Customer Experience Operations Manager

Position Overview

• Location Type: Remote
• Job Type: Full-Time
• Salary: $106.7K - $144.4K

About the Team: Customer Experience at Sift is focused on ensuring that our customers get full value from the product they purchase. If a customer realizes value, we are helping to ensure a smooth renewal and growth. Our team is the voice of the customer and we work with many cross-functional teams to give our customers the best experience possible. We are a team skilled at building relationships, evangelizing our product with the customer’s needs in mind, and are ready to dig in and solve any challenge. We are excited to add a new function to our team to bring much needed efficiencies to our organization! Come succeed with us!

What We’re Looking For: We are looking for an individual who can help our Customer Experience team and leadership scale and operate efficiently as we grow our organization in 2025 and beyond. This individual will need to be proficient in Atlassian products (JIRA, Confluence), Snowflake, Looker, Excel, Google Suite products. We are looking for an individual who is a customer experience domain expert who has a passion for driving automation and efficiencies within an organization. This is a new function within the Customer Experience organization and we value candidates that are self-starters and can thrive in ambiguity. This role involves both program management to unlock cross-functional efficiencies and data analysis to assess risks and trends within the organization. This individual should be ready to dive-in and make their mark on Sift within their first 90 days.

Requirements

• Proficiency in Atlassian products (JIRA, Confluence)
• Proficiency in Snowflake, Looker, Excel, and Google Suite products
• Customer experience domain expertise
• Passion for driving automation and efficiencies within an organization
• Ability to thrive in ambiguity
• Self-starter

Responsibilities

• Customer Business Review Optimization:
  • Build a process to create Business Review decks based on CSM detailed requests.
  • Align with XFN partners on a quarterly basis to ensure the business review slides are updated with new content.
  • Create/maintain a system that allows for easy gathering of metrics for business reviews.
  • Maintain an insightful customer QBR metrics dashboard in partnership with Sift Engineering.
• Cross-Functional Initiatives:
  • Ensure seamless data flow between Sales, Professional Services (PS), Customer Success (CS), Solutions Engineering (Sol Eng), and leadership within the tech stack and other processes.
  • Support cross-functional (XFN) initiatives focused on simplifying and automating handoffs between teams during the customer journey or clarifying navigation around the organization for ICs.
• Reporting and Analysis:
  • Analyze team efficiency and production, ensuring proper tracking setup, and projects in place to help ICs do more with their time.
  • Ability to take on ad hoc requests from CX Leadership for analysis.

Application Instructions

Note: Specific application instructions are not provided in the job description.