Tech Stack

Description

As a Customer Experience Operations Lead at Ridgeline, you'll architect the CX operating model, driving clarity and scalability across Consulting, Customer Success, Support, and Managed Services. You'll bridge financial goals with execution, leverage AI tools, and integrate systems to enhance operational rigor and customer impact.

Requirements

• 7+ years in Operations within Customer Experience or Professional Services in high-growth SaaS
• Deep understanding of P&L management and financial-to-operational translation
• Proven experience leveraging AI tools to improve workflows and decision-making
• Familiarity with CX tech stacks like Salesforce, Kantata, Pendo, Zendesk, and AWS
• Strong analytical and structured thinking with cross-functional alignment skills

Responsibilities

• Instill ownership mindset across CX functions by extending financial fluency
• Architect interoperability across Salesforce, Kantata, Pendo, Zendesk, and AWS
• Implement AI tooling and internal LLM solutions to transform workflows and reduce cost to serve
• Orchestrate month-end and quarter-end reviews synchronizing FinOps and HROps processes
• Manage CX technology lifecycle including vendor selection and license optimization