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Customer Experience Operations Manager

Benchling· Customer Experience
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San Francisco, CA$129.5k - $155.4kFull-timePosted 10mo ago

About the role

Manage and optimize customer experience processes, systems, and tools at Benchling, collaborating across teams to enhance efficiency, data visibility, and automation.

Responsibilities

  • Maintain and evolve CX dashboards and metrics visibility: Build and improve dashboards using Mode, Sigma, and other tools that help track team and customer outcomes. Own the production of accurate, timely data for executive reviews and decision-making.
  • Manage and optimize CX tools: Administer, maintain, and improve workflows, automations, data integrity, and vendor relationships across our CX tooling stack (Salesforce, Zendesk, Certinia, Gainsight). Advocate for CX needs across the organization, including working with external vendors and internal Business Technology teams to prioritize CX requirements alongside other departmental initiatives.
  • Drive AI-powered automation initiatives: Identify high-impact opportunities to automate manual CX workflows using AI tools like Claude, chatbots, and workflow automation. Partner with Engineering and Business Technology teams to scope, prioritize, and implement solutions that integrate with our existing CX stack (Zendesk, Gainsight, Salesforce). Define success metrics and measure impact on deflection rates, resolution time, cost savings, and team productivity.
  • Drive cross-functional improvements: Serve as a cross-departmental problem solver. Understand the context of asks from Product, Sales, and other teams, and generate data to support CX in making informed decisions.
  • Be the first-line connector for complex CX questions: Monitor channels like CX-discuss to identify common or complex CX questions. Answer when possible, route to the right team when not, and track recurring issues to drive systematic improvements.
  • Keep CX updated on key initiatives: Ensure CX teams stay informed about product launches and strategic updates across the company. Create and distribute monthly newsletters highlighting key projects and developments.

Qualifications

  • 5+ years in high-growth SaaS Customer Experience/Operations with direct experience in Customer Success, Professional Services, Support, or Renewals.
  • Systems and tools expertise: Hands-on experience with tools like CRMs (Salesforce), CS platforms (Gainsight, ChurnZero, Totango), PSA tools (Certinia, FinancialForce), or ticketing systems (Zendesk, Intercom, Freshdesk).
  • Data and reporting: Expert with BI tools like Mode, Sigma, or similar; strong SQL skills. Able to build dashboards and translate data into insights.
  • AI fluency: Proficient with AI tools like Claude, comfortable testing and iterating solutions.
  • Cross-functional execution: Experience delivering complex projects across teams, with strong communication skills.
  • Technical fluency: Understand system integrations, work with Engineering and Business Tech teams, articulate requirements.
  • Scalability mindset: Ability to build processes that scale, prototype quickly, and iterate.

Skills

Required:Data Analysis & BI ToolsAI and Workflow AutomationCross-functional Project ManagementSystem Integration KnowledgeCommunication Skills

Benefits

  • Market-competitive salary and equity.
  • Medical, dental, and vision plans for employees and dependents.
  • Fertility healthcare and family-forming benefits.
  • Four months paid parental leave.
  • 401(k) + Employer Match.
  • Commuter benefits and home office stipend.
  • Mental health benefits, therapy, coaching.
  • Monthly Wellness stipend.
  • Learning and development stipend.
  • Flexible vacation policy.
  • Company-wide Winter shutdown.
  • Milestone sabbaticals for 5 and 10 years of service.
Last updated Jan 16, 2026. Interested? Apply on the company site.
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About Benchling

Cloud-based platform for biotech R&D | Benchling

Benchling is a cloud-based platform for biotechnology research and development and the only biology-first platform for scientific data, collaboration, and insights.

BioresearchBioprocessIn VivoConnectGene therapyCell therapyAntibodies and proteinsRNA therapeutics
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