Customer Experience Operations Manager

About Us

Transmit Security is a leader in identity and fraud prevention, empowering organizations to stop fraud while delivering seamless user experiences. Our Mosaic platform combines advanced fraud detection, machine learning-driven risk assessment, and real-time decision-making across customer journeys.

We are seeking a Customer Experience Operations Manager to drive operational excellence across the Customer Experience (CX) organization. This role will act as a Program Manager and Chief of Staff for the CX leadership team, owning initiatives that improve efficiency, visibility, and scalability of customer operations.

This individual will be responsible for building processes, enabling teams through training and tooling, and serving as the central hub (“one-stop shop”) for CX programs, systems, and performance insights.

Key Responsibilities

• Lead strategic initiatives for the Customer Experience organization, from concept through execution.
• Serve as the program manager for cross-functional CX projects, ensuring milestones, risks, and outcomes are clearly tracked.
• Design and coordinate onboarding and ongoing training programs for CX teams.
• Build and maintain documentation and playbooks to support consistent execution.
• Own CX operational systems and workflows across Salesforce, Jira, and Confluence.
• Identify opportunities to automate processes and reporting to improve team efficiency and data quality.
• Partner with technical teams to implement scalable workflows and integrations.
• Act as chief of staff to CX leadership for:
• Strategy execution
• Metric definition and tracking
• Business reviews and performance reporting
• Build dashboards and reporting frameworks to measure how the CX organization is performing (e.g., adoption, escalations, delivery health).
• Centralize and track operational issues, risks, and blockers across CX teams.
• Ensure visibility, ownership, and resolution of high-impact customer and process issues.
• Create executive-level presentations and reports summarizing CX performance, risks, and initiatives.
• Leverage AI tools to improve documentation, reporting, and operational workflows.

Qualifications & Experience

• 6–8 years of experience in Customer Operations, Program Management, Business Operations, or a similar role in a B2B technology environment.
• Proven experience managing cross-functional initiatives and operational programs.
• Strong experience working with Salesforce, Jira, and Confluence (or similar tools).
• Demonstrated ability to build and scale processes in a growing organization.
• Excellent communication and presentation skills.
• Analytical mindset with experience defining and tracking operational metrics.
• Basic understanding of coding or technical automation (e.g., APIs, scripts, or workflow automation).
• Experience supporting Customer Success, Professional Services, or Support organizations.
• Familiarity with AI tools for automation, reporting, and knowledge management.

Key skills/competency

• Customer Operations
• Program Management
• Business Operations
• Process Improvement
• Salesforce
• Jira
• Confluence
• Data Analytics
• Workflow Automation
• Stakeholder Management