Senior Manager, CX Operations - Systems & Analytics

About the team & opportunity

What’s so great about working on Calendly’s Customer Experience (CX) team?

We provide a high touch experience to each customer and enable them to maximize our product so that they can gain valuable time back into their day to day.

Why do we need you? Well, we are looking for a Senior Manager, CX Operations, who is customer-obsessed and passionate about providing best-in-class service, that will be responsible for our CX Systems and Analytics department and support the team with their deep operations experience. You will report to the Head of Customer Experience Operations and manage a team of system administrators and data analysts. Your role will involve acting as a thought partner for key CX team members, driving awareness around critical customer analytics, and leading significant initiatives that enable us to grow our business.

As a Senior Manager, CX Ops of Systems and Analytics at Calendly, your role will involve utilizing your extensive knowledge of SaaS customers to ensure the quality of our systems' operations. You will also be responsible for generating reports and providing proactive insights that will help shape critical future-looking decisions for our team.

On a typical day, you will be working on:

• Leading the CX Systems & Analytics Team and being an active driver of development within each admin and analyst.
• Being a thought-leader in the company by establishing meaningful relationships, demonstrating technical expertise, and understanding the customer experience.
• Collaborating with partners to translate business needs into operational and technical plans, communicate findings to improve customer interactions, and ensure compliance with policies and procedures.
• Coaching the CX Systems & Analytics Team to implement, manage, and iterate configurations of our CX tooling to align with business requirements, designs, and standard practices.
• Standardizing data usage, establishing data quality, and aligning analytics strategy to enhance customer experience.
• Collaborating with company-wide analytics and data teams to represent CX with data engineering priorities, data structure/schema, and systems stack.

What do we need from you?

• 7+ years of experience in a CX Operations Systems and Analytics role.
• 5+ years of experience leading teams for scaling, high-growth SaaS companies.
• Excellent, caring people manager that prioritizes personal and professional development.
• Self-starter that thrives in an unstructured and fast-moving environment.
• Intellectually curious and enjoys creative problem solving.
• Phenomenal teammate who loves collaborating with people and is willing to tackle additional responsibility where vital.
• Strong communication and presentation skills, with an ability to effectively synthesize sophisticated findings into useful insights for all levels of the organization
• Comfortable managing and creating in these systems: Zendesk, Gainsight, Ada, Jira, Confluence, DBT, GBQ, and Tableau.
• Must have SQL experience; specifically writing queries pulling data from various data tables.
• Experienced in stakeholder/vendor management, with strong proficiency in managing tasks and timelines across multiple teams to meet targets.
• Authorized to work lawfully in the United States of America as Calendly does not engage in immigration sponsorship at this time

Calendly is registered as an employer in many, but not all, states. If you are located in California, Alaska, Hawaii, Montana, North Dakota, South Dakota, Nebraska, Iowa, West Virginia, and Rhode Island, you will not be eligible for employment. you will not be eligible for employment. Note that all individual roles will specify location eligibility.

Calendly uses the zip code of an employee’s remote work location, or the onsite building location if hybrid, to determine which metropolitan pay range we use. Current geographic zones are as follows:

• Tier 1: San Francisco, CA, San Jose, CA, New York City, NY
• Tier 2: Chicago, IL, Austin, TX, Denver, CO, Boston, MA, Washington D.C., Philadelphia, PA, Portland, OR, Seattle, WA, Miami, FL, and all other cities in CA.
• Tier 3: All other locations not in Tier 1 or Tier 2

Tier 1 Salary

$148,000—$200,200 USD

Tier 2 Salary

$135,600—$183,500 USD

Tier 3 Salary

$123,300—$166,800 USD