Meltwater is a global company that empowers customers to make better business decisions through data. They are seeking a Customer Experience Operations Manager to optimize processes and improve team productivity while collaborating with various teams to enhance the customer journey.
Responsibilities
- Monitor & Report on Leading Indicators: Provide CSMs and leaders with key performance metrics (KPIs) for customer success activities
- Support Performance Tracking: Partner with CS leadership and other stakeholders to develop and implement strategic initiatives, reporting frameworks, and leading indicator tracking
- Program Optimization: Collaborate with leadership across departments to define and implement programs aimed at improving key performance indicators (KPIs) that drive customer success outcomes
- Coaching & Continuous Improvement: Work with Customer Success Managers (CSMs) to ensure CS Tech Stack adoption to drive performance and customer engagement
- Building scalable Customer Experiences: Leverage our Tech Stack & Supporting Teams to drive a mix of high & low-touch customer journeys through digital channels, reducing manual intervention while improving user experience
Skills
- 1+ year(s) of experience in Customer Experience, Customer Success Operations, Customer Success Management, or a similar role with a focus on CS performance or operational efficiency
- Proven experience with customer success platforms like Totango or Gainsight, as well as experience with integrating systems like Salesforce and other customer-facing tools
- Proven project management skills with the ability to manage multiple projects concurrently and work cross-functionally
- Strong problem-solving abilities, with a focus on optimizing processes and improving team performance
- Expertise in defining and standardizing workflows and processes at scale
- Ability to engage and influence stakeholders at all levels within the organization
- Willingness to embrace the best of both worlds with our hybrid work schedule. This role requires you to be in the office 3 days a week
- Experience working with CS leadership driving strategies into measurable, actionable, and trackable metrics
- Excellent written and verbal communication skills in English
- The ability to legally work in the country of hire is required for this position
Benefits
- Enjoy flexible paid time off that allows you to have an enhanced work-life balance.
- Excellent medical, dental, and vision options
- 401(k) matching, life insurance, commuter benefits, and parental leave plans
- Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters.
- Energetic work environment with a hybrid work style, providing the balance you need.
- Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.
Company Overview
Meltwater is a social listening platform that offers businesses insights into online reputation, industry trends, and customer behavior. It was founded in 2001, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.meltwater.com/.Company H1B Sponsorship
Meltwater has a track record of offering H1B sponsorships, with 4 in 2025, 10 in 2024, 5 in 2023, 9 in 2022, 7 in 2021, 4 in 2020. Please note that this does not guarantee sponsorship for this specific role.