Senior Operations Specialist - Customer Experience Services

Job Description

• This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Operations Specialist - Customer Experience Services in India. This role sits at the heart of Customer Experience Operations, driving structure, clarity, and efficiency across Implementation teams in a fast-paced SaaS environment. You will act as a key operational enabler, ensuring teams have the right processes, tools, and insights to deliver consistent and high-quality customer outcomes. The position combines analytics, systems ownership, and process design to turn complex operational needs into scalable solutions. You will play a critical role in improving workflows, strengthening data-driven decision-making, and enhancing cross-functional alignment. Working closely with business systems, finance, and CX leadership, you will help optimize operational performance and ensure governance standards are met. This is a highly collaborative and impact-driven role suited for someone who thrives in structured yet evolving environments.
• Accountabilities Act as the operational subject matter expert for CX and Implementation workflows, ensuring consistent application of standards, tools, and best practices across teams. Own operational reporting and analytics, delivering leadership-ready dashboards, KPI frameworks, and insights that support performance tracking and decision-making. Design, document, and continuously improve SOPs, process documentation, and knowledge repositories to enhance operational efficiency and adoption. Serve as the Wrike system steward, managing workflows, forms, routing logic, permissions, and platform governance while supporting change management and adoption. Partner with Salesforce, Confluence, Finance, and Business Systems teams to ensure cross-platform alignment and resolve operational dependencies. Translate business needs into structured technical requirements, supporting UAT, rollout validation, and post-implementation adoption monitoring. Support operational intake and roadmap prioritization, balancing short-term fixes with long-term process scalability and improvement initiatives. Requirements 8+ years of experience in CX Operations, Implementation Operations, Business Operations, or a similar SaaS/technology operations role. Strong experience supporting Implementation or Customer Experience teams in a process, tooling, or enablement capacity. Advanced expertise in KPI design, operational reporting, data validation, and executive-level storytelling through insights. Hands-on experience administering work management systems (Wrike strongly preferred), including workflow design, configuration, and change management. Proficiency with Salesforce and Confluence, along with the ability to support cross-system operational alignment. Strong understanding of B2B operational and financial concepts, including how workflows impact billing, revenue recognition, and forecasting. Excellent communication skills with the ability to influence stakeholders and present insights to senior leadership. Strong analytical mindset with the ability to manage multiple priorities independently in a fast-paced environment. Benefits Competitive compensation package aligned with experience and market standards Remote work flexibility within India Opportunity to work in a global, cross-functional CX and operations environment Exposure to enterprise-scale systems, tooling, and operational transformation initiatives Strong focus on learning, process innovation, and continuous improvement culture Inclusive and collaborative work environment with global teams
• How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1
• We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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