[Hiring] Customer Experience Operations Manager @Hootsuite

Role Description

We're looking for a Customer Experience Operations Manager who serves as the primary technical administrator and subject matter expert for the Customer Office tech stack and related platforms. Reporting to Senior Director, you'll manage and optimize system configurations, workflows, automations, integrations, and reporting to support customer engagement strategies and operational processes. In this role, you'll drive workflow design and AI-enabled automation across the customer lifecycle to enhance efficiency, streamline processes, and improve service delivery.

This role is open to remote applicants in Canada and USA (in Provinces/States where we can hire legally), unless you are near a commuting distance from our Toronto or Vancouver offices.

Qualifications

• 8+ years of experience in Customer, Revenue, or Operations roles.
• Significant hands-on experience in ownership of platforms such as Gainsight, Kantata, Salesforce, or similar tools, ideally in SaaS or technology environments.
• Proven experience in configuring, optimizing, and maintaining Customer Experience or Customer Success platforms, including workflows, automation, and reporting.
• Preferred: Gainsight Admin, Experience with Professional Services Automation tools (e.g., Kantata/Mavenlink) and CRM platforms (e.g., Salesforce) and data integration tools.
• Experience with system integrations, data management, and reporting/analytics.
• Experience implementing or leveraging AI and automation solutions in operational environments.
• Strong understanding of the end-to-end customer lifecycle and Customer Experience strategy.
• Demonstrated ability to translate business requirements into technical solutions and deliver scalable systems.
• Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing team needs over individual needs.
• Creativity and Innovation: seeks new and better ways of doing things, generates original and imaginative ideas, products, or solutions.
• Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding.
• Problem Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems.

Requirements

• Act as the primary technical administrator and subject matter expert for the Customer Office tech stack, including Gainsight, Kantata (Mavenlink), and related platforms.
• Own, manage, and optimize system configurations, including workflows, automation, business rules, integrations, and reporting.
• Ensure systems are accurately configured, integrated, and aligned to enable customer engagement strategies and operational processes.
• Provide advanced system support and troubleshooting, proactively resolving issues to minimize disruption and ensure continuity for Customer-facing teams.
• Monitor system performance, conduct regular audits, and implement enhancements to maintain scalability, reliability and best-in-class system operations.
• Design and implement end-to-end workflows across the customer lifecycle, ensuring seamless handoffs between teams and systems.
• Drive AI and automation initiatives, including predictive health scoring, intelligent triggers, and workflow automation to improve customer engagement and team efficiency.
• Identify and implement process improvements, leveraging automation and system enhancements to reduce manual work and optimize performance.
• Partner with cross-functional stakeholders to gather requirements, evaluate impact, and deliver scalable system solutions.
• Collaborate with Customer Success, Support, and Professional Services teams to maximize system capabilities and improve service delivery.
• Identify opportunities to continuously improve processes, workflows, and system usage across the Customer Office.
• Act as a trusted advisor and systems expert, providing guidance, training, and best practices to internal teams.
• Support change management and enablement to ensure effective adoption of tools and processes.
• Perform other related duties as assigned.

Benefits

• Canada Pay Range For This Role: $96,100 — $134,700 CAD
• US Pay Range For This Role: $102,300 — $143,300 USD

Company Description

Hootsuite uses artificial intelligence (AI) to support our recruitment process. These tools may assist with screening and assessing applicants and/or summarizing interview feedback. All final hiring decisions are made by human decision-makers who use their professional judgement to review and evaluate relevant candidate information in addition to AI outputs. For more information about how we use AI and your rights, please see our Careers Privacy Policy.