Senior Manager, CX Systems & Operations
9 days ago
Washington
Scentbird is looking for a technically-minded Senior Manager of CX Systems & Operations to own the backend infrastructure, automation stack, and operational health of our customer experience org across Scentbird and Drift. This is not a traditional CX leadership role. The core of this position is systems ownership — platform administration, AI/automation optimization, API-supported workflow design, data reporting, and deep technical partnership with Engineering, Product, and Operations. You are the person who knows why a DigitalGenius flow is underperforming, can write the Jira ticket that explains it to a developer, and can rebuild the Kustomer routing logic to fix it. You bring operational rigor and technical depth, and you use both every day. What You'll Be Responsible For: CX Platform Administration & Systems Ownership • Serve as primary owner and administrator of the full CX tech stack: Kustomer, DigitalGenius, StellaConnect/Medallia, Sprout Social, and Trustpilot, • Own workflow architecture in Kustomer — routing rules, SLA policies, conversation attributes, queue logic, team assignments, and macro management, • Lead evaluation, configuration, and rollout of platform changes, new integrations, and tooling upgrades across both brands, • Manage CX readiness for backend platform migrations (e.g., Recurly subscription management transition) including agent tooling, SOP updates, and data integrity checks, • Own the technical relationship with platform vendors — escalate bugs, track resolution, and hold vendors accountable to SLAs, • Oversee marketplace channel integrations: Amazon Storefront and TikTok Shop support queues for Drift and Scentbird AI, Automation & Self-Service — Deep Ownership • Own DigitalGenius end-to-end: flow architecture, intent library management, escalation logic, agent handoff configuration, and response quality standards, • Audit flows systematically — identify incorrect, incomplete, or outdated AI responses and own the fix process from diagnosis through deployment, • Analyze containment and escalation data to pinpoint where automation breaks down and reduce unnecessary agent handoffs, • Drive self-service rate improvement across channels: target 75%+ email AI self-service and 85%+ chat self-service for Drift, • Scope and roadmap API-supported automation expansions — identify where additional integrations (subscription management, order data, billing APIs) can allow AI to resolve more contact types without agent involvement, • Partner with Engineering and Product to write clear, actionable specs for backend automation improvements and track them through delivery, • Monitor automation performance weekly; report on self-service rate, auto-resolution rate, escalation accuracy, and flow coverage gaps Backend Operations & Tier II Oversight • Oversee Scentbird Tier II operations across all owned brands: Scentbird, Scentbird Society, Deck of Scarlet, Confessions of a Rebel, Sanctuary, and Goodhabit, • Own the operational management of complex, backend-driven contact types: bad address resolution, backorder workflows, item-not-available handling, error order correction, and billing/subscription escalations, • Identify systemic operational failures driving contact volume — bad data, platform bugs, subscription errors — and partner with Engineering and Ops to resolve at the root, • Serve as the CX escalation point for Jira-tracked bugs and platform issues that require Dev or Product intervention, • Build and maintain SOPs for all Tier II and backend processes; ensure documentation is current, accessible, and agent-ready Drift CX Operations • Oversee Drift CX operations across email, private social DMs, public social comments, Amazon, TikTok Shop, and Trustpilot, • Partner with the Drift Team Lead on operational performance, escalation handling, and channel coverage, • Own Drift-specific platform configuration in Kustomer and DigitalGenius, including any Drift-specific routing, automation flows, and integration points, • Monitor and hold team accountable to Drift KPIs: CSAT ≥4.8, NPS ≥60, FRT <10h, resolve time <24h, cost per contact <$0.75 Reporting, Analytics & Business Visibility • Own weekly and monthly CX KPI reporting for both Drift and Scentbird — volume, CSAT, NPS, FRT, resolution time, automation rate, cost per contact, and productivity, • Build and maintain dashboards and reporting frameworks that surface operational trends, risks, and opportunities to leadership, • Prepare ad hoc executive reporting on escalations, refund trends, fraud patterns, AI performance, backorders, and systemic operational gaps, • Translate raw CX data into clear executive narratives with findings, business impact, and prioritized recommendations, • Maintain monthly CX budget tracker and provide spend visibility across platforms and headcount Team & Operational Oversight • Drive cross-functional alignment with Engineering, Product, and Operations on customer-impacting issues and systemic fixes, • Ensure SOPs across both teams are technically accurate, current, and reflective of platform and automation changes What You'll Need to Have (required qualifications): Experience & Background • 7+ years in CX operations, CX technology, or support systems — with demonstrated depth in backend platforms and automation, not just team management, • Proven ownership of a CX tech stack end-to-end: platform administration, workflow architecture, vendor management, and integration oversight, • Background in high-volume DTC, e-commerce, or subscription businesses; multi-brand experience strongly preferred, • Track record of driving AI and automation self-service initiatives with measurable impact on containment rates and cost per contact, • Experience as a technical bridge between CX and Engineering — scoping backend fixes, writing specs, tracking delivery through Jira or equivalent Systems & Technical Depth — Non-Negotiable • Expert-level knowledge of Kustomer or equivalent enterprise helpdesk platform: routing architecture, SLA configuration, queue logic, workflow automation, and reporting, • Deep hands-on ownership of AI/automation platforms (DigitalGenius, Forethought, Intercom, or equivalent) — you have built flows, managed intent libraries, configured escalation logic, and diagnosed performance failures yourself, • Strong fluency with API integrations and how they power CX automation — able to scope technical requirements, write actionable engineering specs, and evaluate feasibility without writing code, • Experience with subscription management platforms (Recurly, Recharge, or equivalent) and their CX workflow implications, • Proficiency with Jira or equivalent for bug tracking, engineering escalation, and technical project management, • Strong analytical capability: building CX dashboards, modeling contact volume and automation trends, and presenting data-driven findings to senior leadership, • Familiarity with social support tooling (Sprout Social or equivalent) and marketplace channel integrations (Amazon Seller Central, TikTok Shop) What We'll Love About You (personality traits) : • Systems-first thinker — you build scalable, documented processes, not one-off workarounds, • High ownership mentality — you don't wait for someone else to notice a broken flow, a missing SOP, or an underperforming intent, • Strong written communicator — your Jira tickets are precise, your executive summaries are sharp, and your technical documentation is actually usable, • Comfortable operating at both the architecture level and the hands-on fix level in the same day, • Natural cross-functional partner — Engineering, Product, and Operations trust you to represent CX with technical credibility What You'll Love About Us: • Competitive base compensation, • Bonus program, • Remote first *, • Referral bonus, • Paid Time Off and Wellness Time Off, • Paid Parental Leave, • 401k with Company Match through Fidelity, • Medical, Dental, and Vision Benefits, • Company provided Lifeinsurance, Short-term & Long-term Disability, • Flexible Spending Accounts, as well as Dependent Care Flexible Spending Accounts, • Annual Education Stipend