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Senior Manager, CX Business Operations

Senior Manager, CX Business Operations

RemoteWorkFromHome, Western Cape, South Africa
30+ days ago
Job description

Senior Manager, CX Business Operations

Remote is solving modern organizations’ biggest challenge – navigating global employment compliantly with ease. We make it possible for businesses of all sizes to recruit, pay, and manage international teams. With our core values at heart and future‑focused work culture, our team works tirelessly on ambitious problems asynchronously, around the world. All positions are fully remote.

Overview

We are scaling rapidly and seeking a senior manager for CX Business Operations to lead the charge in driving our Customer Experience (CX) Operations. This role sits at the senior leadership CX table, contributing to high‑level decisions that enhance operational delivery, efficiency, and innovation across the organisation.

Responsibilities

  • Lead CX tooling and enablement strategy, overseeing Zendesk, Customer Success platforms and other systems.
  • Build and maintain optimal tooling adoption across CX and wider operational teams.
  • Develop and mentor team members, fostering accountability, collaboration and continuous improvement in a global distributed team.
  • Own large cross‑functional initiatives that improve efficiency, scalability and effectiveness of CX tools and processes.
  • Partner with Product, Engineering, Support, and other teams to align and deliver operational enhancements.
  • Engage with senior leaders and key stakeholders to secure alignment and communication.
  • Drive continuous improvement by identifying process gaps, implementing innovative solutions using data and insights.
  • Lead change initiatives for new processes and tools, ensuring smooth adoption.
  • Define and track key success metrics for operational and program initiatives.

Qualifications

  • Proven senior leadership experience in CX operations, customer enablement or strategic leadership within fast‑growing organisations.
  • Deep experience managing CX tooling and systems (Zendesk, Vitally, etc.) and broader CS operations.
  • Strong history of leading high‑performing teams; setting expectations, monitoring performance and growing talent.
  • Excellent interpersonal and communication skills; adept at engaging stakeholders at all levels.
  • Self‑motivated and capable of working autonomously in a remote, distributed environment.
  • Metrics‑driven mindset; defining, measuring and improving operational success metrics.
  • Experience in Human Resources / Employee of Record (EOR) or SaaS industries is highly valued.
  • Fluent written and spoken English.
  • Experience working remotely is a plus.

    • Practicals

  • Reporting to : Senior Director, CX Strategy & Business Operations
  • Team : Customer Experience – CX Operations
  • Team size : 5
  • Location : EMEA
  • Start date : As soon as possible

    • Compensation

    Base salary range : $58,000 – $130,550 USD (full‑time, level and location dependent). Compensation can vary and is subject to change.

    Benefits

  • Work from anywhere
  • Flexible paid time off
  • Flexible working hours (async)
  • 16 weeks paid parental leave
  • Mental health support services
  • Stock options
  • Learning budget
  • Home office budget & IT equipment
  • Budget for local social events or co‑working spaces

    • Application Process

  • Interview with recruiter
  • Interview with future manager
  • Interview with team members (no managers present)
  • Bar Raisers interview
  • Prior employment verification check

    • Equal Opportunity

    Remote is an equal‑employment‑opportunity employer. We welcome applicants from all backgrounds and encourage applicants to request accommodations during the interview process.

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    Senior Manager • WorkFromHome, Western Cape, South Africa