Client Experience Operations Manager

The Client Experience Operations Manager is responsible for designing, administering, and continuously improving the systems that power RxVantage’s client-facing experiences. This role will own the operational backbone of Customer Experience by ensuring Salesforce Service Cloud, Zoom Contact Center, and supporting CX tools work together seamlessly to deliver frictionless, intuitive, and highly effective client interactions.

This role sits at the intersection of technology, process, and client experience. The CX Operations Manager will partner closely with Service, Account Management, and key client stakeholders to build scalable workflows that empower teams to resolve issues faster, communicate more clearly, and proactively support clients throughout their lifecycle.

The CX Operations Manager will act as a steward of service excellence—translating business needs and client expectations into well-designed systems that reduce friction, increase transparency, and elevate the overall client experience.

What you’ll be doing:

• Administer and optimize Salesforce Service Cloud, including case management, automation, routing, entitlements, SLAs, and reporting.
• Own the configuration and ongoing administration of Zoom Contact Center to support voice and digital client interactions.
• Design and maintain CX workflows that create frictionless, intuitive experiences for clients and internal teams.
• Partner with Service and Account Management to align systems with real-world service processes and client needs.
• Implement and support AI-driven service capabilities (e.g., case routing, agent assistance, automation, knowledge recommendations) to improve efficiency and client outcomes.
• Ensure accurate capture and reporting of service and interaction data to support performance management and continuous improvement.
• Identify and eliminate friction points across client-facing workflows, proactively recommending system and process improvements.
• Support the rollout of new service tools, features, and integrations across the CX tech stack.
• Partner with Revenue Operations and Data teams to align service metrics with broader GTM reporting and insights.
• Document CX processes, system configurations, and best practices to support scale and consistency.
• Serve as a trusted operational partner to key client-facing teams and strategic accounts.

The ideal candidate:

Technical Skills Required

• Salesforce Service Cloud Administrator experience, including case management, automation, reporting, and user configuration.
• Salesforce Service Cloud Consultant or Administrator Certification (required).
• Hands-on experience administering Zoom Contact Center or similar CCaaS platforms.
• Strong understanding of service data models, SLAs, entitlements, queues, and routing logic.
• Working knowledge of AI applications in service environments, including workflow automation, agent assistance, intelligent routing, and self-service capabilities.
• Experience integrating and managing tools that support client-facing interactions (CRM, contact center, knowledge base, reporting tools).
  
  

Non Technical Skills Required

• Strong partnership mindset with the ability to collaborate deeply with Service, Account Management, and cross-functional teams.
• Customer-first orientation with a passion for creating frictionless, helpful, and human client experiences.
• Ability to translate service strategy and client needs into scalable systems and workflows.
• Proactive approach to identifying experience gaps and operational inefficiencies before they impact clients.
• Detail-oriented and process-driven, with strong documentation and change management discipline.
• Ability to manage multiple priorities and complex initiatives across teams.
• Clear communicator who can explain technical concepts in simple, user-centered terms.