Senior Manager, Customer Service

Senior Manager Of Cx Systems & Operations

Scentbird is looking for a technically-minded Senior Manager of CX Systems & Operations to own the backend infrastructure, automation stack, and operational health of our customer experience org across Scentbird and Drift.

This is not a traditional CX leadership role. The core of this position is systems ownership — platform administration, AI/automation optimization, API-supported workflow design, data reporting, and deep technical partnership with Engineering, Product, and Operations. You are the person who knows why a DigitalGenius flow is underperforming, can write the Jira ticket that explains it to a developer, and can rebuild the Kustomer routing logic to fix it. You bring operational rigor and technical depth, and you use both every day.

What You'll Own

CX Platform Administration & Systems Ownership

• Serve as primary owner and administrator of the full CX tech stack: Kustomer, DigitalGenius, StellaConnect/Medallia, Sprout Social, and Trustpilot
• Own workflow architecture in Kustomer — routing rules, SLA policies, conversation attributes, queue logic, team assignments, and macro management
• Lead evaluation, configuration, and rollout of platform changes, new integrations, and tooling upgrades across both brands
• Manage CX readiness for backend platform migrations (e.g., Recurly subscription management transition) including agent tooling, SOP updates, and data integrity checks
• Own the technical relationship with platform vendors — escalate bugs, track resolution, and hold vendors accountable to SLAs
• Oversee marketplace channel integrations: Amazon Storefront and TikTok Shop support queues for Drift and Scentbird

AI, Automation & Self-Service — Deep Ownership

• Own DigitalGenius end-to-end: flow architecture, intent library management, escalation logic, agent handoff configuration, and response quality standards
• Audit flows systematically — identify incorrect, incomplete, or outdated AI responses and own the fix process from diagnosis through deployment
• Analyze containment and escalation data to pinpoint where automation breaks down and reduce unnecessary agent handoffs
• Drive self-service rate improvement across channels: target 75%+ email AI self-service and 85%+ chat self-service for Drift
• Scope and roadmap API-supported automation expansions — identify where additional integrations (subscription management, order data, billing APIs) can allow AI to resolve more contact types without agent involvement
• Partner with Engineering and Product to write clear, actionable specs for backend automation improvements and track them through delivery
• Monitor automation performance weekly; report on self-service rate, auto-resolution rate, escalation accuracy, and flow coverage gaps

Backend Operations & Tier II Oversight

• Oversee Scentbird Tier II operations across all owned brands: Scentbird, Scentbird Society, Deck of Scarlet, Confessions of a Rebel, Sanctuary, and Goodhabit
• Own the operational management of complex, backend-driven contact types: bad address resolution, backorder workflows, item-not-available handling, error order correction, and billing/subscription escalations
• Identify systemic operational failures driving contact volume — bad data, platform bugs, subscription errors — and partner with Engineering and Ops to resolve at the root
• Serve as the CX escalation point for Jira-tracked bugs and platform issues that require Dev or Product intervention
• Build and maintain SOPs for all Tier II and backend processes; ensure documentation is current, accessible, and agent-ready

Drift CX Operations

• Oversee Drift CX operations across email, private social DMs, public social comments, Amazon, TikTok Shop, and Trustpilot
• Partner with the Drift Team Lead on operational performance, escalation handling, and channel coverage
• Own Drift-specific platform configuration in Kustomer and DigitalGenius, including any Drift-specific routing, automation flows, and integration points
• Monitor and hold team accountable to Drift KPIs: CSAT 4.8, NPS 60, FRT <10h, resolve time <24h, cost per contact

Reporting, Analytics & Business Visibility

• Own weekly and monthly CX KPI reporting for both Drift and Scentbird — volume, CSAT, NPS, FRT, resolution time, automation rate, cost per contact, and productivity
• Build and maintain dashboards and reporting frameworks that surface operational trends, risks, and opportunities to leadership
• Prepare ad hoc executive reporting on escalations, refund trends, fraud patterns, AI performance, backorders, and systemic operational gaps
• Translate raw CX data into clear executive narratives with findings, business impact, and prioritized recommendations
• Maintain monthly CX budget tracker and provide spend visibility across platforms and headcount

Team & Operational Oversight

• Drive cross-functional alignment with Engineering, Product, and Operations on customer-impacting issues and systemic fixes
• Ensure SOPs across both teams are technically accurate, current, and reflective of platform and automation changes

What We're Looking For

Experience & Background

• 7+ years in CX operations, CX technology, or support systems — with demonstrated depth in backend platforms and automation, not just team management
• Proven ownership of a CX tech stack end-to-end: platform administration, workflow architecture, vendor management, and integration oversight
• Background in high-volume DTC, e-commerce, or subscription businesses; multi-brand experience strongly preferred
• Track record of driving AI and automation self-service initiatives with measurable impact on containment rates and cost per contact
• Experience as a technical bridge between CX and Engineering — scoping backend fixes, writing specs, tracking delivery through Jira or equivalent

Systems & Technical Depth — Non-Negotiable

• Expert-level knowledge of Kustomer or equivalent enterprise helpdesk platform: routing architecture, SLA configuration, queue logic, workflow automation, and reporting
• Deep hands-on ownership of AI/automation platforms (DigitalGenius, Forethought, Intercom, or equivalent) — you have built flows, managed intent libraries, configured escalation logic, and diagnosed performance failures yourself
• Strong fluency with API integrations and how they power CX automation — able to scope technical requirements, write actionable engineering specs, and evaluate feasibility without writing code
• Experience with subscription management platforms (Recurly, Recharge, or equivalent) and their CX workflow implications
• Proficiency with Jira or equivalent for bug tracking, engineering escalation, and technical project management
• Strong analytical capability: building CX dashboards, modeling contact volume and automation trends, and presenting data-driven findings to senior leadership
• Familiarity with social support tooling (Sprout Social or equivalent) and marketplace channel integrations (Amazon Seller Central, TikTok Shop)

How You Work

• Systems-first thinker — you build scalable, documented processes, not one-off workarounds
• High ownership mentality — you don't wait for someone else to notice a broken flow, a missing SOP, or an underperforming intent
• Strong written communicator — your Jira tickets are precise, your executive summaries are sharp, and your technical documentation is actually usable
• Comfortable operating at both the architecture level and the hands-on fix level in the same day
• Natural cross-functional partner — Engineering, Product, and Operations trust you to represent CX with technical credibility