Customer Experience Operations Manager - DNSFilter
Washington, DC
About the Job
At DNSFilter we are making workplaces more secure through protective DNS and advanced content filtering—and we need your help! We've come a long way over the past few years. In 2021 we had a successful $30 million Series A funding round, in 2022 we became the fastest DNS security tool on the planet and acquired the privacy-focused VPN Guardian, and in 2023 we extended our Series A by $15M and added more global points of presence to our anycast network!
As we continue our product-fueled growth by adding new features and broadening our solution to meet the needs of the global market, it's clear there's a missing piece. That's where you come in!
We are on a rapid growth trajectory and building a world-class Revenue Operations (RevOps) organization to drive operational excellence and align all revenue-impacting teams. We're looking for a Customer Experience (CX) Operations Manager, a new role at DNSFilter designed to optimize and enhance the customer experience as part of our broader RevOps initiative.
As the CX Operations Manager, you will play a critical role in improving the efficiency, scalability, and effectiveness of our CX systems and processes. You will collaborate closely with the Customer Success, Support, and Revenue Operations teams to design, implement, and oversee streamlined processes and user-friendly tools that proactively reduce friction, facilitate effortless access to support, and ensure a consistently seamless and exceptional experience across every stage of the customer journey.
This is a full-time, remote role, and is open to candidates in the US and Canada.
We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If you feel like this job is for you, please apply. We believe diversity of experience and skills, including transferable skills, combined with passion is a key to innovation and excellence; therefore we encourage people from all backgrounds to apply to our positions!
At DNSFilter You Will:
- Process Optimization: Design, streamline, and optimize customer experience workflows, ensuring smooth interactions between Customer Success, Support, and other customer-facing teams. Identify people, process, and system inefficiencies and areas for improvement to enhance customer satisfaction and retention.
- Technology and Tools Management: Evaluate, implement, and manage our Customer Success Management (CSM) platform, ticketing system, knowledgebase, and community, ensuring they are fully integrated with the broader RevOps tech stack. Optimize the use of automation to improve response times, satisfaction, and operational efficiency. Will be responsible for designing, building, testing, and launching tools and integrations.
- Data and Insights: Develop and manage dashboards and reports that track key customer experience metrics such as NPS, CSAT, customer retention, churn, and lifetime value (LTV). Provide actionable insights to drive improvements in the customer journey and inform strategy.
- Customer Journey Mapping: Collaborate with Customer Success, Support, Sales, Marketing, and Product Management to map out the end-to-end customer journey, identifying key touchpoints and opportunities for enhancing the customer experience.
- Cross-Functional Collaboration: Partner with the Revenue Operations, Customer Success, Sales, and Marketing teams to align on customer experience strategies and ensure a unified approach to customer success and retention. Facilitate smooth handoffs between teams, ensuring no gaps in the customer experience.
- CX Operations Strategy: Contribute to the broader Revenue Operations strategy by bringing a customer-focused lens, ensuring that our CX processes are aligned with our revenue goals and growth strategy.
- Customer Feedback and Improvement: Establish and manage systems for capturing, analyzing, and responding to customer feedback, ensuring seamless integration with customer and internal team workflows. Oversee system-driven initiatives that enhance product adoption, minimize churn, and elevate overall customer satisfaction.
- Training and Enablement: Work with the Customer Success and Support teams to develop training programs and knowledge bases that equip employees with the tools and information needed to deliver exceptional customer experiences. Ensure that teams are up-to-date on processes, tools, and best practices.
- Experience with AI/Automation in CX: Implement AI-driven tools to enhance customer engagement, streamline support workflows, and automate repetitive tasks. Identify opportunities for process innovation to improve customer interactions, reduce response times, and drive operational efficiency within CX operations, ensuring a seamless and proactive customer experience.
Requirements:
- 5+ years of experience in CX, Sales operations, or Revenue Operations, with a track record of optimizing processes and maintaining data integrity across systems.
- Experience working in a high-growth tech company, preferably within a Revenue Operations, Customer Success, or Customer Experience function.
- Strong understanding of customer experience metrics, including NPS, CSAT, and churn, and experience using customer feedback to drive operational changes.
- Hands-on experience with CX technologies such as CRM systems (Salesforce, HubSpot), customer management tools (e.g., Zendesk, Vitally), and BI platforms (Holistics, Tableau).
- Demonstrated success in optimizing CX workflows and driving cross-functional initiatives.
- Strong analytical and problem-solving skills, with the ability to turn data into actionable insights.
- Excellent project management skills, with experience leading complex, cross-functional projects.
- Strong communication skills and the ability to influence stakeholders across all levels of the organization.
- Experience with SaaS or subscription-based business models: Deep understanding of the customer lifecycle in recurring revenue models, particularly strategies for increasing retention and reducing churn.
- Strong background in voice of the customer (VoC) programs: Experience leading VoC initiatives to drive product and service improvements, turning customer feedback into actionable business insights.
Bonus points for:
- Experience in a high-growth startup environment
- Prior experience working for 100% remote, global organization
- Familiarity with product-led growth (PLG) models: Experience with customer experience operations in a product-driven organization where the product itself is key to customer acquisition and engagement.
- Advanced data analytics skills: Proficiency with customer data platforms, and advanced reporting and analytics tools like SQL or R to gain deep insights into customer behavior and operational performance.
- Certifications in relevant tools and methodologies: Certifications in customer success and support platforms (Zendesk, Vitally, Salesforce).
- International/Global CX experience: Experience working in global organizations, understanding regional nuances in customer experience, and optimizing CX processes to scale across diverse markets.
We Offer:
- A 100% work-from-home position with a company that values and fosters personal and professional growth
- Pathway to promotion to additional organizational positions and responsibilities based upon results and performance - not just time in the chair. You help us grow, we will help you grow.
- Passionate and intelligent colleagues who work hard and have a good time doing it
- Flexible Fridays
- Paid company-wide week off at the end of each year
- Flexible Vacation policy
- Awesome company swag
- Home office buildout allowance
- Full medical, dental, and vision benefits for US and Canada based employees
- Full short-term disability and life benefits; available long-term disability
- 401k with vested company matching for qualifying employees
- In-person annual gatherings. Last time we all spent a week on a beach in Cancun!
DNSFilter is a pay for performance organization, which means there is the opportunity to advance your compensation with performance over time. The hiring base pay is dependent upon many factors such as level, function, training, transferable skills, work experience, business needs, and/or geographic location. As a fully remote company, our compensation reflects the cost of labor across several U.S. and global geographic markets. We pay differently based on those defined markets. Our Talent Team can share more about the specific salary range for the job location during the hiring process.
At DNSFilter, we utilize sophisticated software and tools to identify and eliminate Deepfake candidates. This approach helps us maintain the integrity of our hiring process, ensuring that we select the most qualified and genuine individuals to join our team.
