Customer Experience Operations Manager

📋 Description

• • As the Customer Experience Operations Manager at Hootsuite, you will serve as the primary technical administrator and subject matter expert for the Customer Office tech stack, including Gainsight, Kantata (Mavenlink), and related platforms, ensuring systems are optimized to support customer engagement strategies and operational processes.
• • Day to day, you will manage and optimize system configurations, workflows, automations, business rules, integrations, and reporting; design and implement end-to-end workflows across the customer lifecycle; drive AI and automation initiatives such as predictive health scoring and intelligent triggers; provide advanced system support and troubleshooting; monitor system performance; conduct audits; and partner with cross-functional teams to gather requirements and deliver scalable solutions.
• • You will join a dynamic team within Hootsuite’s Customer Office, reporting to the Senior Director, collaborating closely with Customer Success, Support, and Professional Services teams to maximize system capabilities and improve service delivery in a remote-friendly environment across the USA and Canada.
• • In this role, you will deepen your expertise in customer experience platforms, AI-enabled automation, and workflow optimization; develop leadership in system administration and process improvement; and drive measurable impact on operational efficiency, scalability, and customer outcomes while growing as a trusted advisor and systems expert within the organization.