Frontline Education
Manager, Operations - Customer Experience
🇺🇸 Hybrid - Naperville, IL
🕑 Full-Time
💰 $110K - $130K
💻 Customer Success
🗓️ June 27th, 2025
Gainsight
K-12
Power BI
Edtech.com's Summary
Frontline Education is hiring a Manager, Operations - Customer Experience. This role drives client experience transformation by leading strategic initiatives to improve renewals, retention, CSAT, and internal processes through AI enablement and cross-functional collaboration. The position requires hands-on leadership in advancing customer journey innovation, operational excellence, and data-driven decision-making.
Highlights
- Lead client experience transformation aligned with business KPIs and champion AI-enabled support strategies.
- Address client friction points such as proactive communication, self-service, ticket automation, and reporting enhancements.
- Define and track metrics related to retention, renewals, CSAT, and ticket resolution.
- Build reporting dashboards using Power BI and other tools to support Customer Support, Services, and Success teams.
- Collaborate with Product, Development, and Sales to prioritize customer experience within product lifecycles.
- Work with CX technologies including Gainsight PX, Staircase AI, The Loops, Salesforce, Zendesk, and Power BI.
- Requires 6+ years in client experience, customer success, business transformation, or operational strategy, preferably in SaaS or tech services.
- Proven experience leading enterprise transformation projects and strong communication skills across technical and non-technical audiences.
- Preferred experience in K–12 education technology sector.
- Compensation ranges from $110,000 to $130,000 annually plus bonus, personalized PTO, 401k match, ESPP, and comprehensive benefits.
Manager, Operations - Customer Experience Full Description
Manager, Operations - Customer Experience
Location: Naperville, IL, United States
Description
Manager, Operations- Customer Experience
Location Requirements: This position is Hybrid to Wayne or Naperville. Remote candidates will be considered. The role will work hours based on the Eastern Time Zone.
Your role on the team:
The Manager, Operations - Customer Experience will play a pivotal role in shaping the future of Frontline’s client experience strategy. This strategic yet operationally grounded role will lead cross-functional initiatives focused on improving renewals, retention, CSAT, and enterprise-wide continuous improvement. You will drive transformation efforts centered around AI enablement, culture evolution, and key client pain point resolution, working closely with internal stakeholders across Product, Development, and Sales.
This is a high-impact, individual contributor role reporting to the Senior Director of Operations within Customer Experience.
You can expect to:
Strategic Transformation Leadership
- Architect and execute a roadmap for client experience transformation in alignment with business priorities and KPIs.
- Champion the use of artificial intelligence and predictive technologies to enable scalable, proactive support and engagement.
- Drive internal cultural change by challenging the status quo and promoting new ways of thinking across CX and beyond.
Client Journey Innovation
- Lead efforts to address key friction points such as:
- Proactive client communication
- Self-service enablement and knowledge base transformation
- Client ticket deflection and automation
- Enhanced reporting and analytics for internal decision-making
Operational Excellence & Measurement
- Define and track performance metrics tied to retention, renewals, CSAT, and ticket resolution efficiency.
- Build reporting frameworks and dashboards that support decision-making for Customer Support, Services, and Success teams using Power BI and related tools.
Cross-Functional Collaboration
- Partner with Product, Development, and Sales teams to ensure client experience priorities are embedded across the product lifecycle and customer touchpoints.
- Represent the voice of Client Experience in technology decisions and cross-departmental planning.
Key Technologies & Tools
You will work with a modern CX tech stack, with tools such as:
- Gainsight PX
- Staircase AI
- The Loops
- Salesforce
- Zendesk
- Power BI
What you bring to the role:
- Ability to prioritize, multi-task, and perform effectively in ambiguous, autonomous situations.
- Proven ability to engage people effectively at all levels within client organizations.
- Takes ownership and drives outcomes independently.
- Believes in winning or learning—never standing still.
- Challenges conventional thinking and brings creative problem-solving to complex issues.
- Thrives in a collaborative environment and acts with a strong sense of purpose.
- Experience in the K–12 education technology space is preferred but not required.
This role requires:
- 6+ years in client experience, customer success, business transformation, or operational strategy—preferably in SaaS or technology services.
- Proven ability to lead enterprise transformation projects across multiple teams.
- Deep experience with CX technologies and data-driven decision-making.
- Excellent communication and influence skills across technical and non-technical audiences.
Who we are:
Frontline Education is a pioneer of school administration software purpose-built for K-12 districts. We provide innovative, connected solutions for student and special programs, business operations, and human capital management with powerful data and analytics to empower educators and administrators. We earn the trust of K-12 leaders across the U.S. by serving as a consistently high-performing, forthright partner of school districts through every dimension of the company.
We're a group of unique and talented individuals that love what we do. We've been lucky enough to land jobs with a rapidly growing tech company that supports an appreciative and friendly customer base. We work hard to make our customers happy, but we like to have a good time in the process. We are a company that strives to think in terms of “we” instead of “me.” We believe in the philosophy of servant leadership and that it’s all about putting others first. We also value the balance between family and work.
Frontline embraces diversity, equity, and inclusivity. We are intentionally building a workplace that respects, supports, and values the identities of all our employees. We believe this to be foundational in developing a strong community in our company. Frontline Education is an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
The perks of being a Frontliner:
Frontline offers a competitive compensation package including a base salary, rewarding bonus structure, 401k match, ESPP, and personalized PTO! Our company growth has created a promising environment for career advancement and rewarding challenges. We offer a tuition reimbursement program for eligible college credit coursework available to employees depending on their status and length of employment.
The salary range for this role is $110,000 - $130,000 per year, based on experience, skills, and internal equity. In addition to base salary, this role includes a bonus, personalized PTO, and comprehensive benefits, including health insurance, 401k, and much more!
Similar Jobs
Customer Success Manager (SC)
Imagine Learning
🇺🇸 Remote - SC
Customer Success Manager (Detroit, MI)
Imagine Learning
🇺🇸 Remote - Detroit, MI
Account Manager
Cornerstone OnDemand
🇺🇸 Remote - US
Manager, Operations - Customer Experience
Frontline Education
🇺🇸 Remote - US
Manager, Operations - Customer Experience
Frontline Education
🇺🇸 Hybrid - Wayne, PA
