CX Strategy & Operations Manager

Position Overview

• Location Type: Remote
• Job Type: Full-time
• Salary: Not provided

This role seeks a CX Strategy & Operations Manager to scale and optimize Professional Services, Customer Success, Support, and Education functions within Revenue Operations. The individual will be the go-to for CX data, reporting, and analytics, supporting strategic and tactical initiatives. This role offers broad exposure across the CX team and aims to guide execution and drive value for Kong customers. The ideal candidate is data-driven, comfortable with complex datasets, and skilled at solving ambiguous problems with a mix of technical expertise and creativity.

Requirements

• Reliability and attention to detail – calculations must be highly reliable.
• Passion for calculating and presenting data, a truth-seeker who will find the root cause of KPI trends and make compelling explanations.
• Proven track record of using analytics to drive business strategy and improve performance.
• Excellent communication skills, with the ability to collaborate effectively across global and cross-functional teams.
• Ability to quickly adapt to changing environments and priorities.
• Expert GSheet and GSlides skills.
• Autonomy with Tableau reporting.
• Basic Salesforce reporting skills.
• Knowledge of SQL for basic data analysis and modelling.

Responsibilities

• Be the expert on all CX KPIs, how they’re calculated, how they’re trending, and what they mean for the team and business.
• Create, maintain, analyze, and present reports, metrics, and dashboards across all levels and roles of the CX team.
• Build and maintain reports and slide decks for key CX Cadences (QBRs, monthly All-Hands, Board Decks, weekly KPI reports...).
• Analyze, model, and forecast Professional Services KPIs for internal and external resources.
• Manage CX team inquiries and ad-hoc requests across data, reporting, and analytics.
• Help improve customer data points and run projects as necessary to ensure data integrity.
• Maintain the CX data dictionary and reporting suite for all roles and levels of CX.
• Own the user adoption and documentation of CX analytics.
• Work across Google Sheets, Google Slides, SQL data warehouses (Snowflake and Bigquery), and Tableau, depending on the nature of the analysis and reporting.
• Perform any additional tasks required by the manager.

Application Instructions

• Nobody checks every box - we’re looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others. Interested candidates should apply regardless of whether they meet all criteria.
• Specific application instructions were not provided.

Company Information

• Company information was not provided.