Client Experience Operations Manager

Administer and optimize Salesforce Service Cloud, including case management, automation, routing, entitlements, SLAs, and reporting.

Own the configuration and ongoing administration of Zoom Contact Center to support voice and digital client interactions.

Design and maintain CX workflows that create frictionless, intuitive experiences for clients and internal teams.

Partner with Service and Account Management to align systems with real-world service processes and client needs.

Implement and support AI-driven service capabilities (e.g., case routing, agent assistance, automation, knowledge recommendations) to improve efficiency and client outcomes.

Ensure accurate capture and reporting of service and interaction data to support performance management and continuous improvement.

Identify and eliminate friction points across client-facing workflows, proactively recommending system and process improvements.

Support the rollout of new service tools, features, and integrations across the CX tech stack.

Partner with Revenue Operations and Data teams to align service metrics with broader GTM reporting and insights.

Document CX processes, system configurations, and best practices to support scale and consistency.

Serve as a trusted operational partner to key client-facing teams and strategic accounts.

Technical Skills Required

Salesforce Service Cloud Administrator experience, including case management, automation, reporting, and user configuration.

Salesforce Service Cloud Consultant or Administrator Certification (required).

Hands-on experience administering Zoom Contact Center or similar CCaaS platforms.