Senior Manager, CX Systems & Operations

Senior Manager, 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.

Drive self-service rate improvement across channels: target 75%+ email AI self-service and 85%+ chat self-service for DriftScope 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