[Hiring] Client Experience Operations Manager @RxVantage

Role Description

The Client Experience Operations Manager is responsible for designing, administering, and continuously improving the systems that power RxVantage’s client-facing experiences. This role will own the operational backbone of Customer Experience by ensuring Salesforce Service Cloud, Zoom Contact Center, and supporting CX tools work together seamlessly to deliver frictionless, intuitive, and highly effective client interactions.

This role sits at the intersection of technology, process, and client experience. The CX Operations Manager will partner closely with Service, Account Management, and key client stakeholders to build scalable workflows that empower teams to resolve issues faster, communicate more clearly, and proactively support clients throughout their lifecycle.

The CX Operations Manager will act as a steward of service excellence—translating business needs and client expectations into well-designed systems that reduce friction, increase transparency, and elevate the overall client experience.

Qualifications

• Salesforce Service Cloud Administrator experience, including case management, automation, reporting, and user configuration.
• Salesforce Service Cloud Consultant or Administrator Certification (required).
• Hands-on experience administering Zoom Contact Center or similar CCaaS platforms.
• Strong understanding of service data models, SLAs, entitlements, queues, and routing logic.
• Working knowledge of AI applications in service environments, including workflow automation, agent assistance, intelligent routing, and self-service capabilities.
• Experience integrating and managing tools that support client-facing interactions (CRM, contact center, knowledge base, reporting tools).

Requirements

• Strong partnership mindset with the ability to collaborate deeply with Service, Account Management, and cross-functional teams.
• Customer-first orientation with a passion for creating frictionless, helpful, and human client experiences.
• Ability to translate service strategy and client needs into scalable systems and workflows.
• Proactive approach to identifying experience gaps and operational inefficiencies before they impact clients.
• Detail-oriented and process-driven, with strong documentation and change management discipline.
• Ability to manage multiple priorities and complex initiatives across teams.
• Clear communicator who can explain technical concepts in simple, user-centered terms.

Benefits

• Competitive Salary
• 100% Company-Paid Premiums for Employee’s Medical Health (HDHP 4500), Vision, and Dental Plans + $4,400 company sponsored contribution into an HSA
• Short-term and Long-term Disability
• Life Insurance
• 401k Matching
• Work from Anywhere within the US
• Flexible PTO
• 100% Paid Parental Leave
• Post-Parental Leave Program - $5k stipend to assist with expenses, 4 week 100% paid “Ease-Back” return to work transition period
• Charitable donation matching