Manager, Customer Experience Specialist
About the role
The Manager of Customer Experience Specialists leads the operational engine behind the Customer Success Organization (CSO). This role involves leading, coaching, and developing a high-performing team of Customer Experience Specialists and Senior Customer Experience Specialists. The manager fosters a culture of accountability, curiosity, innovation, and continuous learning, challenging and developing subject matter experts to become strategic product partners.
Responsibilities
Lead the Customer Experience Specialist Function: Develop clear career paths, product ownership models, and development opportunities across the team.
Own Operational Excellence: Establish and continuously improve standards for Slack support, escalation management, response quality, workload balancing, and cross-functional collaboration.
Own Product & Technical Operations: Own the strategy for bug intake, prioritization, escalation, communication, and resolution alongside our Incident Management function.
Drive Knowledge Management & Self-Service: Build scalable documentation standards that improve knowledge quality and reduce dependency on real-time Slack support.
Champion AI, Innovation & Automation: Identify opportunities to automate repetitive workflows, streamline operations, and eliminate manual effort.
Transform the Operating Model: Reduce repetitive operational questions by improving documentation, self-service resources, automation, AI capabilities, and knowledge sharing.
Build Strategic Partnerships: Partner closely with Product, Engineering, Customer Success, Enablement, Operations, and Analytics to improve customer outcomes.
Requirements
4+ years of experience in Customer Experience, Customer Success, Product Operations, Customer Operations, or a related operational leadership role.
2–3 years of experience managing high-performing teams, preferably consisting of experienced professionals or subject matter experts.
Demonstrated experience leading operational transformation initiatives and driving organizational change.
Proven ability to design, implement, or optimize operational workflows, tooling, or scalable customer-facing solutions.
Strong understanding of customer support operations, product lifecycle, and cross-functional collaboration with Product and Engineering teams.
Experience using data to identify opportunities, influence decisions, and measure business impact.
Excellent communication, coaching, and stakeholder management skills with the ability to influence across all levels of the organization.
Proficiency with Google Workspace, CRM platforms, customer support technologies, and workflow automation tools.
Qualifications
Proven ability to leverage AI, automation, or emerging technologies to improve team effectiveness and operational efficiency.
Experience with AI-enabled platforms, Zendesk, Talkdesk, Gong, Jira, Confluence, Wrangle, or similar customer operations technologies is a plus.
Benefits
At Justworks, we offer a comprehensive benefits package designed to support your well-being and financial security. This includes:
Comprehensive medical, dental, and vision insurance plans.
Flexible spending accounts (FSAs) for healthcare and dependent care expenses.
Retirement savings plans with employer contributions.
Generous paid time off, including vacation, sick leave, and holidays.
Employee assistance programs (EAP) for mental health support.
Discounts on various services and products.
Regular team-building activities and events.
Pay
The base wage range for this position based in our New York City Office is targeted at $109,000.00 to $136,000.00 per year. Actual compensation is based on multiple factors that are unique to each candidate, including and not limited to skill set, level of relevant experience, and specific work location. Salary ranges for positions based in other locations may differ based on the cost of labor in that location.
Schedule
This role offers a flexible schedule to accommodate the needs of both the employee and the business.