Grafana Labs
Senior Customer Experience Operations Manager (Remote, United States)
Job Description
Are you interested in partnering with technical support teams to drive customer experience improvements? Do you excel at leveraging systems, processes, and data to create meaningful impact? If so, we invite you to join our Go-To-Market (GTM) Operations team!
Grafana is seeking a CX Operations Analyst to contribute to our rapidly growing organization. In this role, you will collaborate with our Technical Support teams to analyze performance data, build and maintain customer support systems, refine operational processes, and implement strategic improvements. As an analytical problem solver, you will examine business processes and integrate diverse data sources across the technical support journey to address complex questions and develop standardized reporting. Additionally, you will manage cross-functional projects to align and optimize the experience for customers seeking technical assistance with Grafana products.
Key Responsibilities
- Serve as a strategic business partner to the Technical Support team by optimizing operational processes and workflows.
- Spearhead projects that enhance the systems and toolsets essential to improve and scale the customer support journey.
- Develop and maintain comprehensive reports and dashboards
- Synthesize data from diverse sources to extract meaningful insights and deliver actionable recommendations.
- Craft thorough documentation for systems, processes, data structures, and reporting methodologies.
- Collaborate with the finance team to refine staffing models and implement efficiency improvements.
- Investigate complex business questions across GTM functions through targeted data analysis.
- Translate findings into clear visualizations and compelling presentations for stakeholders.
- Identify improvement opportunities proactively and effectively communicate recommendations to business partners.
- Foster a culture that values data integrity, process excellence, and analytical rigor throughout the organization.
Requirements
- Minimum of 3+ years' professional experience in Customer Experience Operations and/or Customer Experience Analytics.
- Demonstrated background supporting Technical Support teams within a complex SaaS environment is essential.
- Track record of successfully leading initiatives that enhance customer experience and technical support efficiency, including implementation of AI-based solutions.
- Proficiency managing technical support platforms required, particularly Zendesk, along with familiarity with data visualization tools such as Grafana, Tableau, or Looker.
- Strong competency with spreadsheet applications, specifically Google Sheets or Microsoft Excel.
- Exceptional project management capabilities, including work planning, detail orientation, multi-tasking across concurrent projects, cross-functional collaboration, and navigating ambiguity in fast-paced environments to achieve results.
- Adept at facilitating discussions and delivering presentations to diverse audiences ranging from individual contributors to senior leadership.
- Demonstrated ability to think innovatively, independently developing and executing creative approaches to engage stakeholders and solve complex problems.
In the United States, the OTE compensation range for this role is $114,000 - 137,000 Actual compensation may vary based on level, experience, and skillset as assessed in the interview process. Benefits include equity, bonus (if applicable), and other benefits listed on our careers page.
About Grafana Labs: There are more than 20M users of Grafana, the open source visualization tool, around the globe, monitoring everything from beehives to climate change in the Alps. The instantly recognizable dashboards have been spotted everywhere from a NASA launch and Minecraft HQ to Wimbledon and the Tour de France. Grafana Labs also helps more than 3,000 companies -- including Bloomberg, JPMorgan Chase, and eBay -- manage their observability strategies with the Grafana LGTM Stack, which can be run fully managed with Grafana Cloud or self-managed with the Grafana Enterprise Stack, both featuring scalable metrics (Grafana Mimir), logs (Grafana Loki), and traces (Grafana Tempo).
Grafana Labs
Grafana is the open source analytics & monitoring solution for every database.
See more jobsSafe Remote Job Search Tips
Verify Employer Thoroughly
Research the company's identity thoroughly before applying. Check for a professional website with contacts, active social media, and LinkedIn profiles. Verify details across platforms and look for reviews on Glassdoor or Trustpilot to confirm legitimacy.
Never Pay to Get a Job
Legitimate employers never require payment for applications, training, background checks, or equipment. Always reject upfront payment requests or demands for bank details, even if they claim it's for purchasing necessary work gear on your behalf.
Safeguard Your Personal Information
Protect sensitive data like SSN, bank details, or ID copies. Share this only after accepting a formal, written job offer. Ensure it's submitted via a secure company system or portal, never through insecure channels like standard email attachments.
Scrutinize Communication & Interviews
Watch for communication red flags: poor grammar, generic emails (@gmail), vague details, or undue pressure. Be highly suspicious of interviews held only via text or chat apps; legitimate companies typically use video or phone calls.
Beware of Unrealistic Offers
If an offer's salary or benefits seem unrealistically high for the work involved, be cautious. Research standard pay for similar roles. Offers that appear 'too good to be true' are often scams designed to lure you into providing information or payment.
Insist on a Formal Contract
Always secure and review a formal, written job offer or employment contract before starting work or sharing final personal details. Ensure it clearly defines your role, compensation, key terms, and conditions to avoid misunderstandings or scams.