Customer Experience Operations Manager

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DNSFilter

WebsiteLinkedInAll Job Openings

cybersecurity and network security

51 - 200 employees

Founded 2016

🔒 Cybersecurity

☁️ SaaS

📡 Telecommunications

Description

• At DNSFilter we are making workplaces more secure through protective DNS and advanced content filtering—and we need your help! • As we continue our product-fueled growth by adding new features and broadening our solution to meet the needs of the global market, it's clear there's a missing piece. • We are on a rapid growth trajectory and building a world-class Revenue Operations (RevOps) organization to drive operational excellence and align all revenue-impacting teams. • We’re looking for a Customer Experience (CX) Operations Manager, a new role at DNSFilter designed to optimize and enhance the customer experience as part of our broader RevOps initiative. • As the CX Operations Manager, you will play a critical role in improving the efficiency, scalability, and effectiveness of our CX systems and processes. • You will collaborate closely with the Customer Success, Support, and Revenue Operations teams to design, implement, and oversee streamlined processes and user-friendly tools that proactively reduce friction, facilitate effortless access to support, and ensure a consistently seamless and exceptional experience across every stage of the customer journey.

Requirements

• 5+ years of experience in CX, Sales operations, or Revenue Operations, with a track record of optimizing processes and maintaining data integrity across systems. • Experience working in a high-growth tech company, preferably within a Revenue Operations, Customer Success, or Customer Experience function. • Strong understanding of customer experience metrics, including NPS, CSAT, and churn, and experience using customer feedback to drive operational changes. • Hands-on experience with CX technologies such as CRM systems (Salesforce, HubSpot), customer management tools (e.g., Zendesk, Vitally), and BI platforms (Holistics, Tableau). • Demonstrated success in optimizing CX workflows and driving cross-functional initiatives. • Strong analytical and problem-solving skills, with the ability to turn data into actionable insights. • Excellent project management skills, with experience leading complex, cross-functional projects. • Strong communication skills and the ability to influence stakeholders across all levels of the organization. • Experience with SaaS or subscription-based business models: Deep understanding of the customer lifecycle in recurring revenue models, particularly strategies for increasing retention and reducing churn. • Strong background in voice of the customer (VoC) programs: Experience leading VoC initiatives to drive product and service improvements, turning customer feedback into actionable business insights.

Benefits

• A 100% work-from-home position with a company that values and fosters personal and professional growth • Pathway to promotion to additional organizational positions and responsibilities based upon results and performance - not just time in the chair. You help us grow, we will help you grow. • Passionate and intelligent colleagues who work hard and have a good time doing it • Flexible Fridays • Paid company-wide week off at the end of each year • Flexible Vacation policy • Awesome company swag • Home office buildout allowance • Medical, dental, and vision benefits for US, UK, and Canada based employees • Full short-term disability and life benefits; available long-term disability • Retirement savings account options with vested company matching for qualifying employees • In-person annual gatherings. Last time we all spent a week on a beach in Cancun!