Customer Experience Operations Manager

**“Be part of a company that is influential and the standard for a rapidly evolving industry!”** **WHO ARE WE?** RealTime eClinical Solutions is a Global Leader and rapidly growing SaaS technology company that provides comprehensive Software Solutions to the clinical research industry. Our Vision is to reshape the global clinical research industry with innovative solutions that help advance medicine and save lives. Our cloud\-based solutions are dedicated to solving complex problems and simplifying clinical research processes to be more organized, efficient, and cost\-effective. We are based out of San Antonio, TX, but are truly a remote and telecommuting company. **WHAT ARE WE LOOKING FOR?** We are seeking a senior operator who brings both analytical depth and a pragmatic builder's orientation, someone equally capable of conducting a process audit, designing a reporting framework, and presenting strategic findings to executive leadership. Critically, this individual must also have a clear\-eyed perspective on the role of AI in modern customer experience as a meaningful shift in how organizations engage with and retain customers at scale. *This is a senior individual contributor role* The Customer Experience Operations Manager serves as the operational foundation of Real Time's Customer Experience organization, responsible for the systems, processes, data, and enablement frameworks that allow every customer\-facing team to perform at their highest level. This role functions as an internal center of excellence for the Customer Experience (CX) organization. Rather than serving external customers directly, this individual serves the teams that do \- working across support, customer success, and onboarding functions to understand operational challenges, identify inefficiencies, and implement solutions that produce measurable results. **WHAT WILL YOU BE DOING?** **Tool and Process Management** ------------------------------- * Own and administer Real Time’s full CX tech stack across support, success, and professional services * Establish a baseline of productivity across CX teams using metrics relevant to each function (NRR, churn, CSAT, FRT, time\-to\-value, onboarding completion rates, etc.); identify consistent issues, break them into manageable components, and build solutions with measurable results * Build custom dashboards, automated workflows, and cross\-platform integrations that eliminate data silos and free CX team members to focus on customers * Continuously evolve the tech stack as RealTime scales, grounded in a deep understanding of how each team uses each tool day\-to\-day * Drive the evolution from traditional support and success infrastructure to an AI\-augmented operation: intelligent routing and enablement, agent augmentation, real\-time quality monitoring, and predictive issue detection **Data, Analytics, and Customer Insights** * Serve as the data engine for the entire CX organization: own the collection, validation, analysis, and activation of usage data, renewal data, support interaction data, NPS responses, health scores, and customer engagement signals across all teams * Establish and maintain data quality standards across CX systems by auditing data sources, reconciling inconsistencies between platforms and ensuring every dashboard and forecast is built on trusted inputs * Define and track leading indicators of customer health, adoption, and risk, surfacing clear alerts and actionable views to CX leadership and frontline teams before issues escalate * Build and maintain dashboards that surface what matters across functions \- AI deflection effectiveness, cost\-per\-resolution, CSAT, FRT, churn risk indicators, expansion signals, and customer lifetime value impact * Source data directly from multiple systems, validate accuracy across platforms, and build reliable data models that support decision\-making rather than just reporting * Apply analytical rigor to all insights: frame hypotheses, distinguish correlation from causation, recognize when data quality or sample sizes don't support conclusions, and communicate uncertainty honestly to leadership * Own metric definitions and governance across teams * Develop customer health and usage insights that detect early signals of at\-risk customers, surface growth opportunities, and enable every CX team to prioritize and act with confidence * Build measurement frameworks that connect CX performance to core RealTime business outcomes: retention, revenue growth, and customer lifetime value **Planning, Forecasting, and Renewal Management** * Implement and run key post\-sales cadences, including renewals forecasting, capacity and coverage reviews, and churn\-risk and health reviews, delivering data\-driven insights on customer outcomes and team performance * Build and maintain a single\-source\-of\-truth forecasting model that aligns CS, Sales, and Finance for accurate revenue projections * Own capacity planning across the CX org, forecasting staffing needs, tooling investments, and budget requirements as the team grows * Ensure world\-class renewal management and QBR processes are accurate, timely, and tied to meaningful customer data * Continuously refine team playbooks based on what’s working, standardizing successful approaches across CX functions and embedding them into core operational motions **Strategy Execution and Program Management** * Help build Real Time’s post\-sales strategy, defining core CX roles and responsibilities, driving segmentation and coverage decisions, and owning capacity planning across functions * Oversee CX strategic business initiatives from development through successful execution \- driving change management, program management, and operational follow\-through across all customer\-facing teams * Codify and maintain practices, processes, and KPIs for each CX function; own a deep understanding of Real Time’s current and future\-state customer journey end\-to\-end from first touch through renewal and expansion * Develop plays aligned to customer journey engagement points and internal triggers, applicable across support, success, and onboarding contexts * Serve as a strategic liaison between CX teams, senior leaders, and executives, communicating clearly, gathering stakeholder feedback, and building alignment across the full CX organization **Enablement and Onboarding** * Act as a true internal enablement partner to all CX teams at RealTime, regularly engaging with support agents, CSMs, implementation consultants, and team leads to understand their day\-to\-day friction and turn those insights into actionable tools and programs * “Onboard” team members across functions onto new tools and processes; check in frequently to ensure adoption and gather feedback for continuous improvement * Collaborate with CX, Sales, and Product leadership to build and execute a unified CX Enablement Strategy, including live and recorded sessions for a fully enabled team * Facilitate and manage new hire onboarding and training across CX functions, equipping every team member to ramp quickly and deliver value in their role * Develop and maintain CX assets, e.g., playbooks, decks, customer\-facing resources, and internal guides **Voice of the Customer and Compliance** * Serve as the voice of the customer across Real Time, synthesizing insights from support interactions, NPS surveys, reviews, social listening, and all CX touchpoints into actionable intelligence for Product, Marketing, and executive leadership * Own the design and execution of customer feedback programs and Real Time’s overall customer experience measurement program * Oversee and continuously identify opportunities for AI\-enabled efficiency and scale **WHAT DO YOU NEED?** * 5\+ years of experience in Customer Operations, Customer Success, Support Operations, or a closely related function, preferably in a B2B SaaS environment * Proven experience designing and implementing scalable operations strategies, processes, and systems across multiple customer\-facing teams * Data analysis and integrity expertise: Demonstrated ability to source, validate, and analyze data from multiple systems, including identifying data quality issues, reconciling discrepancies across sources, and establishing trusted definitions for key metrics * AI/automation experience: Hands\-on experience implementing AI or automation solutions within a customer experience organization, measuring effectiveness, managing human\-in\-the\-loop workflows, and evaluating vendor solutions * Fluency across the modern CX tech stack \- Salesforce, Gainsight, or similar platforms * Strong understanding of key post\-sales metrics and leading indicators: GRR, NRR, churn, TTV, CSAT, AI deflection rate * Experience operating in high\-growth or startup environments where you’ve had to build structure in ambiguity * Prior customer\-facing experience (in support, success, or onboarding) is a strong plus * The soft skills to match the technical ones: you actively listen, build trust across teams, and are as comfortable in a one\-on\-one with a frontline agent as you are in a leadership review * A hands\-on builder who thrives in fast\-paced, dynamic environments and is energized by creating operational infrastructure that scales **WHAT IS IN IT FOR YOU?** * The company sponsors health insurance, long\-term disability, and life insurance. * Unlimited Paid Time Off. * 10 paid Holidays. * Paid Parental Leave. * Work Anniversary Bonus. * Participation in the Employee of the Quarter Program. * Monthly $100 Connectivity Stipend Reimbursement. * RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested. *All successful candidates must complete and pass reference and background checks.* *The desired salary must be indicated for the application to be considered.* *The pay rate is commensurate with experience and is determined on an individual basis after an interview has occurred.* *Equal Opportunity Employer – RealTime eClinical Solutions strongly values diversity and is committed to equal opportunity and non\-discrimination in all of its policies and practices, including employment.* *Your Right to Work – In compliance with federal law, all persons hired will be required to verify identity and eligibility.* *Thank you for your interest in RealTime eClinical Solutions.*