive.
About the Industry
The U.S. is the second largest passenger vehicle market with more than 260 million registered passenger vehicles, and the global car repair market is estimated to be worth more than $500B. Shopmonkey aims to change the status quo and enable auto shops to become more efficient and give their customers a more delightful experience.
About Shopmonkey
Shopmonkey is the leading auto-repair shop software company; it is a cloud-based solution that helps auto-repair shops consolidate tools, save time, and streamline their entire operation onto a simple, easy-to-use platform.
Headquartered in Silicon Valley and trusted by more than 3,500+ auto shops across the U.S. and Canada, Shopmonkey aims to change the status quo of the global car repair market, estimated to be worth more than $500B.
In 2021 Shopmonkey raised a $75 million Series C, supported by top-tier Silicon Valley venture capital firms Bessemer Venture Partners, Index Ventures, Headline, I2BF, and ICONIQ Growth.
In 2022, Shopmonkey was named #4 on Forbes' annual ranking of America's Best Startup Employers list (and #1 in Business Products & Software Services).
Shopmonkey was once again named as one of America's Best Startup Employers by Forbes in 2023 and 2024.
Shopmonkey is committed to building a diverse and inclusive team. We are looking for team members from all backgrounds that are committed to the Shopmonkey mission.
Shopmonkey provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Shopmonkey is committed to the full inclusion of all qualified individuals. In keeping with our our commitment, Shopmonkey will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact our Talent Team at hiring@shopmonkey.io.
