Customer Experience Operations Manager

As a Customer Experience Operations Manager at LearnUpon, you will oversee day-to-day processes, manage customer retention forecasts, track KPIs, and collaborate with cross-functional teams. You will align strategies across Customer Success, Sales, and Finance to enhance customer satisfaction and retention, and drive continuous improvement in our operations.

The ideal candidate for the Customer Experience Operations Manager position at LearnUpon should possess over 5 years of experience in revenue operations, especially focused on customer success. Key skills include a strong understanding of SaaS KPIs, expert analytical abilities in Excel and SQL, and a talent for effective communication across all organizational levels.

In the role of Customer Experience Operations Manager at LearnUpon, your insights and strategic initiatives will greatly impact our customer retention and overall satisfaction rates. By operationalizing retention forecasts and leading cross-departmental programs, you’ll be directly contributing to LearnUpon’s growth trajectory and reinforcing our commitment to customer excellence.

At LearnUpon, we emphasize career growth and progression. As a Customer Experience Operations Manager, you will be positioned to take on increased responsibilities, potentially leading to executive roles in customer success or revenue operations. Your input and innovative ideas will shape the future of our customer experiences.

LearnUpon's work culture is defined by collaboration, support, and celebration of achievements. We value diverse perspectives and foster an environment where your ideas are welcomed. As a Customer Experience Operations Manager, you’ll enjoy a fun workspace that encourages creativity and teamwork.

Highlight specific roles you've had, emphasizing your unique contributions to improving customer satisfaction and retention. Use examples of metrics you tracked and outcomes you achieved, illustrating your impact in previous positions.

Discuss your analytical approach using data and metrics. Explain how you utilize tools and strategies to accurately project retention trends and collaborate with teams to address risks.

Identify key performance indicators such as Net Promoter Score, churn rate, and customer lifetime value. Provide rationale for their importance and how you've influenced them in previous roles.

Share a specific case where you improved an operational process. Detail the steps taken, the challenges encountered, and the positive outcomes resulting from your efforts.

Emphasize the importance of tailoring your communication style based on the audience's knowledge level. Discuss methods you use, such as visual presentations or detailed reports, to convey complex data effectively.

Talk about your experience with tools such as Salesforce, Gong, or Planhat. Highlight how you've effectively utilized them to streamline processes and improve customer engagement.

Discuss your collaborative approach in ensuring alignment. Share examples of how you facilitated discussions or implemented practices that fostered teamwork and improved overall outcomes.

Explain the approaches taken for cohort analysis, customer feedback reviews, and engagement tracking to identify potential churn risks. Share how this analysis has informed your retention strategies.

Provide a narrative about a specific initiative you led, the resistance faced, and how you addressed it. Emphasize your communication and change management strategies.

Discuss the importance of maintaining a customer focus, perhaps by creating user personas or regularly gathering customer feedback to adapt processes according to their needs.