CX Operations Manager

CX Operations Manager

Customer Experience · Remote (US-based) · Individual Contributor

About TaxCloud

TaxCloud is on a mission to make sales tax simpler for growing ecommerce and SaaS businesses. We work with small and mid-sized ecommerce brands that are selling on platforms like Shopify, BigCommerce, WooCommerce, and Quickbooks Online to automate their sales tax calculation, collection, and filing. With clear pricing, easy integrations, responsive U.S.-based support, and stress-free onboarding, TaxCloud helps businesses navigate sales tax with greater clarity and fewer headaches.

We’ve already helped 2,000+ ecommerce founders and their teams achieve sales tax peace of mind and are looking for our next team member to help introduce TaxCloud to even more growing businesses.

About the Role

TaxCloud is building the operational and data backbone for an AI-enabled post-sales organization, and this is the person who owns it. Across our four post-sales teams (Customer Success, Support, Filing, and Onboarding), customer-facing staff spend a large share of their time on manual work, searching multiple systems for data, and there is no single owner for the workflows, triggers, and reporting that drive retention and margin. This role changes that.

This is a hands-on, individual-contributor role by design. You'll personally build reports, configure automations, and maintain the workflows that run our post-sales motion. You’ll collaborate with CX leadership on strategy and design, and be the operator who turns that design into running, monitored systems and keeps them from breaking. You'll report to the VP of Customer Experience, and it's a deeply cross-functional seat, partnering daily with CX managers, Data, AI Operations, and go-to-market. As a foundational hire, you'll help shape a future centralized CX/Post-Sales Operations function.

What You'll Do

• Own AI workflows and automation. Build, manage, and optimize the AI-driven workflows and agents that run our post-sales motion. Operationalize the touchpoints designed by AI Operations, monitor them for breaks, and help CX managers build and maintain their own workflows with a consistent, product-design mindset across the customer journey.
• Automate filing operations/Professional services. Automate and monitor filing workflows and exception handling across a high-volume compliance function, and build and own QA in partnership with the Director of Filing, with reporting that surfaces errors and exceptions before they compound.
• Own data, health scoring, and triggers. Own customer health scoring (incorporating product-adoption and usage signals) and the triggers for churn risk and expansion, improving the model against actual outcomes. Own the CX tech stack and the feedback loop back to Databricks, and build self-serve dashboards across health, VOC, QBR reporting, retention/churn, expansion, adoption, and CSM productivity.
• Partner on planning and margin. Support capacity modeling and data-backed proposals for new service offerings, help drive down cost-to-serve and protect gross margin as we move up-market, and partner with Product and Engineering to operationalize product-usage signals into health scoring, triggers, and reporting.

What You'll Need

• 5–8 years in hands-on operations, revenue/CS operations, data/BI, or closely related role, ideally supporting customer-facing teams.
• Hands-on experience building and operating AI-driven and automated workflows, including configuring CRM or CS-platform automations and agents, using low-code / internal-tooling platforms (e.g., Retool), and standing up the monitoring that keeps them from silently breaking.
• Proficiency with SQL and a BI tool, with a track record of building reports and dashboards independently rather than waiting on another team.
• Experience building or owning customer health scoring, churn/expansion triggers, or comparable data-driven models tied to retention or expansion outcomes.
• Experience designing or iterating on and running cross-team reporting or feedback systems (e.g., VOC, escalation/QBR reporting, NPS/CSAT).
• A track record of translating between customer-facing and data/technical teams, and of standing up a process, system, or function with little existing playbook.

Bonus Points

• Experience in SaaS, e-commerce, fintech, or tax/compliance domains.
• Experience working with product teams and an understanding of PM workflows.
• Familiarity with Databricks or a similar data platform.

What Success Looks Like

In your first 6–12 months (targets set with the VP of CX at kickoff), success looks like:

• A VOC program live across all four CX orgs, with a working closed feedback loop and reporting.
• A health-scoring model in production and informing CSM prioritization, with churn-risk and expansion triggers operational.
• A measurable reduction in manual time for CSM, Onboarding, and Support against an early baseline.
• A demonstrable contribution to gross retention and a reduction in onboarding time-to-value.
• QA framework live across filing.

Compensation

We offer a competitive base salary commensurate with experience; specific range details are shared early in the interview process.

Working at TaxCloud

This is a remote role. TaxCloud is a remote-first company with team members primarily across the United States. We value async communication, trust, and ownership.

What We Offer

• Competitive base salary
• Comprehensive health coverage (medical, dental, and vision)
• 401(k) retirement plan
• Remote-first flexibility with async-friendly working norms
• Paid time off and company holidays
• Professional development and learning support

Full benefits details are shared during the interview process.

Our Interview Process

Our process is designed to be thorough and respectful of your time. Here's what to expect:

• Recruiter screen (30 min)
• Hiring manager deep dive (45–60 min)
• Practical exercise (async, time-boxed)
• Cross-functional interview (45 min)
• Optional final conversation with a CX/executive leader (45 min)

We aim to complete the process within about 2–3 weeks from your first conversation.

Equal Opportunity

TaxCloud is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic.

We encourage candidates from all backgrounds to apply, even if you don't meet every listed requirement. If this role excites you, we want to hear from you.