Director, CX Operations

ClickUp
United States
Workplace: RemoteFull timeUSD 160,000 - 220,000 annuallyFunction: Solutions Engineering & Sales EngineeringExperience: 8+ yearsSkills: ["Leadership","Communication","Problem-solving","Influencing","Stakeholder management"]

Senior Manager, CX Operations at ClickUp leads global Support & CX initiatives, driving data-driven decisions, AI-enabled automation, and scalable processes to improve customer experience at scale. You’ll partner with Sales, Product & Engineering, Customer Success, and Finance to optimize operations, forecast needs, and advance adoption of AI tools while shaping the rhythm of business for a high-growth SaaS company.

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ClickUp
ClickUp
3 months ago

Director, CX Operations

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Job Summary

Senior Manager, CX Operations at ClickUp leads global Support & CX initiatives, driving data-driven decisions, AI-enabled automation, and scalable processes to improve customer experience at scale. You’ll partner with Sales, Product & Engineering, Customer Success, and Finance to optimize operations, forecast needs, and advance adoption of AI tools while shaping the rhythm of business for a high-growth SaaS company.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Sr. Manager level

Key Responsibilities

  • •Identify operational bottlenecks and design scalable solutions by utilizing a mix of process improvements, automation, and AI-driven tools to revolutionize our critical business processes and increase team productivity.
  • •Extract key business insights from qualitative and quantitative data, identify risks and opportunities and create programs to mitigate long-term issues and drive more revenue and higher customer retention.
  • •Promote a culture and methodology for rapid innovation and experimentation across playbooks to drive customer retention and expansion outcomes via the support experience.
  • •Drive the adoption of new tools and processes, including AI and automation platforms, to drive productivity.
  • •Synthesize the customer support experience and overall trends to drive cross-functional alignment with teams including Sales, Product & Engineering, Customer Success, and Finance.

Pay and Benefits

Salary: USD 160,000 - 220,000 annually
Perks:Remote Work

Key Requirements

  • •8+ years in an Operations and/or Strategy role focused on Customer Support, Customer Experience, Customer Success, or similar functions.
  • •Deep knowledge of support methodology, processes, tools, and metrics.
  • •Track record of leading technology-enabled business process transformations, with an emphasis on strategic application of AI (e.g., ChatGPT, Claude, Gemini) and automation tools and techniques (e.g., Retool, Zapier, Make).
  • •Expert in managing and analyzing data, including building ad hoc reports and spreadsheet models as well as leveraging business intelligence tools to create executive dashboards.
  • •Experience with managing budgets, running a forecasting cadence, and performing variance analysis.
Experience:8+ yearsSaaS
Skills:LeadershipCommunicationProblem-solvingInfluencingStakeholder management
Tech Stack:ChatGPTClaudeGeminiRetoolZapierMakeSalesforceClickUpZenDeskTableauPowerBIAI

Company Brief

ClickUp
ClickUp provides an all-in-one productivity platform that combines tasks, docs, chat, goals, and automation to replace multiple workplace apps and increase team productivity for companies of all sizes.
Industry: Enterprise Software
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series C
Headquarters: San Diego, United States
Founded: 2017
Glassdoor
Glassdoor: 4.1
WebsiteLinkedInGlassdoor