Customer Experience Communications Operations Manager, Benchling

• 8+ years in customer communications operations, incident or change management, or a comparable operations role in B2B SaaS, ideally at a continuous-release software company
• Track record of building tiered, repeatable processes, clear RACIs, and performance dashboards
• Experience getting results through other teams: you define the standard, enable the people who execute it, and hold the bar without absorbing the work yourself
• Editorial judgment strong enough to set the bar for others. You can read a draft about a dense technical change or an unfolding incident and tell whether it is clear, accurate, and appropriately scoped for a busy scientific audience
• Comfort operating against contractual notification obligations and in regulated or validated customer environments
• Hands-on experience across a modern customer stack, for example Salesforce, Zendesk, Gainsight, a status or incident tool, BI and reporting tools, and email or marketing automation
• You use AI tools in your daily work and actively look for ways to apply them to comms triage, drafting, audience targeting, and performance analysis

Desirable

• Own the incident communications framework: the severity model, playbooks, approved templates, and structure that let any qualified team send accurate customer comms at any hour
• Hold accountability for coverage, quality, timeliness, and contractual notification windows across all external incident communications, and keep delivery auditable
• Run a single intake for all customer comms requests (betas, announcements, releases, breaking and disruptive changes) and own the tiering system that sizes each change to the right audience, channel mix, and timing
• Build and maintain the approved template library so CX teams can send consistent, on-brand messaging on demand without routing every request through Operations
• Administer and improve the tooling that customer comms run through, and partner with the teams that own our integrations and automation across our tooling stack
• Own the dashboards and reporting that show what is in flight, how fast it went out, and how it landed, and present performance and trends to CX leadership
• Run comms-lens post-incident reviews and drive the systemic fixes they surface with Product, Engineering, and Support
• Own the RACI across CX, Product, and Marketing for each comms type