CX Strategy & Operations Manager LogicMonitor
Hybrid observability powered by AI.
Permanent
Austin
Remote: Not specified
104,3K to 130,3K $ a year
> 5 years
Skills we're looking for
Continuous improvement
Cross-functional team leadership
Communication skills
Analytics & Business Intelligence
Operational efficiency
+3
You'll be part of
1163 employees
Artificial Intelligence / Machine Learning
Big Data
Our take
As businesses shift from reactive to proactive monitoring, there is a need for tools which empower them to make predictions and solve problems before they start. This is what LogicMonitor supplies, through an observability platform for hybrid environments. The company's extensive product suite encompasses monitoring of all sorts, including but not limited to networks, virtual machines, databases, containers and SaaS. Each service supplies real-time insights and automated monitoring, complete with agentless architecture. LogicMonitor is held in high regard by the industry, evidenced by its namechecking in the Visionary quadrant of the Gartner Magic Quadrant 2024. It has also seen significant funding, which will support further development and growth for the business.
You'll be working on
- The Customer Experience (CX) Strategy & Operational Excellence team partners with Customer Experience leadership to support strategy execution, modernize operations, and accelerate business outcomes through data, AI, operational excellence, and cross-functional execution
- We develop scalable processes and operating rhythms, support organizational alignment, and enable Technical Support, Professional Services, and Customer Success to deliver exceptional customer outcomes while supporting LogicMonitor’s growth objectives
- The Business Strategy & Operations Manager, CX serves as a strategic business partner to Customer Experience leadership, leading and contributing to key operational initiatives that improve organizational performance, operational maturity, and executive decision making
- This role is responsible for implementing and continuously improving AI-enabled workflows, data-driven insights, standardized operating rhythms, and scalable business processes
- This individual partners closely with Technical Support, Professional Services, Customer Success, Revenue Operations, Product, Finance, and other cross-functional leaders to drive operational excellence and continuous improvement within supported Customer Experience functions
- Strategic Business Partnership:
- Serve as a Strategy & Operations partner for Technical Support and Professional Services leadership
- Translate established business priorities into scalable operational plans and solutions that improve customer outcomes and organizational performance
- Support strategic planning, quarterly business reviews (QBRs), V2MOM execution, executive reporting, and business operating cadences
- Identify operational improvement opportunities and provide recommendations to functional leadership
- Business Performance & Analytics:
- Develop and maintain KPI frameworks, executive dashboards, and forecasting models that enable data-driven decision making
- Establish trusted data sources and governance within supported Customer Experience functions
- Deliver actionable insights that support investment decisions, resource planning, and business strategy
- Coordinate operational reporting and performance reviews for executive leadership
- Professional Services Strategy & Operations:
- Partner with Professional Services leadership to improve operational maturity through forecasting, capacity planning, performance management, and standardized operating processes
- Support initiatives that contribute to service offering evolution, customer adoption, delivery consistency, and revenue growth
- Build scalable mechanisms that allow leaders to focus on customer outcomes rather than operational administration
- AI & Workflow Transformation:
- Champion AI adoption within supported Customer Experience functions by identifying opportunities to modernize workflows, automate manual processes, and improve organizational productivity
- Leverage AI to enhance reporting, documentation, analysis, planning, and operational execution
- Partner with cross-functional teams to identify emerging AI capabilities that improve customer and employee experiences
- Promote best practices and increase AI fluency across Customer Experience teams
- Operational Excellence & Program Leadership:
- Lead cross-functional strategic initiatives from concept through execution
- Standardize business processes, operating rhythms, and governance across Customer Experience
- Identify operational inefficiencies and implement scalable solutions that improve consistency and execution
- Drive continuous improvement initiatives focused on measurable business outcomes
- Executive Alignment & Cross-Functional Leadership:
- Build strong partnerships across Revenue Operations, Finance, Product, Customer Success, Sales, and Engineering
- Provide senior leaders with data, recommendations, and business insights to support decision making
- Facilitate alignment across organizations to ensure consistent execution of Customer Experience priorities
We're looking for
- Strong analytical capabilities with experience using BI platforms such as Power BI, Looker, Tableau, or similar
- Ability to influence senior leaders through data, business insights, and recommendations
- Systems thinker who proactively identifies opportunities to improve business performance
- Demonstrated ownership, curiosity, and continuous improvement mindset
- Experience defining business metrics, KPIs, forecasting models, and executive dashboards
- Highly collaborative with the ability to influence across organizations without direct authority
- Experience building scalable operational frameworks and driving organizational transformation
- 6+ years in Strategy & Operations, Business Operations, Revenue Operations, Consulting, Customer Experience Operations, or a related strategic function
- Strong strategic thinking with the ability to translate business objectives into operational execution
- Experience facilitating executive operating rhythms including QBRs, planning cycles, and business reviews
- Demonstrated ability to leverage AI to improve operational efficiency, automate workflows, accelerate analysis, and enhance decision making
- Passion for modernizing business operations through AI, automation, and emerging technologies
- Comfortable navigating ambiguity, challenging the status quo, and driving organizational change
- Demonstrated success leading substantial cross-functional initiatives without direct authority
- Experience supporting executive leadership within SaaS, enterprise software, or customer-facing organizations
- Strong written and verbal communication skills, with the ability to communicate effectively with senior and executive stakeholders