Senior Manager - Customer Experience Operations - Austin, Texas

ROLLER is a global software-as-a-service company designed to help businesses in the leisure and attractions industry operate more efficiently and deliver great guest experiences. ROLLER helps its customers offer amazing guest experiences through a full suite of venue management features. We are a fast-growing global company with customers in over 30 countries and a wide array of industries like theme parks, museums, zoos, trampoline parks, water parks, aquariums, and wake parks - to name a few!

At the heart of ROLLER is our team, which consists of 150+ highly energetic, driven, intelligent, and humble professionals, all contributing to help build a great and enduring business. We truly believe that the sky's the limit for us, and we are well on our way toward becoming a global success story. But most of all, we love what we do, have a great time doing it, and are looking for like-minded people to join us on this amazing journey!

About the Role

The Senior Manager - Customer Experience Operations will lead the development and execution of a comprehensive customer success operations strategy to optimize performance across the post-sales client lifecycle and customer journey. This role is responsible for aligning departmental efforts to drive sustained revenue growth through scalable processes, automation, data-driven insights, and cross-functional collaboration. Continuous monitoring and improvement of operational efficiency will ensure optimized customer experiences and maximized revenue streams.

The ideal candidate will possess a strategic mindset to navigate a fast-paced and evolving market, driving sustainable growth and fostering accountability. This role requires cross-functional leadership, process design expertise, and the ability to mentor the Customer Experience team and others to enhance overall performance. Collaboration across departments will be key to seamlessly integrating revenue initiatives into the company’s strategic framework.

Responsibilities 

Cross-Department Collaboration: Coordinate closely with Product Development and other departments to ensure alignment and integration of all revenue initiatives.

Client & Partner Relationships: Cultivate strong relationships with clients, partners, and industry influencers to drive long-term business growth and foster collaborative opportunities.

• CX Operations Strategy: Collaborate with Customer Experience Leadership to develop and implement a data-driven strategy that aligns with company goals for Net Revenue Retention, operational efficiency, and an enhanced customer experience.
• Process Optimization: Design, refine, and implement scalable processes to improve operational efficiency and align workflows with long-term growth strategies.
• Technology & Tools Strategy: Partner with the broader GTM team to optimize systems (Salesforce, Service Cloud, Looker, Gong, etc.) and CX-related technologies, ensuring these tools support customer onboarding, retention, expansion, and streamlined success management.
• Data Analysis & Reporting: Track KPIs to monitor progress toward net revenue retention goals, providing data-driven insights and recommendations to leadership for informed decision-making.
• Customer Engagement & Retention: Develop and execute strategies to enhance customer engagement, satisfaction, and retention; collaborate with Sales and Customer Success teams to address customer pain points and improve service delivery.
• Expansion Strategy: Identify new markets and develop comprehensive market entry strategies, ensuring seamless execution of revenue growth initiatives in collaboration with internal teams.
• Cross-Department Collaboration: Coordinate closely with Product Development and other departments to ensure alignment and integration of all revenue initiatives.
• Client & Partner Relationships: Cultivate strong relationships with clients, partners, and industry influencers to drive long-term business growth and foster collaborative opportunities.

About You

As the Customer Experience Operations Sr. Manager, you bring a strategic mindset and a proactive approach to optimizing the entire post-sales customer journey. You’re skilled at aligning teams and processes to drive revenue growth, using scalable operations, automation, and data insights to elevate performance. Navigating a fast-paced, evolving market is second nature to you, and you balance high-level strategy with hands-on process design to ensure operational efficiency and outstanding customer experiences.

Beyond your expertise in customer success, you are a collaborative leader who fosters accountability and growth within your team. Your mentoring skills and ability to work seamlessly across departments allows you to integrate revenue initiatives into the company’s broader goals, creating a cohesive, growth-oriented environment.

What you bring

• Bachelor’s degree in Business, Marketing, or a related field; Advanced Degree preferred.
• 10+ years of experience, with 5+ years in Customer Success Operations.
•  Strong analytical skills to interpret market trends and data.
• Proven ability to lead cross-functional teams, manage conflicts, and foster collaboration.
•  Proficiency with CRM tools (e.g., Salesforce, HubSpot) and digital marketing strategies.
• Strategic thinker with a track record of driving revenue growth.

Perks!

• Attractive compensation package and benefits.
• You get to work on a category-leading product that customers love in a fun, high-growth industry - check our Capterra and G2 reviews.
• Four ROLLER Recharge days per year (that is four additional days of leave that we all take off together as a team to rest and recuperate).
• Claim up to $120 work-from-home expenses per month.
• 16 weeks paid Parental leave for primary carers and 4 weeks paid Parental leave for secondary carers.
• Free Medical Insurance
• 401(k) Plan
• Engage in our ‘Vibe Tribe’ - led by our team members; you can contribute to company-wide initiatives directly. Regular events and social activities, fundraising & cause-related campaigns... you name it. We're willing to make it happen!
• Team member Assistance Program to proactively support our team's health and well-being, access to coaching, education modules, weekly webinars, and more.
• Work with a driven, fun, and switched-on team that likes to raise the bar in all we do.
• Individual learning and development budget plus genuine career growth opportunities as we continue to expand!

What You Can Expect

1. Initial call with our Talent Acquisition Manager
   You'll have an initial call with our Talent Acquisition Manager to chat through some of your experience to date, salary expectations and you can check off any initial questions you might have.
2. Interview with the Hiring Manager
   You'll get to meet with the hiring manager to learn more about the role & ROLLER whilst also talking through your experience in more detail.
3. Loop Interviews
   This is where you will get to meet our wider ROLLER team to do a 'vibe check' on us to make sure our culture & vibe meet what you are looking for!
4. Presentation
   The session will include a 30-minute presentation, followed by a 15-minute Q&A session. The presentation will be based on an assignment provided one week in advance.
5. Offer
   If all lights are green and the fit feels right, we'll conduct reference checks and you'll receive an offer to join!

Successful applicants will be required to complete a background check (including criminal history) prior to commencement of employment
#LI-hybrid