Senior Customer Experience Operations Specialist

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 ing AI tools to operational workflows. SQL or BI tool proficiency.
- Demonstrated experience leveraging AI t