[Hiring] Senior Customer Experience Operations Specialist @8am

Role Description

8am is looking for a technically-minded, senior individual contributor to drive new CX roadmap initiatives and automation from idea through delivered, working systems. This is a hands-on builder role, you scope ambiguous, early-stage ideas from stakeholders across CX, BI, Sales, and Marketing into concrete, buildable project plans, then personally build the automation, workflow, or integration that brings each one to life.

• Identify where new automation and AI can create leverage across the CX org, and scope early-stage ideas from stakeholders across CX into concrete, buildable project plans.
• Partner directly with Business Systems and Engineering on infrastructure-level builds for new initiatives, ensuring new projects solve the right cross-functional problem from the start.
• Bring technical depth to existing systems (e.g. Salesforce, Intercom) as needed, diagnosing underperforming workflows, writing developer-ready tickets, and rebuilding automation or routing logic when required.
• Partner with Enablement to increase adoption of new workflows and automations, training, documentation, and change management for end users.
• Convert CX data (NPS/CSAT, retention, support and success metrics) into actionable recommendations for leadership.
• Maintain clear, current visibility into initiative status, risks, and dependencies for stakeholders, surfacing issues before they escalate.
• Operate as a self-directed driver on assigned initiatives, surfacing blockers and aligning stakeholders without needing to be chased.

Qualifications

• 4-6+ years of experience in Customer Success/Experience Operations, Revenue Operations, or Business Operations.
• Demonstrated ownership of a program or metric outcome, not process facilitation alone, in a B2B SaaS environment.
• Proficiency with Salesforce and Intercom as an advanced user, able to build reports, dashboards, in-app messaging, surveys, and workflow automations.
• Self-directed and outcome-driven, able to move roadmap projects forward without heavy oversight.
• Strong written and verbal communication skills.
• Comfort operating within evolving or undefined processes.
• Preferred: Salesforce Administrator certification, Intercom experience, survey-building tools (e.g., Delighted, Qualtrics, or similar), in-app messaging platforms, hands-on experience applying AI tools to operational workflows. SQL or BI tool proficiency.
• Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation.

Requirements

• The annual salary range for this position is $90,000 to $120,000. The salary range for performing this role outside of the US / Austin / California may differ.
• 8am is committed to offering competitive, fair and commensurate compensation and has provided an estimated pay range for this role. Actual compensation may vary based on job-related knowledge, skills, experience and education.

Benefits

• Health Insurance Coverage: A variety of medical, dental, and vision plans, including a 100% company-paid HDHP plan for employees.
• Financial perks: Competitive compensation and benefits package including annual bonuses, equity options and 401(k) or RRSP if in Canada, with a company match for all team members.
• Time for what matters: Flexible Time Off, paid holidays, and a parental leave program for new parents.
• Wellness: Wellness stipends, mental health support, and one-on-one nutrition coaching.
• Learning and Development: Continuous learning through 8am.edu, leadership programs, professional development funds, and individually focused talent development.
• Giving back to the communities around us: Participate in our charitable matching gift program, paid time off for volunteer service, and company-sponsored volunteer events (both local and virtually).
• Engagement: Virtual and in-person team-building events, quarterly award recognition through our Rise & Shine Award of Excellence Program, and our peer-to-peer appreciation platform.