Customer Experience Operations Lead

Are you a strategic operator who thrives on connecting complex financial, technical, and organizational dots across a high-growth SaaS company? Do you enjoy translating PL insights into clear operational actions that empower leaders to run their functions like true business owners? Are you excited to leverage AI and unified data systems to scale a high-touch, white-glove customer experience without sacrificing quality or velocity? If so, we invite you to be a part of our innovative team. As a Customer Experience Operations Lead at Ridgeline, you will serve as a strategic architect of our CX operating model—driving clarity, alignment, and scalability across Consulting, Customer Success, Support, and Managed Services. You’ll bridge company-level financial goals with day-to-day execution, enabling leaders to make smarter, faster decisions rooted in data. In our fast-paced environment, you’ll leverage cutting-edge technologies—including AI tools like ChatGPT and internal LLM-powered solutions—to enhance insight generation, workflow automation, and operational rigor, helping reduce cost to serve while elevating customer impact. At Ridgeline, how we work matters as much as what we build. Ridgeliners act like owners, choose growth over comfort, and communicate with transparency. We assume positive intent, bias toward action, and bring solutions—not just problems. We celebrate wins, learn from setbacks, and thrive in a resilient, collaborative, high-performing culture. If this excites you, we’d love to meet you. You must be work authorized in the United States without the need for employer sponsorship. The impact you will have: Instill an ownership mindset across all CX functions by extending financial fluency throughout Consulting, Customer Success, Support, and Managed Services Empower functional leaders to operate their teams as accountable business units with clear visibility into PL, cost drivers, and resource ROI Provide high-leverage insights that distill complex financial and operational data into actionable narratives for faster strategic decision-making Architect interoperability across systems such as Salesforce, Kantata, Pendo, Zendesk, and AWS to create a unified and trusted source of truth Enable proactive and personalized customer engagement through lifecycle insights that directly support Sales velocity and customer referenceability Partner with Leveraged Engineering to implement AI tooling and internal LLM solutions that transform workflows and reduce cost to serve Orchestrate cohesive month-end and quarter-end reviews, synchronizing FinOps and HROps processes across CX teams with precision and transparency Support Sales Operations by strengthening services selling motions, improving scoping accuracy, and increasing staffing confidence Identify strategic opportunities that support company ambitious growth initiatives and help leadership anticipate risks and opportunities Manage the CX technology lifecycle, guiding vendor selection, contract renewals, and license optimization for an integrated and scalable tech stack Model resilience and a growth mindset by learning quickly from setbacks and continuously refining operational frameworks Foster a collaborative environment rooted in shared accountability, clear communication, and continuous improvement What we look for: 7+ years of experience in Operations within Customer Experience, Professional Services, or a related function in a high-growth SaaS environment Deep understanding of PL management and the ability to translate financial insights into operational strategy Demonstrated experience leveraging AI tools to materially improve workflows, reporting, or decision-making processes Familiarity with common CX tech stacks such as Salesforce, Kantata, Pendo, Zendesk, and AWS, with an interoperability mindset Strong analytical and structured thinking skills with a proactive, solution-oriented approach Proven ability to build alignment across cross-fun ... (truncated, view full listing at source)