Senior Manager, CX Operations

At ClickUp, we're building the future of work: the first truly converged AI workspace unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI. We are an AI-native company. Every team member is expected to leverage AI daily, and we evaluate AI fluency as part of our hiring process. Join us and help redefine what's possible. 🚀 We're looking for a Senior Manager, CX Operations to join our team as the trusted business partner to our global Head of Support and CX. The ideal candidate will be an AI-native, data-driven operator who thrives in solving complex problems and delivering the best possible customer experience. The Senior Manager will focus on Support functions spanning day to day customer touchpoints, white glove dedicated service models, customer retention activities, product feedback loops, and proactive customer adoption and expansion playbooks. You will drive the rhythm of business for our Support leadership by unlocking data insights, inspecting performance, forecasting customer needs and internal capabilities, and influencing strategic decisions. You'll also continuously innovate and enhance our technology automation and AI solutions to deliver compelling customer support experience at global scale. This role will represent our stakeholder teams in cross-company projects and initiatives centered on accelerating customer growth and revenue retention while maintaining operational efficiency. This CX Operations leadership role is a career-defining opportunity to join a hyper-growth, industry-defining innovator and shape a function that will have a wide-reaching impact across our company and our customers. We're in need of a highly driven builder to blend strategic planning with rigorous execution across all aspects of our business processes, achieving operational excellence through automation and AI. If this sounds like the next adventure for you, please apply now! About the role - Identify operational bottlenecks and design scalable solutions by utilizing a mix of process improvements, automation, and AI-driven tools to revolutionize our critical business processes and increase team productivity - Extract key business insights from qualitative and quantitative data, identify risks and opportunities and create programs to mitigate long-term issues and drive more revenue and higher customer retention - Promote a culture and methodology for rapid innovation and experimentation across playbooks to drive customer retention and expansion outcomes via the support experience - Drive the adoption of new tools and processes, including AI and automation platforms, to drive productivity - Synthesize the customer support experience and overall trends to drive cross-functional alignment with teams including Sales, Product & Engineering, Customer Success, and Finance - Lead and execute strategic initiatives to optimize and transform customer experience and internal collaboration processes - Drive annual planning, budgeting, capacity modeling, forecasting, and monthly/quarterly business review functions About you - 8+ years in an Operations and/or Strategy role focused on Customer Support, Customer Experience, Customer Success, or similar functions - Deep knowledge of support methodology, processes, tools, and metrics - Track record of leading technology-enabled business process transformations, with an emphasis on strategic application of AI (e.g., ChatGPT, Claude, Gemini) and automation tools and techniques (e.g., Retool, Zapier, Make) - Expert in managing and analyzing data, including building ad hoc reports and spreadsheet models as well as leveraging business intelligence tools to create executive dashboards - Experience with managing budgets, running a forecasting cadence, and performing variance analysis - Effective at engaging and influencing executive stakeholders, building consensus, and driving collaborative change - Demonstrated leadership role in building/scaling teams and workf...