Senior Customer Experience Operations Manager

About the role

We are looking for a Senior Customer Experience Operations Manager to build and optimize the systems, processes, and insights that power our customer experience function. You will shape how customers move through the journey, reduce friction, and ensure our teams have the tools, data, and workflows needed to deliver exceptional experiences at scale. This role blends operations, analytics, and strategic problem-solving and is ideal for someone who is passionate about improving processes, enabling teams, and championing the voice of the customer.

Responsibilities

• Customer Journey & Process Optimization
• Map and maintain the customer journey across all touchpoints to identify friction points and improvement opportunities.
• Design, standardize, and continuously refine processes, SOPs, and playbooks to increase consistency and efficiency.
• Lead initiatives that streamline workflows, eliminate bottlenecks, and reduce customer effort.
• Implement automation, integrations, and self-service solutions that enhance speed and scalability.
• Customer Feedback & Continuous Improvement
• Build a structured system to collect, organize, and analyze customer feedback from surveys, support interactions, product usage, and other channels.
• Partner with Product, Engineering, and cross-functional teams to turn insights into actionable improvements.
• Maintain a closed-loop feedback process-tracking issues, implementing solutions, and measuring impact.
• Promote a culture of continuous improvement and customer centricity across the organization.
• Data, Reporting & Performance Insights
• Define, track, and report on key CX metrics (e.g., CSAT, NPS, CES, SLAs, churn/retention, FCR).
• Build dashboards that provide visibility into performance and support data-driven decision-making.
• Analyze trends and root causes to guide strategic improvements in the customer journey and support model.
• Ensure data integrity and record ownership across tools, systems, and channels.
• Technology & Tools Management
• Own the CX tech stack and CX needs and processes within the broader GTM tech stack (e.g. Salesforce, SalesLoft, Matik, ChurnZero). Partner with broader Sales Ops and IT to bring needs to life. Coordinate with enablement teams to train users and ensure adoption of new tools and workflows.
• Evaluate, implement, and optimize tools to improve operational efficiency and customer experience.
• Ensure systems are scalable, reliable, and aligned with CX operational needs.
• Cross-Functional Collaboration
• Work closely with Product, Engineering, Sales, Marketing, and Operations to ensure CX is integrated into company-wide planning and decision-making.
• Advocate for customer needs and ensure the "voice of the customer" informs product and policy decisions.
• Team Enablement & Quality Assurance
• Develop training materials, SOPs, and knowledge resources that empower CX teams.
• Collaborate with Training & Enablement teams to facilitate the onboarding of new team members, ensuring they have the tools and knowledge needed to excel.

Requirements

• Required
• Proven experience mapping customer journeys and improving processes.
• Strong analytical skills with experience building dashboards and working with CX data.
• Hands-on experience with CX tools (e.g., Zendesk, SalesForce, ChurnZero, Intercom, Gainsight, or similar).
• Strong cross-functional communication and stakeholder management skills.
• Ability to lead and execute projects from concept through implementation with measurable outcomes.
• Preferred
• Experience implementing automation, routing, or workflow optimization.
• Familiarity with customer feedback systems and closed-loop processes.
• Experience with SQL or BI tools (Sigma, Tableau, Power BI).
• Background in a high-growth SaaS, e-commerce, or service-driven environment.
• What Success Looks Like
• Streamlined processes and reduced friction across the customer journey.
• Improved CX metrics (C

Benefits

Additional Information

About Definitive Healthcare : At Definitive Healthcare (NASDAQ: DH), we're passionate about turning data, analytics, and expertise into meaningful intelligence that helps our customers achieve success and shape the future of healthcare. We empower them to uncover the right markets, opportunities, and people-paving the way for smarter decisions and greater impact. Headquartered just outside of Boston, Massachusetts, Definitive Healthcare operates across North America, Europe, and India, supporting a growing global client base of more than 2,400 customers since our founding in 2011. We're also a great place to work. In 2024 and 2025, we earned multiple workplace honors, including Built In's 100 Best Places to Work in Boston (both years), a Stevie Bronze Award for Great Employers, and recognition as a Great Place to Work in India. We foster a collaborative, inclusive culture where diverse perspectives drive innovation. Through programs like DefinitiveCares and our employee-led affinity groups we strive to promote connection, education, and inclusion.

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