Who You Are

As the Manager of Customer Experience Specialists, you lead the operational engine behind the Customer Success Organization (CSO). Your team serves as the frontline technical and product operations experts, providing real-time support to customer-facing teams, managing product escalations, driving bug resolution, maintaining knowledge systems, and partnering cross-functionally to improve the customer experience.

You are an operational leader, builder, and innovator who thrives on solving complex problems. You bring deep expertise in customer operations, product support, AI, and process optimization. You know how to build scalable solutions, challenge conventional ways of working, and leverage technology to improve both teammate and customer experiences.

This role goes beyond traditional people leadership. You will define the strategy, operating model, and future direction of the Customer Experience Specialist function, transforming the team from a reactive support organization into a proactive center of excellence focused on product expertise, operational excellence, and continuous innovation.
Your Success Profile
What You Will Work On
Lead the Customer Experience Specialist Function

• Lead, coach, and develop a high-performing team of Customer Experience Specialists and Senior Customer Experience Specialists.
• Foster a culture of accountability, curiosity, innovation, and continuous learning.
• Challenge and develop subject matter experts to become strategic product partners rather than reactive support resources.
• Build clear career paths, product ownership models, and development opportunities across the team.

Own Operational Excellence

• Own the operational health of the Customer Experience Specialist function supporting the Customer Success Organization.
• Establish and continuously improve standards for Slack support, escalation management, response quality, workload balancing, and cross-functional collaboration.
• Ensure the team delivers consistent, high-quality support across customer-facing channels while identifying opportunities to reduce repetitive work.
• Develop scalable operating models that enable the team to support a growing business while improving efficiency.

Lead Product & Technical Operations

• Oversee the operational partnership between Customer Success, Product, Engineering, and Technical Operations.
• Own the strategy for bug intake, prioritization, escalation, communication, and resolution alongside our Incident Management function.
• Ensure incidents are managed effectively through clear communication, operational leadership, and stakeholder alignment.
• Drive operational readiness for new product launches, feature releases, and major platform changes.
• Translate customer feedback and operational insights into recommendations that improve products and customer experiences.

Drive Knowledge Management & Self-Service

• Partner with Customer Education and Knowledge management to help set the strategy for internal knowledge management, documentation, Help Center content, playbooks, and operational guidance.
• Build scalable documentation standards that improve knowledge quality and reduce dependency on real-time Slack support.
• Partner with Enablement and Product teams to ensure information remains accurate, accessible, and actionable.
• Measure documentation effectiveness and continuously improve self-service experiences for internal teams.

Champion AI, Innovation & Automation

• Lead the adoption of AI to improve productivity, operational decision-making, and customer outcomes.
• Identify opportunities to automate repetitive workflows, streamline operations, and eliminate manual effort.
• Evaluate emerging technologies and pilot innovative solutions that improve team efficiency and business impact.
• Build scalable tooling and operational solutions that enable Customer Success teams to work smarter and faster.
• Foster a culture of experimentation where new ideas are encouraged, tested, and measured.

Transform the Operating Model

• Lead the evolution of the Customer Experience Specialist organization from reactive support to proactive product ownership.
• Reduce repetitive operational questions by improving documentation, self-service resources, automation, AI capabilities, and knowledge sharing.
• Define product domain ownership models that increase accountability and expertise across the team.
• Develop metrics that demonstrate operational maturity, efficiency, customer impact, and business value.
• Continuously evaluate processes and challenge existing ways of working to create better experiences for teammates and customers.

Build Strategic Partnerships

• Partner closely with Product, Engineering, Customer Success, Enablement, Operations, and Analytics to improve customer outcomes.
• Influence product roadmaps through operational insights and customer feedback.
• Represent Customer Experience in cross-functional initiatives, ensuring operational readiness and successful execution.
• Communicate strategy, progress, risks, and outcomes to senior leadership.

How You Will Do Your Work

As a Manager of CX Specialist, how results are achieved directly impacts your success and ultimately our success as an organization. In this role, your foundational knowledge, skills, abilities, and personal attributes are anchored in the following competencies:

• Consultative - takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening.
• Taking responsibility - being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior.
• Adaptability - the ability to adjust your approach or actions in response to changes in your external environment.
• Solution-oriented - identifies the source of a question or challenge and provides the right or a better way of doing things.
• Curious - the innate desire to learn, grow, and understand.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

• Camaraderie - Day to day, you can be seen working together toward a higher purpose. You like to have fun. You're an active listener, treat people respectfully, and have a strong desire to know and help others.
• Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You're curious, ask open questions, and are receptive to thoughts and feedback from others.
• Grit - You demonstrate grit by having the courage to commit and persevere. You're committed earnest, and dive in to get the job done well with a positive attitude.
• Integrity - Simply put, do what you say and say what you'll do. You're honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example.
• Simplicity - Be like Einstein: "Everything should be made as simple as possible, but no simpler."

Qualifications

• 4+ years of experience in Customer Experience, Customer Success, Product Operations, Customer Operations, or a related operational leadership role
• 2-3 years of experience managing high-performing teams, preferably consisting of experienced professionals or subject matter experts
• Demonstrated experience leading operational transformation initiatives and driving organizational change
• Experience leveraging AI, automation, or emerging technologies to improve team effectiveness and operational efficiency
• Proven ability to design, implement, or optimize operational workflows, tooling, or scalable customer-facing solutions
• Strong understanding of customer support operations, product lifecycle, and cross-functional collaboration with Product and Engineering teams
• Experience using data to identify opportunities, influence decisions, and measure business impact
• Excellent communication, coaching, and stakeholder management skills with the ability to influence across all levels of the organization
• Proficiency with Google Workspace, CRM platforms, customer support technologies, and workflow automation tools
• Experience with AI-enabled platforms, Zendesk, Talkdesk, Gong, Jira, Confluence, Wrangle, or similar customer operations technologies is a plus

The base wage range for this position based in our New York City Office is targeted at $109,000.00 to $136,000.00 per year.

#LI-Hybrid #LI-KC2

Actual compensation is based on multiple factors that are unique to each candidate, including and not limited to skill set, level of relevant experience, and specific work location. Salary ranges for positions based in other locations may differ based on the cost of labor in that location.

For more information about Justworks' Total Reward Philosophy, including all of the perks and benefits we are proud to offer our team members, please visit Total Rewards @ Justworks.