Customer Experience Operations Manager

Job Description
About Us
HiBob is a global HR platform used by more than 5,000 multinational companies, including Monzo, Dott, Kahoot, Fiverr, and Octopus Energy. Our intuitive, data driven platform is built for how people work today: globally, remotely, and collaboratively. Since 2015, we have achieved consecutive triple digit year over year growth, powered by an exceptional team of Bobbers around the world.
Come and be you with us At HiBob, we want you to bring all parts of yourself to work. We embrace diversity and encourage you to be your best self.
Job Requirements
What We'd Love To See

• 3+ years of experience in CX Operations, Support Operations, Services, or Information Systems within a global company
• Strong understanding of customer support environments and frontline realities
• Hands-on experience configuring and optimizing Zendesk, including automations, triggers, webhooks, and integrations
• Experience with automation platforms such as Workato, Make, n8n, or similar
• Strong analytical mindset with the ability to translate business requirements into technical solutions
• Experience working with BI tools such as Tableau; SQL proficiency is a big plus, Snowflake familiarity is an advantage
• Exposure to Digital Support, Enterprise service models, or ticket deflection initiatives is a strong advantage
• Comfortable challenging assumptions while operating as a pragmatic, data driven partner
• Passion for improving customer experience and building the future of CX, combining human empathy with smart digital and AI-driven solutions

Job Responsibilities
What will you do?
We are looking for a Customer Experience Operations Manager with a strong support and services background to join our growing team. Sitting within RevOps, this role acts as the CX technical authority, ensuring our systems, workflows, and data infrastructure support scalable, high quality customer experiences.
You will partner closely with Global CX leadership to translate strategy into operational architecture. From Digital Support and Enterprise models to segmentation and ticket deflection, you will ensure our tools, automations, and integrations are built to support scale.
You will not own CX KPI performance directly, but you will be accountable for ensuring the systems and reporting are correctly designed to enable success.
This role combines hands-on system building, automation expertise, business understanding, and strong cross-functional alignment.
Your day-to-day responsibilities will include:

• Design and continuously improve the operational architecture powering the CX organization
• Ensure CX KPIs are clearly defined, measurable, and supported by reporting that enables leaders to track performance, manage operations, and identify gaps early
• Partner with RevOps, BI, and MIS to translate CX requirements into scalable system configurations and dashboards
• Represent CX in cross-functional operational initiatives, ensuring alignment between strategy and execution
• Architect workflows supporting Digital Support, Enterprise models, proactive CX motions, and segmentation based service tiers
• Identify and implement automation opportunities using Zendesk, webhooks, triggers, and workflow platforms such as Workato or similar
• Represent CX data and reporting needs in cross-functional initiatives to ensure data visibility and alignment
• Integrate AI capabilities into CX flows to support deflection and efficiency
• Maintain clean integrations and reliable data flows across CX and company systems

Continuously evaluate and recommend improvements to the CX tech stack
Benefits
HiBob is a village filled with amazing people and we're especially proud of that. It's a place where Bobbers can be themselves. We're about fun, dreams, hopes and ambition, just as much as we are about precision, growth, and top performance. Becoming a Bobber means you'll receive competitive compensation, benefits, and pre-IPO equity options alongside all of this:

• Company share options plan - every employee can eventually become a shareHolder
• Hybrid working from day 1
• Work from home allowance - to get your home office set up!
• Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment)
• Bob balance days - Enjoy a company-wide long weekend at the beginning of each quarter
• 2 Social Impact days per year for volunteering
• Awesome employee referral program- $2,500 for each successful referral with an additional ambassador programme
• Pension scheme auto-enrolment from day 1
• Fun company and team social events (locally and virtually with our global teams)
• We love birthdays - take the day off and receive a special gift
• Catered Thursday lunches and coffee!
• Dog-friendly office

If this sounds like something you've been looking for, we'd love to have you. Come on, join our village!