Senior Customer Experience(CX) Automation Specialist

YOUR ROLE

As the Customer Experience Program Manager, you will be responsible for driving operational excellence across the customer journey by leveraging data, automation, and strategic insight. You’ll play a vital role in optimizing internal tools, processes, and metrics that empower our customer-facing teams and ultimately improve customer satisfaction. You will report to the Senior Director of Customer Experience and Strategy, who fosters a collaborative and transformation-driven leadership style.

YOUR IMPACT

To succeed in this role, you should be passionate about creating frictionless operations to improve the SolarWinds customer experience. You will have the following responsibilities

• Use metrics, analytics, and feedback loops to identify friction points and continuously improve CX operations at scale.
• Drive improvements in processes, systems, and tooling to support customer satisfaction and internal efficiency as SolarWinds continues to grow.
• Uncover actionable insights from NPS and other customer data to inform CX strategy and prioritize high-impact initiatives. Continuously identify new problem statements, identify key customer pain points, deep dive into data, come up with robust analysis and propose solutions to improve customer experience.
• Identify gaps and inefficiencies in internal tools and workflows; lead cross-functional projects to implement solutions.
• Partner with engineering and Salesforce teams to scope, prioritize, and implement automation and process enhancements.
• Evaluate and implement new enablement technologies that streamline operations and enhance team productivity.
• Design and document scalable internal workflows and reporting mechanisms that drive business value.
• Collaborate with CX leadership to gather, structure, and interpret data for strategic planning and decision-making.
• Stay informed of industry best practices, trends, and tools to innovate CX operations continuously.

YOUR EXPERIENCE

• 3+ years of experience in operations, customer experience, or a related role—driving measurable improvements in process, tooling, and customer outcomes.
• Proven ability to turn data into actionable insights using analytics, dashboards, and voice-of-customer metrics such as NPS.
• Demonstrated experience implementing business solutions and automation in Salesforce and related platforms.
• Strong project management skills, with the ability to prioritize effectively and deliver results on time.
• A Bachelor’s degree in engineering, business, or a related field (MBA preferred).
• Excellent communication and stakeholder management skills, with experience influencing across global, matrixed organizations.
• A collaborative mindset with the ability to work cross-functionally with customer success, engineering, sales, and product teams.