Manager, Customer Experience

As a Customer Experience Manager at SolarWinds, you play a crucial role in driving operational excellence across the customer journey by leveraging data, automation, and strategic insight. Your responsibilities include: - Use metrics, analytics, and feedback loops to identify friction points and improve CX operations. - Enhance processes, systems, and tools to support customer satisfaction and internal efficiency. - Uncover actionable insights from NPS and customer data to inform CX strategy and initiatives. - Identify gaps in tools and workflows; lead cross-functional projects to implement solutions. - Collaborate with engineering and Salesforce teams on automation and process improvements. - Evaluate and implement new technologies to streamline operations and boost productivity. - Design and document scalable workflows and reporting mechanisms that drive business value. - Work with CX leadership to gather and interpret data for strategic planning and decision-making. - Stay informed of industry best practices, trends, and tools to innovate CX operations. Qualifications required for this role: - 5+ years of experience in operations or customer experience, with a focus on process and customer outcomes. - Ability to turn data into actionable insights using analytics and voice-of-customer metrics. - Experience implementing solutions and automation in Salesforce and related platforms. - Strong project management skills, with the ability to prioritize and deliver results. - Bachelors degree in engineering, business, or related field (MBA preferred). - Excellent communication and stakeholder management skills in a global, matrixed organization. - Collaborative mindset with the ability to work cross-functionally with various teams. If you believe you can thrive in an innovative, fast-paced environment and are ready to contribute to the mission of accelerating business transformation with simple, powerful, and secure solutions, then SolarWinds is the right place for you to build your career and grow. Join SolarWinds and be part of a team that values attitude, competency, and commitment.,