Senior Customer Experience Operations Manager

About the Role

We are looking for a Senior Customer Experience Operations Manager to build and optimize the systems, processes, and insights that power our customer experience function. You will shape how customers move through the journey, reduce friction, and ensure our teams have the tools, data, and workflows needed to deliver exceptional experiences at scale.

This role blends operations, analytics, and strategic problem-solving and is ideal for someone who is passionate about improving processes, enabling teams, and championing the voice of the customer.

What You'll Do

Customer Journey & Process Optimization

• Map and maintain the customer journey across all touchpoints to identify friction points and improvement opportunities.
• Design, standardize, and continuously refine processes, SOPs, and playbooks to increase consistency and efficiency.
• Lead initiatives that streamline workflows, eliminate bottlenecks, and reduce customer effort.
• Implement automation, integrations, and self-service solutions that enhance speed and scalability.

Customer Feedback & Continuous Improvement

• Build a structured system to collect, organize, and analyze customer feedback from surveys, support interactions, product usage, and other channels.
• Partner with Product, Engineering, and cross-functional teams to turn insights into actionable improvements.
• Maintain a closed-loop feedback processtracking issues, implementing solutions, and measuring impact.
• Promote a culture of continuous improvement and customer centricity across the organization.

Data, Reporting & Performance Insights

• Define, track, and report on key CX metrics (e.g., CSAT, NPS, CES, SLAs, churn/retention, FCR).
• Build dashboards that provide visibility into performance and support target="_blank">Candidate Privacy Notice which tells you how we use and process your personal information.

  Please note: All communications regarding the hiring process at Definitive Healthcare will come directly from one of our corporate recruiters or coordinators using an @definitivehc.com email address. We do not advertise open roles on Facebook and will never request money transfers or ask candidates to purchase equipment with a promise of reimbursement. If you receive any suspicious communication, please contact careers@definitivehc.com to verify your status in the application process.