Job Description

Job Title: Customer Experience Operations Manager

Company: Hootsuite

Years of Exp: 8+ years

Location: Remote (USA & Canada) or near Toronto/Vancouver offices

Role Type: Full-Time

Salary:

• Canada: $96,100 — $134,700 CAD
• USA: $102,300 — $143,300 USD

Eligibility:

• 8+ years in Customer, Revenue, or Operations roles
• Hands-on experience with platforms like Gainsight, Kantata (Mavenlink), Salesforce, or similar
• Experience in SaaS/technology environments
• Strong background in workflows, automation, integrations, and reporting
• Experience with AI/automation in operations (preferred)
• Expertise in customer lifecycle and CX strategy
• Strong problem-solving, collaboration, and communication skills

Role Overview:

This role acts as the primary technical owner of the Customer Experience tech stack, driving system optimization, workflow automation, and AI-enabled processes. The focus is on improving customer engagement, operational efficiency, and service delivery across the entire customer lifecycle.

Key Responsibilities:

• Own and manage Customer Experience platforms (Gainsight, Kantata, etc.)
• Configure and optimize workflows, automation, integrations, and reporting
• Design end-to-end customer lifecycle workflows
• Drive AI-enabled automation (predictive scoring, triggers, etc.)
• Monitor system performance and conduct audits
• Provide advanced system support and troubleshooting
• Collaborate with Customer Success, Support, and Professional Services teams
• Identify process improvements and reduce manual work
• Lead system adoption, training, and change management initiatives

Skills and Qualifications:

• Strong expertise in CX platforms (Gainsight, Salesforce, PSA tools)
• Workflow design and automation experience
• Knowledge of system integrations and data management
• Experience with AI-driven operational improvements
• Analytical and problem-solving mindset
• Ability to translate business needs into technical solutions
• Strong stakeholder management and cross-functional collaboration
• Clear communication and training capability