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Senior Manager, CX Operations

June 2, 2026

At ClickUp, we’re not just building software. We’re architecting the future of work! In a world overwhelmed by work sprawl, we saw a better way. That’s why we created the first truly converged AI workspace, unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI, empowering millions of teams to break free from silos, reclaim their time, and unlock new levels of productivity. At ClickUp, you’ll have the opportunity to learn, use, and pioneer AI in ways that shape not only our product, but the future of work itself. Join us and be part of a bold, innovative team that’s redefining what’s possible! 🚀We're looking for a Senior Manager, CX Operations to join our team as the trusted business partner to our global Head of Support and CX. The ideal candidate will be an AI-native, data-driven operator who thrives in solving complex problems and delivering the best possible customer experience. The Senior Manager will focus on Support functions spanning day to day customer touchpoints, white glove dedicated service models, customer retention activities, product feedback loops, and proactive customer adoption and expansion playbooks. You will drive the rhythm of business for our Support leadership by unlocking data insights, inspecting performance, forecasting customer needs and internal capabilities, and influencing strategic decisions. You'll also continuously innovate and enhance our technology automation and AI solutions to deliver compelling customer support experience at global scale. This role will represent our stakeholder teams in cross-company projects and initiatives centered on accelerating customer growth and revenue retention while maintaining operational efficiency.This CX Operations leadership role is a career-defining opportunity to join a hyper-growth, industry-defining innovator and shape a function that will have a wide-reaching impact across our company and our customers. We're in need of a highly driven builder to blend strategic planning with rigorous execution across all aspects of our business processes, achieving operational excellence through automation and AI. If this sounds like the next adventure for you, please apply now!About the role<ul style="min-height:1.5em"><li>Identify operational bottlenecks and design scalable solutions by utilizing a mix of process improvements, automation, and AI-driven tools to revolutionize our critical business processes and increase team productivity</li><li>Extract key business insights from qualitative and quantitative data, identify risks and opportunities and create programs to mitigate long-term issues and drive more revenue and higher customer retention</li><li>Promote a culture and methodology for rapid innovation and experimentation across playbooks to drive customer retention and expansion outcomes via the support experience</li><li>Drive the adoption of new tools and processes, including AI and automation platforms, to drive productivity</li><li>Synthesize the customer support experience and overall trends to drive cross-functional alignment with teams including Sales, Product & Engineering, Customer Success, and Finance</li><li>Lead and execute strategic initiatives to optimize and transform customer experience and internal collaboration processes</li><li>Drive annual planning, budgeting, capacity modeling, forecasting, and monthly/quarterly business review functions</li></ul>About you<ul style="min-height:1.5em"><li>8+ years in an Operations and/or Strategy role focused on Customer Support, Customer Experience, Customer Success, or similar functions</li><li>Deep knowledge of support methodology, processes, tools, and metrics</li><li>Track record of leading technology-enabled business process transformations, with an emphasis on strategic application of AI (e.g., ChatGPT, Claude, Gemini) and automation tools and techniques (e.g., Retool, Zapier, Make)</li><li>Expert in managing and analyzing data, including building ad hoc reports and spreadsheet models as well as leveraging business intelligence tools to create executive dashboards</li><li>Experience with managing budgets, running a forecasting cadence, and performing variance analysis</li><li>Effective at engaging and influencing executive stakeholders, building consensus, and driving collaborative change</li><li>Demonstrated leadership role in building/scaling teams and workflows, preferably in a customer-facing or operations function</li><li>Direct experience with a SaaS business model, customer journey and core KPIs in a high-growth, global environment</li><li>Proficient with Salesforce, ClickUp, ZenDesk or comparable platforms</li><li>Strategic thinker with a bias for action—hands-on, scrappy, and able to take projects to the finish line</li><li>Exhibits extreme accountability and ownership, with an obsession for continuous improvement and mastery of your craft</li></ul> Unsure if you meet all the qualifications of this job description but are deeply excited about the role? We hire based on ambition, grit, and a passion for improving the way people work. If you think ClickUp is the company for you, we encourage you to apply!At ClickUp, we assess every candidate based on the potential impact they can have. We hire the best people for the job and support each person’s journey to build their boldest career.Equal Opportunity Employer ClickUp is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.Privacy NoticeClickUp collects and processes personal data in accordance with applicable data protection laws. You can find further details by viewing our <a target="_blank" rel="noopener noreferrer nofollow" href="https://clickup.com/careers-terms/candidate-privacy-notice">Global Candidate Privacy Notice.</a>If you are a Philippine Job Applicant, please also see our <a target="_blank" rel="noopener noreferrer nofollow" href="https://t333.s.clickup-attachments-stg.com/t333/d9a53ce2-6d2c-48cd-84b1-ed4e525f9613/Philippine%20Data%20Privacy%20Notice_2024.pdf?view=open">Philippine Data Privacy Notice</a> for further details.Visa SponsorshipPlease note we are unable to sponsor or take over sponsorship of an employment visa for roles outside of engineering and product at this time. Sponsorship for engineering and product roles is not guaranteed, but is instead based on the business needs for that specific role at that time. Please reach out to the recruiter with any questions.Fraud AlertClickUp Talent Acquisition will only initiate contact via an @<a target="_blank" rel="noopener noreferrer nofollow" href="http://clickup.com">clickup.com</a> email or through our official careers portal on <a target="_blank" rel="noopener noreferrer nofollow" href="http://clickup.com">clickup.com</a>. We will never request fees, payments, or sensitive personal information. Please disregard any offers received outside these channels and report them to support@clickup.com.AI Processing NoticeClickUp may use artificial intelligence and machine learning technologies to help review and screen candidates' employment applications against role-related criteria. These tools support, but do not replace, human decision‑making. If you have questions or need an accommodation in the recruitment process, please contact us at AskPeople@ClickUp.com.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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