Senior Manager, CX Systems & Operations at Scentbird

Department: 05 Customer Experience

Setup: Remote
Type: Full-time
Level: lead/mgmt
Posted: Jun 25, 2026

Description

Scentbird is hiring a Senior Manager, CX Systems & Operations to own the backend infrastructure, automation stack, and operational health of its customer experience organization across Scentbird and Drift. The role administers enterprise CX platforms, designs routing and API-supported workflows, manages AI and self-service automation, oversees Tier II backend operations, monitors KPIs, and partners with Engineering, Product, and Operations to resolve systemic issues. It requires 7+ years of CX operations, technology, or support-systems experience, deep platform and automation expertise, and strong analytical and cross-functional communication skills. The position is remote-first and available in multiple United States states.

Required Skills

Kustomer
DigitalGenius
API integrations
Workflow automation
Jira
Subscription management
CX dashboards
Vendor management

Additional Information

Required Previous Experiences: 7+ years of experience in CX operations, CX technology, or support systems
End-to-end ownership of a CX technology stack, including platform administration, workflow architecture, vendor management, and integration oversight
Experience in high-volume direct-to-consumer, e-commerce, or subscription businesses; multi-brand experience preferred
Experience driving AI and automation self-service initiatives with measurable impact on containment rates and cost per contact
Experience bridging CX and Engineering by scoping backend fixes, writing specifications, and tracking delivery through Jira or equivalent
Preferred Qualifications: Multi-brand experience