What are the responsibilities and job description for the Senior Manager - Customer Experience Operations - Austin, Texas position at ROLLER?
ROLLER is a global software-as-a-service company designed to help businesses in the leisure and attractions industry operate more efficiently and deliver great guest experiences. ROLLER helps its customers offer amazing guest experiences through a full suite of venue management features. We are a fast-growing global company with customers in over 30 countries and a wide array of industries like theme parks, museums, zoos, trampoline parks, water parks, aquariums, and wake parks - to name a few!
At the heart of ROLLER is our team, which consists of 150 highly energetic, driven, intelligent, and humble professionals, all contributing to help build a great and enduring business. We truly believe that the sky's the limit for us, and we are well on our way toward becoming a global success story. But most of all, we love what we do, have a great time doing it, and are looking for like-minded people to join us on this amazing journey!
About the Role
The Senior Manager - Customer Experience Operations will lead the development and execution of a comprehensive customer success operations strategy to optimize performance across the post-sales client lifecycle and customer journey. This role is responsible for aligning departmental efforts to drive sustained revenue growth through scalable processes, automation, data-driven insights, and cross-functional collaboration. Continuous monitoring and improvement of operational efficiency will ensure optimized customer experiences and maximized revenue streams.
The ideal candidate will possess a strategic mindset to navigate a fast-paced and evolving market, driving sustainable growth and fostering accountability. This role requires cross-functional leadership, process design expertise, and the ability to mentor the Customer Experience team and others to enhance overall performance. Collaboration across departments will be key to seamlessly integrating revenue initiatives into the company's strategic framework.
Responsibilities
Cross-Department Collaboration : Coordinate closely with Product Development and other departments to ensure alignment and integration of all revenue initiatives.
Client & Partner Relationships : Cultivate strong relationships with clients, partners, and industry influencers to drive long-term business growth and foster collaborative opportunities.
- CX Operations Strategy : Collaborate with Customer Experience Leadership to develop and implement a data-driven strategy that aligns with company goals for Net Revenue Retention, operational efficiency, and an enhanced customer experience.
- Process Optimization : Design, refine, and implement scalable processes to improve operational efficiency and align workflows with long-term growth strategies.
- Technology & Tools Strategy : Partner with the broader GTM team to optimize systems (Salesforce, Service Cloud, Looker, Gong, etc.) and CX-related technologies, ensuring these tools support customer onboarding, retention, expansion, and streamlined success management.
- Data Analysis & Reporting : Track KPIs to monitor progress toward net revenue retention goals, providing data-driven insights and recommendations to leadership for informed decision-making.
- Customer Engagement & Retention : Develop and execute strategies to enhance customer engagement, satisfaction, and retention; collaborate with Sales and Customer Success teams to address customer pain points and improve service delivery.
- Expansion Strategy : Identify new markets and develop comprehensive market entry strategies, ensuring seamless execution of revenue growth initiatives in collaboration with internal teams.
- Cross-Department Collaboration : Coordinate closely with Product Development and other departments to ensure alignment and integration of all revenue initiatives.
- Client & Partner Relationships : Cultivate strong relationships with clients, partners, and industry influencers to drive long-term business growth and foster collaborative opportunities.
About You
As the Customer Experience Operations Sr. Manager, you bring a strategic mindset and a proactive approach to optimizing the entire post-sales customer journey. You're skilled at aligning teams and processes to drive revenue growth, using scalable operations, automation, and data insights to elevate performance. Navigating a fast-paced, evolving market is second nature to you, and you balance high-level strategy with hands-on process design to ensure operational efficiency and outstanding customer experiences.
Beyond your expertise in customer success, you are a collaborative leader who fosters accountability and growth within your team. Your mentoring skills and ability to work seamlessly across departments allows you to integrate revenue initiatives into the company's broader goals, creating a cohesive, growth-oriented environment.
What you bring
Perks!
What You Can Expect
Successful applicants will be required to complete a background check (including criminal history) prior to commencement of employment #LI-hybrid
Salary : $120
