CX Strategy & Operations Manager
Posted Updated
Description
- The Customer Experience (CX) Strategy & Operational Excellence team partners with Customer Experience leadership to support strategy execution, modernize operations, and accelerate business outcomes through data, AI, operational excellence, and cross-functional execution
- We develop scalable processes and operating rhythms, support organizational alignment, and enable Technical Support, Professional Services, and Customer Success to deliver exceptional customer outcomes while supporting LogicMonitor’s growth objectives
- The Business Strategy & Operations Manager, CX serves as a strategic business partner to Customer Experience leadership, leading and contributing to key operational initiatives that improve organizational performance, operational maturity, and executive decision making
- This role is responsible for implementing and continuously improving AI-enabled workflows, data-driven insights, standardized operating rhythms, and scalable business processes
- This individual partners closely with Technical Support, Professional Services, Customer Success, Revenue Operations, Product, Finance, and other cross-functional leaders to drive operational excellence and continuous improvement within supported Customer Experience functions
- Strategic Business Partnership:
- Serve as a Strategy & Operations partner for Technical Support and Professional Services leadership
- Translate established business priorities into scalable operational plans and solutions that improve customer outcomes and organizational performance
- Support strategic planning, quarterly business reviews (QBRs), V2MOM execution, executive reporting, and business operating cadences
- Identify operational improvement opportunities and provide recommendations to functional leadership
- Business Performance & Analytics:
- Develop and maintain KPI frameworks, executive dashboards, and forecasting models that enable data-driven decision making
- Establish trusted data sources and governance within supported Customer Experience functions
- Deliver actionable insights that support investment decisions, resource planning, and business strategy
- Coordinate operational reporting and performance reviews for executive leadership
- Professional Services Strategy & Operations:
- Partner with Professional Services leadership to improve operational maturity through forecasting, capacity planning, performance management, and standardized operating processes
- Support initiatives that contribute to service offering evolution, customer adoption, delivery consistency, and revenue growth
- Build scalable mechanisms that allow leaders to focus on customer outcomes rather than operational administration
- AI & Workflow Transformation:
- Champion AI adoption within supported Customer Experience functions by identifying opportunities to modernize workflows, automate manual processes, and improve organizational productivity
- Leverage AI to enhance reporting, documentation, analysis, planning, and operational execution
- Partner with cross-functional teams to identify emerging AI capabilities that improve customer and employee experiences
- Promote best practices and increase AI fluency across Customer Experience teams
- Operational Excellence & Program Leadership:
- Lead cross-functional strategic initiatives from concept through execution
- Standardize business processes, operating rhythms, and governance across Customer Experience
- Identify operational inefficiencies and implement scalable solutions that improve consistency and execution
- Drive continuous improvement initiatives focused on measurable business outcomes
- Executive Alignment & Cross-Functional Leadership:
- Build strong partnerships across Revenue Operations, Finance, Product, Customer Success, Sales, and Engineering
- Provide senior leaders with data, recommendations, and business insights to support decision making
- Facilitate alignment across organizations to ensure consistent execution of Customer Experience priorities
- Strong analytical capabilities with experience using BI platforms such as Power BI, Looker, Tableau, or similar
- Ability to influence senior leaders through data, business insights, and recommendations
- Systems thinker who proactively identifies opportunities to improve business performance
- Demonstrated ownership, curiosity, and continuous improvement mindset
- Experience defining business metrics, KPIs, forecasting models, and executive dashboards
- Highly collaborative with the ability to influence across organizations without direct authority
- Experience building scalable operational frameworks and driving organizational transformation
- 6+ years in Strategy & Operations, Business Operations, Revenue Operations, Consulting, Customer Experience Operations, or a related strategic function
- Strong strategic thinking with the ability to translate business objectives into operational execution
- Experience facilitating executive operating rhythms including QBRs, planning cycles, and business reviews
- Demonstrated ability to leverage AI to improve operational efficiency, automate workflows, accelerate analysis, and enhance decision making
- Passion for modernizing business operations through AI, automation, and emerging technologies
- Comfortable navigating ambiguity, challenging the status quo, and driving organizational change
- Demonstrated success leading substantial cross-functional initiatives without direct authority
- Experience supporting executive leadership within SaaS, enterprise software, or customer-facing organizations
- Strong written and verbal communication skills, with the ability to communicate effectively with senior and executive stakeholders