Customer Experience Operations Manager

hace 2 semanas

Barcelona, España Factorial A tiempo completo

At Factorial, we’re building the leading business management software for companies of all sizes. Our platform centralizes key workflows across HR, finance and operations, freeing teams from manual processes so they can focus on what really matters: leading, growing and taking care of their people.
With over 1200 employees across 7 markets, we serve 700 000+ users and are one of the Europe’s fastest-growing SaaS companies, backed by top-tier investors and proudly headquartered in Barcelona.
We believe in bold goals, radical ownership, and inclusive collaboration. If you’re excited to shape the future of business management technology, we’d love to meet you.
The CX Ops Manager is a dedicated Ops role focused on enabling CX, including Onboarding, Support, Retention and Expansion activities. This role is responsible for designing, implementing, and maintaining scalable processes, automations, and insights.
Key Responsibilities
CX Process Optimization & Automation
- Design, implement, and maintain automation workflows that support onboarding, adoption, renewals, and upselling.
- Continuously test and refine customer lifecycle workflows, ensuring smoother onboarding, proactive risk alerts, and scalable renewal management.

Customer Journey Orchestration
- Onboarding Automation: Streamline handoff from Sales to Onboarding with clear playbooks, task automation, and SLA tracking.
- Adoption & Engagement: Build alerts, health scoring workflows, and task triggers to enable proactive CSM engagement.
- Renewals & Expansion: Automate renewal reminders, expansion triggers, and churn-risk notifications to support retention and upsell motions.
- NPS & Feedback Loops: Integrate customer surveys and feedback into HubSpot (or other systems) to create actionable insights for CX.
- Act as the first line of troubleshooting for CX-related workflows and tools, resolving tickets and ensuring smooth system performance.
- Proactively monitor workflows, addressing errors or inconsistencies before they impact customer teams.

Tooling, Data Integrity & Adoption
- Own the CX workflow architecture in HubSpot and connected tools to it.
- Drive tool adoption and optimization across CX teams, ensuring they use existing systems effectively.
- Collaborate with Data Governance to maintain clean lifecycle data and enable consistent CX reporting.

Enablement, Training & Documentation
- Build and maintain playbooks for CX workflows and processes.
- Partner with Enablement to deliver training sessions for CX teams on system usage and workflow best practices.
- Collect user feedback to continuously optimize adoption and ease of use for CX teams.

Project Management & Execution
- Prioritize requests from CX teams while balancing quick wins with strategic process improvements.
- Use structured project management (Agile, OKRs) to ensure accountability, progress tracking, and visibility across CX Ops initiatives.

Key Skills & Qualifications

**Qualifications**:

- Proven experience managing workflows and automations in HubSpot, or similar CX/GTM systems.
- Solid understanding of customer lifecycle stages (onboarding, adoption, expansion, renewal).
- Experience in B2B SaaS, ideally in fast-paced, cross-functional RevOps environments.
- Technical project management and process design background.

  • Customer Operations Manager

    hace 3 semanas

    Barcelona, España Smart Point A tiempo completo

    Customer Operations Manager Se pueden requerir diversas habilidades interpersonales y experiencia para el siguiente puesto. Por favor, asegúrese de consultar la descripción a continuación con atención. Make buildings smarter. Make services seamless. Smart Point is a fast-growing prop-tech company redefining how people interact with buildings. Our Smart...

  • Customer Operations Manager

    hace 3 semanas

    Barcelona, España Smart Point A tiempo completo

    Customer Operations ManagerMake buildings smarter. Make services seamless.Las cualificaciones, habilidades y toda la experiencia relevante necesaria para este puesto se pueden encontrar en la descripción completa a continuación.Smart Point is a fast-growing prop-tech company redefining how people interact with buildings. Our Smart Locker ecosystem and...

  • Vendor Manager – Customer Care Operations

    hace 1 semana

    barcelona, España Perk A tiempo completo

    About Us Perk (formerly TravelPerk) is the intelligent platform for travel and spend management. Built to tackle the time‑consuming, manual work that gets in the way of real work, our tools automate everything from travel bookings to expenses, invoice processing, and more. By eliminating this shadow work that wastes hours, erodes morale, and saps...

  • Customer Experience Specialist

    hace 2 semanas

    Barcelona, España Blu Selection A tiempo completo

    About the job Are you ready to join a fast-growing company with a strong mission to drive sustainability and innovation? At CHG-MERIDIAN, we are pioneers in financial solutions and equipment management across the IT, Industrial, and Healthcare sectors. Our leasing solutions empower businesses with advanced technology while promoting sustainability...

  • Customer Experience Operations Specialist – Tutor Experience

    hace 2 semanas

    Barcelona, España Preply A tiempo completo

    We power people’s progress. At Preply, we’re all about creating life-changing learning experiences. We help people discover the magic of the perfect tutor, craft a personalized learning journey, and stay motivated to keep growing. Our approach is human-led, tech-enabled - and it’s creating real impact. So far, 90,000 tutors have delivered over 20...

  • Real Estate

    hace 6 días

    Barcelona, España Prologis A tiempo completo

    Prologis is the global leader in logistics real estate. We own, manage and develop high-quality properties in the world’s most vibrant centers of commerce, approximately 72 million square meters in 19 countries. Some of the world’s largest brands (e.g., Amazon, BMW, DHL, FedEx, Pepsi) turn to us because they know an efficient supply chain will make their...

  • Congress & Customer Experience Manager

    hace 2 semanas

    Barcelona, España Manpower España A tiempo completo

    Congress & Customer Experience Manager Para presentar una candidatura, simplemente lea la siguiente descripción del puesto y asegúrese de adjuntar los documentos pertinentes. International Role | Swiss Multinational Pharmaceutical Company We are looking for a Congress & Customer Experience Manager to coordinate the execution and flawless delivery of...

  • Congress & Customer Experience Manager

    hace 2 semanas

    Barcelona, España Manpower España A tiempo completo

    Congress & Customer Experience Manager ¿Tiene las cualificaciones y habilidades adecuadas para este trabajo? Descúbralo a continuación y pulse en "solicitar" para ser considerado. International Role | Swiss Multinational Pharmaceutical Company We are looking for a Congress & Customer Experience Manager to coordinate the execution and flawless delivery of...

  • Congress & Customer Experience Manager

    hace 2 semanas

    Barcelona, España Manpower España A tiempo completo

    Congress & Customer Experience Manager Para presentar una candidatura, simplemente lea la siguiente descripción del puesto y asegúrese de adjuntar los documentos pertinentes. International Role | Swiss Multinational Pharmaceutical Company We are looking for a Congress & Customer Experience Manager to coordinate the execution and flawless delivery of...

  • Global Vendor

    hace 5 días

    Barcelona, España Perk A tiempo completo

    A global SaaS company based in Barcelona is seeking a Vendor Manager for Customer Care Operations. In this role, you will oversee vendor relationships, ensure operational excellence, and drive performance improvements for outsourced operations. The ideal candidate has 5-8 years of experience leading large Customer Care teams and a strong record in both...