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Why hirevault?
At hirevault we are on a mission to power automated communication that people love to receive. Over 7,600 internet‑based businesses rely on our platform to manage, send, and track the performance of emails, SMS, push notifications, and in‑app messages. By leveraging behavioral data, we help companies increase relevance and drive meaningful engagement. As a fully distributed organization, we embrace flexibility, trust, and a culture of continuous learning. If you thrive in an environment where empathy, transparency, responsibility, and a dash of awkwardness are celebrated, you’ll feel right at home.
Role Overview – Customer Experience Operations Manager
We are seeking the inaugural member of our Customer Experience (CX) Operations team. In this pivotal role, you will own the end‑to‑end optimization of our CX tool stack, ensuring seamless integration with both customer‑facing support channels and internal reporting processes. Your work will directly accelerate the efficiency of the CX department, enabling the team to do more, faster, and with higher quality outcomes.
Key Responsibilities
- Strategic Collaboration: Partner closely with CX leadership and cross‑functional partners to refine processes, align tooling strategy, and drive measurable improvements.
- Tool Management & Integration: Oversee the configuration, maintenance, and continuous improvement of our core CX platforms—including our CRM (hirevault), support desk (hirevault), and data‑intent solutions (hirevault).
- Data Integrity & Analysis: Ensure the accuracy of data flowing through the CX stack, conduct deep‑dive analyses, and manipulate datasets to surface actionable insights.
- Workflow Automation: Design, build, and deploy automations, notifications, and integrations that streamline repetitive tasks and enhance the user experience for both customers and internal teams.
- Reporting & Dashboard Creation: Develop robust reports and real‑time dashboards that track CX performance, financial metrics, and operational health.
- Stakeholder Requirements Gathering: Collect and translate business requirements into technical specifications, then lead the implementation of solutions that meet those needs.
- Primary Point of Contact: Serve as the go‑to expert for all tooling feature requests, support tickets, and escalation pathways—both internally and with external vendors.
- Training & Adoption: Conduct onboarding sessions, create training materials, and champion tool adoption across the CX organization.
- Process Documentation: Produce clear, concise documentation of workflows, standard operating procedures, and change management communications.
- Performance Enablement: Support the CX team’s performance initiatives, including goal setting, KPI tracking, and continuous improvement programs.
Essential Qualifications
- Minimum 5 years of experience in an operations‑focused role, preferably within a customer‑experience or SaaS environment.
- Demonstrated expertise with CRM and support‑desk platforms (experience with hirevault or comparable tools) and a solid grasp of Salesforce‑style data models, custom reporting, formula fields, and complex logic.
- Hands‑on experience building automations, custom views, and integrations that drive efficiency.
- Strong business acumen and analytical mindset; ability to proactively explore data, identify trends, and recommend actionable improvements.
- Proven track record of taking projects from concept through execution, meeting deadlines in fast‑paced, remote settings.
- Excellent communication skills—both written and verbal—with a collaborative, empathetic approach to decision‑making.
- Detail‑oriented, highly organized, and capable of documenting thought processes to foster shared understanding.
- Results‑driven attitude with the ability to break down complex problems into manageable, goal‑oriented initiatives.
Preferred Qualifications & Additional Skills
- Experience with marketing automation platforms (e.g., HubSpot, Marketo, or similar) and an understanding of how they intersect with CX workflows.
- Familiarity with data‑visualization tools such as Looker, Tableau, or Power BI.
- Background in change management or process‑improvement methodologies (Lean, Six Sigma, etc.).
- Prior experience working in a fully remote or distributed organization, demonstrating self‑discipline and proactive communication.
- Certifications related to CRM administration, data analytics, or project management (e.g., PMP, CSPO, or equivalent).
What You’ll Gain – Career Growth & Learning
Joining hirevault means stepping into a role with high visibility and impact. You will work directly with senior CX leadership, gaining exposure to strategic decision‑making and influencing the direction of the entire customer‑experience function. As the first CX Ops hire, you will have the autonomy to shape the team’s processes, tools, and culture, positioning yourself as a future leader of a growing operations organization.
We invest heavily in professional development: a dedicated education budget, mentorship programs, and regular internal knowledge‑sharing sessions ensure you stay at the forefront of industry best practices.
Work Environment & Culture
hirevault is a truly global, remote‑first company. Our team members span multiple time zones, and we value clear, asynchronous communication, accountability, and trust. We celebrate diversity and inclusion, fostering an environment where every voice is heard and respected. Our core values—Empathy, Transparency, Responsibility, and Awkwardness—guide how we collaborate, innovate, and grow together.
Compensation & Benefits
- Competitive base salary starting at $130,000 USD (or equivalent in local currency), adjusted for experience and market conditions.
- Unlimited paid time off (PTO) with a recommended minimum of 20 vacation days per year, plus holidays and sick days.
- 16 weeks of fully paid parental leave, inclusive of adoption and foster care.
- 100% coverage of health, dental, and vision insurance premiums for you and your dependents.
- 401(k) retirement plan with up to a 5% dollar‑for‑dollar match.
- $1,500 annual wellness stipend for gym memberships, fitness classes, or equipment.
- $250 monthly remote‑work stipend for internet, phone, and other home‑office expenses.
- $300 monthly reimbursement for co‑working space rentals.
- $2,000 yearly professional‑education budget for conferences, courses, books, and certifications.
- $1,500 home‑office setup budget to create an ergonomic and productive workspace.
- One‑month sabbatical after five years of service.
- Opportunities for in‑person meet‑ups and team retreats throughout the year.
Commitment to Inclusion
We recognize the systemic barriers that have historically limited diverse talent in tech. hirevault is dedicated to building an inclusive team culture, employing bias‑free hiring practices, and partnering with community organizations to broaden our impact. We actively seek candidates from underrepresented backgrounds and encourage you to bring your authentic self to work.
Ready to Join?
If you are excited about shaping the future of CX operations at a fast‑growing, remote‑first tech leader, we want to hear from you. Visit our careers page to learn more about why hirevault is a place where you can thrive. Embrace the chance to work with a team that values empathy, transparency, responsibility, and a little bit of awkwardness.
How to Apply
Submit your application through the link below, and be sure to tell us why you’re passionate about this role and how your experience aligns with our needs. All candidates will receive a status update throughout the hiring process.
Our Hiring Process – What to Expect
- 30‑minute video call with a Recruiter to discuss your background and motivations.
- 45‑minute video interview with the Hiring Manager to dive deeper into your experience and the role.
- Take‑home assignment that mirrors real‑world challenges you’ll face at hirevault.
- Assignment review call with two potential team members to discuss your solution and thought process.
- Final interview with senior leadership to assess cultural fit and future growth potential.