operations
Posted Dec 22, 2025Customer Experience Operations Manager
at Monograph
Phoenix, United StatesRemote
Responsibilities
- Build a company that will redefine architecture: Project management is just the beginning...we have big ambitions to help facilitate the entire design process from becoming the document source of truth to coordinating with consultants.
- Monitor and troubleshoot data issues across CX systems (Churnzero, Intercom, Salesforce, BigQuery) — coordinate root cause analysis, and ensure timely resolution to minimize downstream business impact
- Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation
- Analyze and improve our Customer Health Score. Leverage strategic score feedback to build on and improve relationship management processes
- Build and maintain centralized dashboards for CX functions (Support, Customer Success, Account Management)
- Collaborate closely between the Operations team and Product to align infrastructure and ensure CX reporting is accurate, consistent, and accessible
Requirements
- Strong leadership and interpersonal skills with an ability to drive cross-functional teams
- 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 Your Experience
- experience rolling out and working with Customer Success Platforms (i.e. Custify, Intercom, Salesforce etc.) •
- Experience building health and adoption scoring - aggregating data, mapping between systems, and scoring optimization Proficiency in SQL
Experience
- 3+ years relevant experience in Customer
Benefits
- Salesforce admin-level skills are a bonus Compensation
- $110,000 - $135,000 salary (depending on experience), plus a comprehensive benefits package.