Lead, Customer Insights & Experience

As a Customer Experience Manager at SolarWinds, your role is crucial in driving operational excellence across the customer journey by leveraging data, automation, and strategic insight. You will play a key part in optimizing tools, processes, and metrics to empower customer-facing teams and enhance overall customer satisfaction. Reporting to the Senior Director of Customer Experience and Strategy, you will thrive in a collaborative and transformation-driven environment. **Key Responsibilities:** - Use metrics, analytics, and feedback loops to identify friction points and improve CX operations. - Enhance processes, systems, and tools to support customer satisfaction and internal efficiency. - Uncover actionable insights from NPS and customer data to inform CX strategy and initiatives. - Identify gaps in tools and workflows; lead cross-functional projects to implement solutions. - Collaborate with engineering and Salesforce teams on automation and process improvements. - Evaluate and implement new technologies to streamline operations and boost productivity. - Design and document scalable workflows and reporting mechanisms that drive business value. - Work with CX leadership to gather and interpret data for strategic planning and decision-making. - Stay informed of industry best practices, trends, and tools to innovate CX operations. **Qualifications:** - 5+ years of experience in operations or customer experience, with a focus on process and customer outcomes. - Ability to turn data into actionable insights using analytics and voice-of-customer metrics. - Experience implementing solutions and automation in Salesforce and related platforms. - Strong project management skills, with the ability to prioritize and deliver results. - Bachelor's degree in engineering, business, or related field (MBA preferred). - Excellent communication and stakeholder management skills in a global, matrixed organization. - Collaborative mindset with the ability to work cross-functionally with various teams.,