Manager, Customer Experience Operations

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.

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.