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ServiceCore · 3 weeks ago

Customer Experience Operations & Intelligence Lead

Denver, CO

Full-time

Hybrid

Mid, Senior Level

$100K/yr - $125K/yr

3+ years exp

ServiceCore is a rapidly-growing field-service Software as a Service platform serving the portable sanitation and dumpster industries. They are seeking a CX Operations & Intelligence Lead to build and run the operating systems, data foundation, metrics, and workflows that power Customer Success, Implementation, and Support, driving customer outcomes and retention.

Information ServicesInformation TechnologySaaSSoftware

Growth Opportunities

Responsibilities

Own CX execution at scale

Translate CX goals into clear operating plans, scalable programs, and repeatable workflows across Customer Success, Implementation, and Support

Own complex CX initiatives end-to-end, from problem definition through launch, adoption, and ongoing measurement

Identify breakdowns in execution, alignment, or accountability and drive them to resolution

Bring structure, options, and recommendations to ambiguous problems and support CX leadership in making informed tradeoffs

Own and optimize CX systems and data flows including ChurnZero, Salesforce, Pendo, Gong, and supporting analytics tools

Ensure data integrity, consistency, and alignment across CX, Finance, Product, and GTM teams

Act as the steward of CX system health and data quality, proactively identifying and fixing issues before they impact execution

Define how CX systems are used, connected, and governed as the organization scales

Define, build, and maintain CX metrics, dashboards, and reporting that support day-to-day execution and leadership decision-making

Surface customer risk, expansion opportunity, adoption gaps, and operational inefficiencies through data and signal analysis

Translate insights into clear recommendations and actions, not just dashboards or analysis

Ensure CX metrics are trusted, consistently used, and embedded into how teams operate

Execute the CX AI strategy by embedding intelligence directly into CX workflows so insights automatically drive action

Evaluate, implement, and operationalize AI-enabled tools that reduce manual work and improve consistency, speed, and signal quality

Partner with CX leaders to identify where AI can meaningfully improve preparation, documentation, follow-ups, prioritization, and early risk detection

Ensure AI capabilities are practical, adopted by teams, and tied to measurable outcomes

Partner closely with leaders across Product, Sales, Finance, and Engineering to ensure CX initiatives are aligned and integrated

Serve as a trusted execution partner to CX leadership by providing clarity, rigor, and follow-through

Influence without authority and push back when needed to protect customer outcomes and operational integrity

Continuously evaluate and improve CX workflows to reduce friction, prevent process drift, and support growth at higher scale and complexity

Qualification

CX OperationsData analysisCRM systemsAI strategyCross-functional partnershipStakeholder managementOperational executionProblem-solving

Required

Bachelor's degree in Business, Management, Information Systems, or a related field

3+ years of experience in CX Operations, RevOps, BizOps, or a comparable SaaS operations role

Demonstrated ownership of complex, cross-functional initiatives from concept through execution and sustained adoption

Strong analytical and problem-solving skills, with the ability to bring structure to ambiguous problems and make sound tradeoffs

Hands-on experience owning and operating CX platforms and CRM systems such as ChurnZero or Gainsight, Salesforce, and product usage or analytics tools

Experience defining, building, and operationalizing metrics that drive behavior change and decision-making

Proven ability to partner with senior stakeholders and influence teams you do not directly manage

Experience evaluating, implementing, and scaling new tools, automation, and AI-enabled capabilities to improve operational execution

Comfort operating as a senior individual contributor with high ownership, accountability, and limited oversight