The Revenue Operations Manager, Customer Experience, will drive all aspects of Customer Experience (CX) Operations at Ignition, reporting to the Director of Revenue Operations.
This critical role supports Ignition's CX team in delivering an outstanding customer experience by managing day-to-day operations while strategically aligning with Ignition's growth plans. This is a multi-dimensional role and encompasses the full spectrum of CX Operations. You will partner to collaborate with our CX leaders to add operational rigor to our current CX programs, in addition to driving our new Scaled CX initiative which will be powered by our transition to a Product-led Growth (PLG) business model.
Success in this role requires technical expertise, communication, change management, and project management skills to drive efficiencies and continuous improvement. The ideal candidate thrives in a collaborative environment, willing to give recommendations on where improvements lie and able to articulate the benefits and impact of decisions being made.
Key Responsibilities:
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Trusted Partner: Build strong, trusted partnerships with the Global Customer Experience (CX) team, understanding their needs to provide strategic insights and recommendations. Influence planning and day-to-day operations to drive alignment across regions.
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Drive forward Scaled CX: Partner closely with the VP of CX, Head of Scaled CX, Head of Support and Program Director to support the strategy, data, processes and enablement for Ignition's Scaled (1 to many) CX initiative.
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Project Manage Global Initiatives: Identify and lead high-impact projects across Key Account Management, Support, and Education teams, managing all stages of the project lifecycle (from inception to post-mortem) to ensure successful execution and measurable results.
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Operationalize the Customer Journey and Segment-Specific Strategies: Work alongside CX leaders to continuously evaluate the customer journey map for different verticals and segments. Lead any resulting process, data or tool initiatives that stem from this work.
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Tool Management: Administer the current CX Tech Stack and work with stakeholders across the group to evaluate, implement and test new tools that support all initiatives, including scaled CX.
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Data Management and Reporting: Collaborate with partners across the organization to prioritize and execute data and product needs, including health scoring, churn prediction, and risk signals, to drive proactive, impactful CX playbooks and interventions.
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Key Account Management Process Optimization and Ownership: Support the design, implementation, and on-going management of processes and workflows that enhance the efficiency and effectiveness of the Key Account Manager Team.
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Financial alignment: Drive the operational components required to track Net Revenue Retention (NRR) performance.
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Enablement:Partner with functions across the business to identify training needs, assist in developing materials, and ensure the Account Management teams are equipped with the tools and knowledge to succeed.
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Cross-Collaboration: Partner with leaders across Sales, Finance, Product, Data, Marketing, Customer Experience, and Revenue Operations by sharing feedback, requirements and best practices to ensure efficient operations. Represent CX Operations within the wider Revenue Operations team.
