Senior Manager, CX Business Operations

About Remote

Remote is solving modern organizations’ biggest challenge – navigating global employment compliantly with ease. We make it possible for businesses of all sizes to recruit, pay, and manage international teams. With our core values at heart and future focused work culture, our team works tirelessly on ambitious problems, asynchronously, around the world. You can find Remoters working from 6 different continents (Antarctica left to go!) and all of our positions are fully remote.

We encourage every member of the Remote team to bring their talents, experiences and culture to the table to help us build the best-in-class HR platform.   If you are energetic, curious, motivated and ambitious, be part of our world. Apply now and define the future of work!

What This Job Can Offer You

Remote is scaling rapidly, and we’re seeking a Senior Manager for CX Business Operations to lead the charge in driving our Customer Experience (CX) Operations to new heights. You will play a critical role in overseeing our tooling and enablement strategy, ensuring CX and our wider Operational teams, are empowered to deliver exceptional experiences. This position offers a seat at the Senior Leadership CX table, contributing to high-level decisions that will enhance operational delivery, efficiency, and innovation across the organisation.

What You Bring

• Proven senior leadership experience in CX operations, customer enablement, or strategic leadership within fast-growing organisations.
• Proven experience managing CX tooling and systems, including Zendesk and Customer Success platforms (e.g. Vitally), as well as broader CS operations, and enablement
• Proven experience in leading high-performing teams, with a focus on setting expectations, monitoring performance, and developing team members to reach their full potential.
• Strong interpersonal and communication skills with experience engaging with stakeholders across all levels, including senior executives.
• Ability to work autonomously, prioritise effectively, and drive complex projects to completion in a remote and distributed environment.
• A metrics-driven mindset with the capability to define, measure, and improve operational success metrics.
• Experience in Human Resources / Employee of Record (EOR) or SaaS industries is highly valued.
• Writes and speaks fluent English
• It's not required to have experience working remotely, but considered a plus

Key Responsibilities

• Tooling & Enablement Leadership: Oversee CX tooling strategy and execution, including Zendesk and Customer Success platforms, ensuring systems are optimised, adopted, and continuously improved.
• Operational Leadership: Manage optimise and enable CX and wider operational teams to deliver best-in-class customer experiences delivery.
• Team Development: Set clear expectations, provide consistent feedback, and guide team members’ growth through mentorship and structured performance management. Foster a culture of accountability, collaboration, and continuous improvement within a globally distributed team.
• Program Ownership: Lead and be accountable for large, cross-functional initiatives that improve the efficiency, scalability, and effectiveness of CX tools and enablement processes.
• Cross-Functional Collaboration: Partner closely with Product, Engineering, Support, and other teams to drive alignment and deliver operational enhancements through collaborative initiatives.
• Stakeholder Engagement: Build relationships with senior leaders and key stakeholders, securing buy-in, aligning goals, and ensuring transparent communication.
• Innovation and Continuous Improvement: Drive a culture of continuous improvement by identifying process gaps, implement innovative solutions, and leveraging data and insights to elevate customer interactions and team performance.
• Change Management and Adoption: Lead change initiatives to integrate new processes, tools, and best practices, ensuring smooth adoption and maximising impact.
• Metrics and Impact Measurement: Define and track key success metrics for operational and programmatic initiatives, ensuring they drive measurable improvements aligned with Remote’s objectives.

Practicals

• You'll report to: Senior Director, CX Strategy & Business Operations
• Team: [Customer Experience] - [CX Operations]
• Team size:5
• Location: EMEA
• Start date: As soon as possible

Remote Compensation Philosophy

Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries.

At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce.  We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hiring globally.

The base salary range for this full-time position is $58,000 USD to $130,550 USD. Our salary ranges are determined by role, level and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range may be subject to change.

 

At Remote, we foster internal mobility as a key element of our culture of employee growth and development, supported by a compensation philosophy that guarantees pay equity and fairness. Therefore, all compensation changes associated with an internal move will be reviewed by the Total Rewards & People Enablement team on a case by case basis.

Application Process

1. Interview with recruiter
2. Interview with future manager
3. Interview with team members (no managers present)
4. Bar Raiser Interview
5. Prior employment verification check 

#Li-Dnp

Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries.

At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce.  We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hiring globally.

Our salary ranges are determined by role, level and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range may be subject to change.

At Remote, we foster internal mobility as a key element of our culture of employee growth and development, supported by a compensation philosophy that guarantees pay equity and fairness. Therefore, all compensation changes associated with an internal move will be reviewed by the Total Rewards & People Enablement team on a case by case basis.

The annual salary range for this full-time position is$58,000—$130,550 USD

Benefits

Our full benefits & perks are explained in our handbook at remote.com/r/benefits. As a global company, each country works differently, but some benefits/perks are for all Remoters:

• work from anywhere
• flexible paid time off
• flexible working hours (we are async)
• 16 weeks paid parental leave
• mental health support services
• stock options
• learning budget
• home office budget & IT equipment
• budget for local in-person social events or co-working spaces

How You’Ll Plan Your Day (And Life)

We work async at Remote which means you can plan your schedule around your life (and not around meetings). Read more at remote.com/async.

You will be empowered to take ownership and be proactive. When in doubt you will default to action instead of waiting. Your life-work balance is important and you will be encouraged to put yourself and your family first, and fit work around your needs.

If that sounds like something you want, apply now!

How To Apply

1. Please fill out the form below and upload your CV with a PDF format.
2. We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote.
3. If you don’t have an up to date CV but you are still interested in talking to us, please feel free to add a copy of your LinkedIn profile instead.

We will ask you to voluntarily tell us your pronouns at interview stage, and you will have the option to answer our anonymous demographic questionnaire when you apply below. As an equal employment opportunity employer it’s important to us that our workforce reflects people of all backgrounds, identities, and experiences and this data will help us to stay accountable. We thank you for providing this data, if you chose to.

Please note we accept applications on an ongoing basis.