Senior Customer Experience Operations Specialist

It’s a new day with a new opportunity at 8am! About the role: 8am is looking for a technically-minded, senior individual contributor to drive new CX roadmap initiatives and automation from idea through delivered, working systems. This is a hands-on builder role, you scope ambiguous, early-stage ideas from stakeholders across CX, BI, Sales, and Marketing into concrete, buildable project plans, then personally build the automation, workflow, or integration that brings each one to life. You bring the same technical depth to new builds as to existing systems: when a workflow underperforms, you know why, and you can write the ticket or rebuild the logic yourself. But the core of this role is forward-looking, identifying where new automation and AI can create leverage across the CX org, scoping it, and shipping it. You partner directly with Business Systems and Engineering on infrastructure-level builds, and with BI, Customer Operations, Sales, Finance, and Marketing to make sure new projects solve the right cross-functional problem from the start. About us: At 8am, our vision is to power a world where professionals thrive. We start every day on a mission to empower professionals with the most trusted, innovative technology to deliver world-class outcomes for their clients and exceptional financial results for their business. They count on our purpose-built solutions to simplify operations, ensure compliance, and fuel profitable growth, so they can focus on their clients and do more of the work that matters. Founded in 2005, 8am™ (formerly AffiniPay) is the professional business platform built to help legal, accounting, and other client-focused professionals run stronger, more profitable businesses. Today, more than 250,000 professionals across the U.S. trust 8am to help them work smarter, serve clients better, and unlock their full potential. We have been recognized as one of Inc 5000’s fastest growing companies in the U.S. for 13 years in a row, and as a result, our teams continue to grow as well! What you’ll do: Identify where new automation and AI can create leverage across the CX org, and scope early-stage ideas from stakeholders across CX into concrete, buildable project plans Partner directly with Business Systems and Engineering on infrastructure-level builds for new initiatives, ensuring new projects solve the right cross-functional problem from the start Bring technical depth to existing systems (e.g. Salesforce, Intercom) as needed, diagnosing underperforming workflows, writing developer-ready tickets, and rebuilding automation or routing logic when required Partner with Enablement to increase adoption of new workflows and automations, training, documentation, and change management for end users Convert CX data (NPS/CSAT, retention, support and success metrics) into actionable recommendations for leadership Maintain clear, current visibility into initiative status, risks, and dependencies for stakeholders, surfacing issues before they escalate Operate as a self-directed driver on assigned initiatives, surfacing blockers and aligning stakeholders without needing to be chased About you: 4-6+ years of experience in Customer Success/Experience Operations, Revenue Operations, or Business Operations Demonstrated ownership of a program or metric outcome, not process facilitation alone, in a B2B SaaS environment Proficiency with Salesforce and Intercom as an advanced user, able to build reports, dashboards, in-app messaging, surveys, and workflow automations Self-directed and outcome-driven, able to move roadmap projects forward without heavy oversight Strong written and verbal communication skills Comfort operating within evolving or undefined processes Preferred: Salesforce Administrator certification, Intercom experience, survey-building tools (e.g., Delighted, Qualtrics, or similar), in-app messaging platforms, hands-on experience applying AI tools to operational workflows. SQL or BI tool proficiency. Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation. Additional Information The annual salary range for this position is $90,000 to $110,000. The salary range for performing this role outside of the US / Austin / California may differ. 8am is committed to offering competitive, fair and commensurate compensation and has provided an estimated pay range for this role. Actual compensation may vary based on job-related knowledge, skills, experience and education. Why 8am: At 8am, our culture is shaped by the people who bring it to life every day. Together, we build a company rooted in continuous learning, genuine community, holistic wellness, and meaningful engagement—values that empower us as individuals and unite us as a team. Our culture is grounded in our core values: Work Smart, Win Fast ; Outshine Ordinary , and We Find a Way . These values drive how we serve our customers and work with each other in a collaborative, inspiring, and empowering environment, every day. Here’s how we support our 8Team: Health Insurance Coverage: We offer our 8Team a variety of medical, dental, and vision plans, designed to fit your needs, including a 100% company-paid HDHP plan for employees. Financial perks: We offer a competitive compensation and benefits package including annual bonuses, equity options and 401(k) or RRSP if in Canada, with a company match for all team members. Time for what matters: Flexible Time Off, paid holidays, and a parental leave program for our new parents. Wellness: Wellness stipends, mental health support, and one-on-one nutrition coaching. Learning and Development: Continuous learning through 8am.edu, leadership programs, professional development funds, and individually focused talent development. Giving back to the communities around us: Participate in our charitable matching gift program, paid time off for volunteer service, and company-sponsored volunteer events (both local and virtually). Engagement: Virtual and in-person team-building events, quarterly award recognition through our Rise & Shine Award of Excellence Program, and our peer-to-peer appreciation platform. At 8am, we don’t just offer benefits - we create an environment where people can thrive, grow, and make a real impact every day. Diversity, equity & inclusion at 8am: At 8am, we recognize that innovation occurs with a strong team of people who are diverse in background, personality, talent and ideas. Experience comes in many forms and ensuring a diverse and inclusive workplace where we continue to learn from each other is an integral part of our culture. We are committed to creating a welcoming and transparent environment for all that embraces those differences through education, equal access to opportunities and information, inclusionary programs, and community outreach. Security advisory: Our hiring teams at 8am are dedicated to recruiting top talent that share our passion for serving the professional services industry through innovative financial technology. As such, our Talent Acquisition Team only follows legitimate hiring practices. We will always communicate with our candidates using emails with the 8am domain and will never ask for sensitive/personal data during the application process. All interviews take place over phone call, Zoom/Google Meet or in person. All offers are communicated verbally by our Talent Acquisition Specialists with a written offer letter as a follow up.