Note: The job is a remote job and is open to candidates in USA. 8am is a professional business platform company that provides technology to help client-focused professionals simplify operations, ensure compliance, and grow their businesses. The Senior Customer Experience Operations Specialist will drive CX roadmap initiatives and automation from concept through delivery, building workflows and integrations while partnering with cross-functional teams. The role also analyzes CX data, improves existing systems, supports adoption, and manages initiative visibility and stakeholder alignment.
Responsibilities
- Identify where new automation and AI can create leverage across the CX org, and scope early-stage ideas from stakeholders across CX into concrete, buildable project plans
- Partner directly with Business Systems and Engineering on infrastructure-level builds for new initiatives, ensuring new projects solve the right cross-functional problem from the start
- Bring technical depth to existing systems (e.g. Salesforce, Intercom) as needed, diagnosing underperforming workflows, writing developer-ready tickets, and rebuilding automation or routing logic when required
- Partner with Enablement to increase adoption of new workflows and automations, training, documentation, and change management for end users
- Convert CX data (NPS/CSAT, retention, support and success metrics) into actionable recommendations for leadership
- Maintain clear, current visibility into initiative status, risks, and dependencies for stakeholders, surfacing issues before they escalate
- Operate as a self-directed driver on assigned initiatives, surfacing blockers and aligning stakeholders without needing to be chased
Skills
- 4-6+ years of experience in Customer Success/Experience Operations, Revenue Operations, or Business Operations
- Demonstrated ownership of a program or metric outcome, not process facilitation alone, in a B2B SaaS environment
- Proficiency with Salesforce and Intercom as an advanced user, able to build reports, dashboards, in-app messaging, surveys, and workflow automations
- Self-directed and outcome-driven, able to move roadmap projects forward without heavy oversight
- Strong written and verbal communication skills
- Comfort operating within evolving or undefined processes
- Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation
- Salesforce Administrator certification
- Intercom experience
- Survey-building tools (e.g., Delighted, Qualtrics, or similar)
- In-app messaging platforms
- Hands-on experience applying AI tools to operational workflows
- SQL or BI tool proficiency
Benefits
- A variety of medical, dental, and vision plans, including a 100% company-paid HDHP plan for employees.
- Annual bonuses.
- Equity options.
- 401(k) or RRSP if in Canada, with a company match for all team members.
- Flexible Time Off.
- Paid holidays.
- A parental leave program for new parents.
- Wellness stipends.
- Mental health support.
- One-on-one nutrition coaching.
- Continuous learning through 8am.edu.
- Leadership programs.
- Professional development funds.
- Individually focused talent development.
- Charitable matching gift program.
- Paid time off for volunteer service.
- Company-sponsored volunteer events, both local and virtual.
- Virtual and in-person team-building events.
- Quarterly award recognition through the Rise & Shine Award of Excellence Program.
- Peer-to-peer appreciation platform.
Company Overview
Company H1B Sponsorship