Customer Experience Operations Manager

About the Team:

 Customer Experience at Sift is focused on ensuring that our customers get full value from the product they purchase; if a customer realizes value, we are helping to ensure a smooth renewal and growth. Our team is the voice of the customer and we work with many cross-functional teams to give our customers the best experience possible. We are a team skilled at building relationships, evangelizing our product with the customer’s needs in mind, and are ready to dig in and solve any challenge. We are excited to add a new function to our team to bring much needed efficiencies to our organization! Come succeed with us!

What We’re Looking For:

We are looking for an individual who can help our Customer Experience team and leadership scale and operate efficiently as we grow our organization in 2025 and beyond. This individual will need to be proficient in Atlassian products (JIRA, Confluence), Snowflake, Looker, Excel, Google Suite products. We are looking for an individual who is a customer experience domain expert who has a passion for driving automation and efficiencies within an organization. This is a new function within the Customer Experience organization and we value candidates that are self-starters and can thrive in ambiguity. This role involves both program management to unlock cross-functional efficiencies and data analysis to assess risks and trends within the organization. This individual should be ready to dive-in and make their mark on Sift within their first 90 days.

What you’ll do:

This role will report directly to the Director of Customer Success, but would be a resource across our Customer Experience team (Customer Success, Solution Engineering, Professional Services). This individual will not only help establish new operational frameworks, but also continuously improve and iterate on existing ones. Areas of focus will be in the following areas: 

• Customer Business Review Optimization:

  • Build a process to create Business Review decks based on CSM detailed requests.

  • Align with XFN partners on a quarterly basis to ensure the business review slides are updated with new content.

  • Create/maintain a system that allows for easy gathering of metrics for business reviews.

  • Maintain an insightful customer QBR metrics dashboard in partnership with Sift Engineering. 

• Cross-Functional Initiatives:

  • Ensure seamless data flow between Sales, Professional Services (PS), Customer Success (CS), Solutions Engineering (Sol Eng), and leadership within the tech stack and other processes.

  • Support cross-functional (XFN) initiatives focused on simplifying and automating handoffs between teams during the customer journey or clarifying navigation around the organization for ICs.

• Reporting and Analysis:

  • Analyze team efficiency and production, ensuring proper tracking setup, and projects in place to help ICs do more with their time.

  • Ability to take on ad hoc requests form CX Leadership for analysis projects (ex: quarterly Churn Analysis to enable our Churn Retrospective initiative).

• Enablement:

  • Provides enablement on new processes that unlock individual contributor or managerial efficiencies (including, using new tools, guidance on leveraging AI, or new ways of working).

• Documentation and Planning:

  • Own the documentation of Customer Experience Operations, ensuring it is maintained and up-to-date.

  • Ensure CX documents are stored in an easily accessible place.

  • Support customer pipeline and capacity planning to stay ahead of hiring needs.

What would make you a strong fit:

• 5+ years of experience in a CS Operations role (ideal) or similar (ex: Sales Ops, Program/Project Management within Sales Organizations).

• Proficient in CX domain experience, dash-boarding, program management, data analysis. 

  • This role does not require Salesforce Admin experience, but would partner closely with our Business Operations team to implement any recommendations. 

• Technical aptitude, including proficiency with the following tools and systems: Atlassian products (JIRA, Confluence), Snowflake, Looker, Excel, Google Suite products, and Salesforce reporting and dashboard creation (or similar CRM reporting).

• Experience doing reporting for organization support and analysis of business needs.

• Experience with Customer Success platforms and other tools leveraged by customer success.

• Experience in payments, fraud or security operations. 

• Excellent communication, essential for getting team buy-in and adherence.

Benefits and Perks:

• Competitive total compensation package

• 401k plan

• Medical, dental and vision coverage

• Wellness reimbursement

• Education reimbursement

• Flexible time off

A little about us:

Sift is the AI-powered fraud platform securing digital trust for leading global businesses. Our deep investments in machine learning and user identity, a data network scoring 1 trillion events per year, and a commitment to long-term customer success empower more than 700 customers to grow fearlessly. Brands including DoorDash, Yelp, and Poshmark rely on Sift to unlock growth and deliver seamless consumer experiences. Visit us at sift.com and follow us on LinkedIn.