[Hiring] Sr. Manager, CX Operations @REALTIME SOFTWARE SOLUTIONS LLC

Role Description

We are seeking a senior operator who brings both analytical depth and a pragmatic builder's orientation, someone equally capable of conducting a process audit, designing a reporting framework, and presenting strategic findings to executive leadership. This is a senior individual contributor role. The Senior Manager, CX Operations serves as the operational foundation of Real Time's Customer Experience organization, responsible for the systems, processes, data, and enablement frameworks that allow every customer-facing team to perform at their highest level.

This role functions as an internal center of excellence for the CX organization, working across support, customer success, and onboarding functions to understand operational challenges, identify inefficiencies, and implement solutions that produce measurable results.

Qualifications

• 5+ years of experience in Customer Operations, Customer Success, Support Operations, or a closely related function, preferably in a B2B SaaS environment
• Proven experience designing and implementing scalable operations strategies, processes, and systems across multiple customer-facing teams
• Data analysis and integrity expertise: Demonstrated ability to source, validate, and analyze data from multiple systems
• AI/automation experience: Hands-on experience implementing AI or automation solutions within a customer experience organization
• Fluency across the modern CX tech stack - Salesforce, Gainsight, or similar platforms
• Strong understanding of key post-sales metrics and leading indicators: GRR, NRR, churn, TTV, CSAT, AI deflection rate
• Experience operating in high-growth or startup environments
• Prior customer-facing experience (in support, success, or onboarding) is a strong plus
• Strong soft skills: actively listen, build trust across teams
• A hands-on builder who thrives in fast-paced, dynamic environments

Requirements

• Own and administer Real Time’s full CX tech stack across support, success, and professional services
• Establish a baseline of productivity across CX teams using relevant metrics
• Build custom dashboards, automated workflows, and cross-platform integrations
• Drive the evolution from traditional support and success infrastructure to an AI-augmented operation
• Serve as the data engine for the entire CX organization
• Define and track leading indicators of customer health, adoption, and risk
• Implement and run key post-sales cadences, including renewals forecasting
• Build and maintain a single-source-of-truth forecasting model
• Help build Real Time’s post-sales strategy
• Act as a true internal enablement partner to all CX teams
• Serve as the voice of the customer across Real Time

Benefits

• The company sponsors health insurance, long-term disability, and life insurance
• Unlimited Paid Time Off
• 10 paid Holidays
• Paid Parental Leave
• Work Anniversary Bonus
• Participation in the Employee of the Quarter Program
• Monthly $100 Connectivity Stipend Reimbursement
• RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested