Edtech.com's Summary

Vector Solutions is hiring a Manager, Data & CX Operations. This role drives customer operations strategy by optimizing the customer journey, enhancing data-driven insights, and leading technology enablement to support Customer Success, Services, Renewals, and Care teams, while influencing cross-functional teams without direct management responsibilities.

Highlights

Optimize customer lifecycle processes including onboarding, support, renewal, and expansion.
Design and deliver advanced reports, dashboards, and predictive analytics on customer health and churn risk.
Lead administration and integration of CX technologies such as Salesforce, ChurnZero, and Zendesk.
Collaborate across CX, Sales, Marketing, Enablement, and Product teams to align initiatives.
Mentor junior team members and drive adoption of CX frameworks without direct authority.
Requires 6+ years in Customer Experience, Operations, or Strategy roles with SaaS experience.
Proficient in CX systems including Salesforce, Zendesk, ChurnZero, Gainsight, or similar tools.
Bachelor’s degree required; Master’s preferred.
Strong analytical, program management, communication, and collaboration skills.
Salary range: $105,000 to $115,000 per year.

Manager, Data & CX Operations Full Description

Manager, Data & CX Operations
Remote Worker • Customer Operations

Description

Vector Solutions is the leader in providing industry-focused SaaS solutions that connect content and technology. Vector’s unique product set aims at training and learning management, continuing education (CE), compliance, workforce scheduling, safety management, and more.

Our mission is to empower everyday heroes in the public, educational, and commercial sectors to make safer, smarter, and better decisions.

Our Customer Operations Team powers the growth of the post-acquisition buyer lifecycle, from implementation through to retention and expansion of our customer base. The team will leverage data, process and systems to drive the productivity and performance of our end users across the Customer Services, Renewal Management, Customer Success Management, Customer Care and Escalations teams.

We are seeking a Manager, Data & Customer Experience Operations to be a senior-level individual contributor who plays a critical role in advancing our customer operations strategy. As a trusted partner to the Director of Data & CX Ops, this role will drive data, process, and technology initiatives that enable Customer Success, Services, Renewals, and Care teams to deliver measurable business outcomes. While not directly managing a team, this individual provides leadership through cross-functional influence, subject-matter expertise, and mentorship to junior colleagues.

What You'll Do:

Customer Journey & Process Optimization

Partner with the Director to operationalize and refine the customer lifecycle journey (onboarding, adoption, support, renewal, expansion).
Architect workflows that promote scalability and consistency across CX functions (e.g., onboarding playbooks, escalation processes, proactive outreach frameworks).
Identify opportunities for automation and self-service to reduce friction and improve customer satisfaction.

Data & Insights

Own the design and delivery of advanced reporting, dashboards, and predictive analytics that provide visibility into customer health, churn risk, and expansion opportunities.
Develop actionable insights that inform strategies for retention, expansion, and advocacy.
Champion data governance best practices to ensure quality, accuracy, and usability of customer data.

Technology Enablement

Serve as subject matter expert on CX technologies including Salesforce, ChurnZero, Zendesk, and related tools.
Lead optimization and administration of these platforms to ensure alignment with evolving CX strategy.
Partner with IT and RevOps to integrate CX systems with sales and marketing technologies.

Cross-Functional Leadership & Mentorship

Collaborate with stakeholders across CX, Sales, Marketing, Enablement, and Product to align initiatives and drive execution.
Mentor and coach team members across Customer Operations, sharing best practices and guiding professional growth.
Influence without authority, driving adoption of CX processes and frameworks across multiple departments.

Requirements

6+ years of experience in Customer Experience, Operations, or Strategy roles, with increasing responsibility.
Bachelor’s degree in Business, Operations, Marketing, or related field (Master’s degree a plus).
Experience supporting large-scale SaaS customer operations environments·
Proven experience in customer experience operations or business strategy in a SaaS or technology environment.
Deep expertise in CX systems (Salesforce, Zendesk, ChurnZero, Gainsight, or similar).
Advanced analytical and problem-solving skills with the ability to translate data into actionable strategies.
Strong program management skills with a history of leading cross-functional initiatives to successful outcomes.
Excellent communication and collaboration abilities, with experience influencing stakeholders at all levels.
Highly adaptable, able to navigate ambiguity and shifting priorities in a fast-paced environment.

What You Can Expect From Us:

Friendly, open, and casual work environment
Comprehensive benefits package effective the first of the month after hire
Matching 401(k) retirement plan
Healthy work-life balance with flexible work arrangements and generous time off
Generous referral incentive program
Tuition Reimbursement Program
Pet Insurance
OnePass Gym/Wellness Discount Program
Calm Health-Employee Membership
Company social events
Employee Resource Groups
Philanthropic opportunities

What We Value:

Teamwork - Above all, we’re a team. We give and value feedback. We support each other, respect each other and work together to accomplish our common goals and serve our customers. Once we make decisions, we align behind them as a team.
Customers First - Our customers’ success is our success. They are why we are here. We work to earn the trust of our customers and always deliver on our commitments.
Make a Difference - It’s not a job, it’s a calling. We have passion for our mission, for our customers, for our work, and for sharing a fulfilling experience with our fellow team members.
Inclusiveness - Uniqueness is powerful. We support an environment of respect, belonging, and community that promotes a variety of perspectives and crucial conversations, leading to better outcomes.
Act Now - We act with urgency. The best time to get something important done is now. We don’t wait and let perfection be the enemy of good.
Curiosity - We love a good challenge. We’re scrappy, we stretch ourselves to be the best, ask questions, learn from our mistakes, and are dedicated to continually improving and growing.
Ownership - We own the outcome and don’t pass the buck. The score matters. We hold ourselves and each other accountable. We treat company resources like they are our own.

Vector Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, gender, race, color, religion, national origin, age, pregnancy, disability, genetic information, or status as a protected veteran.

Salary Description

105K-115K

Original Job Description

Manager, Data & CX Operations
Remote Worker • Customer Operations

Description

Our mission is to empower everyday heroes in the public, educational, and commercial sectors to make safer, smarter, and better decisions.

What You'll Do:

Customer Journey & Process Optimization

Partner with the Director to operationalize and refine the customer lifecycle journey (onboarding, adoption, support, renewal, expansion).
Architect workflows that promote scalability and consistency across CX functions (e.g., onboarding playbooks, escalation processes, proactive outreach frameworks).
Identify opportunities for automation and self-service to reduce friction and improve customer satisfaction.

Data & Insights

Own the design and delivery of advanced reporting, dashboards, and predictive analytics that provide visibility into customer health, churn risk, and expansion opportunities.
Develop actionable insights that inform strategies for retention, expansion, and advocacy.
Champion data governance best practices to ensure quality, accuracy, and usability of customer data.

Technology Enablement

Serve as subject matter expert on CX technologies including Salesforce, ChurnZero, Zendesk, and related tools.
Lead optimization and administration of these platforms to ensure alignment with evolving CX strategy.
Partner with IT and RevOps to integrate CX systems with sales and marketing technologies.

Cross-Functional Leadership & Mentorship

Collaborate with stakeholders across CX, Sales, Marketing, Enablement, and Product to align initiatives and drive execution.
Mentor and coach team members across Customer Operations, sharing best practices and guiding professional growth.
Influence without authority, driving adoption of CX processes and frameworks across multiple departments.

Requirements

6+ years of experience in Customer Experience, Operations, or Strategy roles, with increasing responsibility.
Bachelor’s degree in Business, Operations, Marketing, or related field (Master’s degree a plus).
Experience supporting large-scale SaaS customer operations environments·
Proven experience in customer experience operations or business strategy in a SaaS or technology environment.
Deep expertise in CX systems (Salesforce, Zendesk, ChurnZero, Gainsight, or similar).
Advanced analytical and problem-solving skills with the ability to translate data into actionable strategies.
Strong program management skills with a history of leading cross-functional initiatives to successful outcomes.
Excellent communication and collaboration abilities, with experience influencing stakeholders at all levels.
Highly adaptable, able to navigate ambiguity and shifting priorities in a fast-paced environment.

What You Can Expect From Us:

Friendly, open, and casual work environment
Comprehensive benefits package effective the first of the month after hire
Matching 401(k) retirement plan
Healthy work-life balance with flexible work arrangements and generous time off
Generous referral incentive program
Tuition Reimbursement Program
Pet Insurance
OnePass Gym/Wellness Discount Program
Calm Health-Employee Membership
Company social events
Employee Resource Groups
Philanthropic opportunities

What We Value:

Teamwork - Above all, we’re a team. We give and value feedback. We support each other, respect each other and work together to accomplish our common goals and serve our customers. Once we make decisions, we align behind them as a team.
Customers First - Our customers’ success is our success. They are why we are here. We work to earn the trust of our customers and always deliver on our commitments.
Make a Difference - It’s not a job, it’s a calling. We have passion for our mission, for our customers, for our work, and for sharing a fulfilling experience with our fellow team members.
Inclusiveness - Uniqueness is powerful. We support an environment of respect, belonging, and community that promotes a variety of perspectives and crucial conversations, leading to better outcomes.
Act Now - We act with urgency. The best time to get something important done is now. We don’t wait and let perfection be the enemy of good.
Curiosity - We love a good challenge. We’re scrappy, we stretch ourselves to be the best, ask questions, learn from our mistakes, and are dedicated to continually improving and growing.
Ownership - We own the outcome and don’t pass the buck. The score matters. We hold ourselves and each other accountable. We treat company resources like they are our own.

Salary Description

105K-115K

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Edtech.com's Summary

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