definitivehc
Senior Customer Experience Operations Manager
At a Glance
- Location
- Framingham, Massachusetts, United States
- Compensation
- ry range for this position is $98,000 – $182,000 per year, which represents th
- Posted
- 2026-05-28T09:00:20-04:00
Key Requirements
Required Skills
Domain Knowledge
- Automation
- E-commerce
- SaaS
Benefits & Perks
are eligible for a comprehensive benefits package, including medical, dental, and
Requirements
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).
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).
Compensation & Benefits
The salary range for this position is $98,000 – $182,000 per year, which represents the base pay the company reasonably and in good faith expects to pay for this role. Actual pay within this range will be determined based on factors such as relevant experience, skills, and qualifications.
Depending on the position, employees may also be eligible to participate in a company bonus or commission plan. All employees are eligible for a comprehensive benefits package, including medical, dental, and vision coverage, unlimited paid time off, and participation in the company’s 401(k) plan with employer contribution.
Why we love Definitive, and why you will too!
Industry leading products
Work hard, and have fun doing it
Incredibly fast growth means limitless opportunity
Responsibilities
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.
About the Company
“Great Work atmosphere, great work life balance, excellent company to work for, amazing top notch product, incredible customer service, lots of tools to help you succeed.”
-Business Development Manager
“Great team. Amazing growth. Employees are treated very well.”
-Research Analyst
“I have waited 36 years to work at a dream job for a dream company and I am so happy to have finally got there.”
-Profile Analyst