Customer Experience Operations Manager, Hootsuite
CA$96.1-134.7k
US Pay: 102,300—$143,300
Social media management tool
Be an early applicant
Social media management tool
1001+ employees
Be an early applicant
CA$96.1-134.7k
US Pay: 102,300—$143,300
1001+ employees
Company mission
To empower organizations to build trust and deepen relationships through the power of social.
Role
Who you are
- 8+ years of experience in Customer, Revenue, or Operations roles, with significant hands-on experience in ownership of platforms such as Gainsight, Kantata, Salesforce, or similar tools, ideally in SaaS or technology environments
- Proven experience in configuring, optimizing, and maintaining Customer Experience or Customer Success platforms, including workflows, automation, and reporting
- Preferred: Gainsight Admin, Experience with Professional Services Automation tools (e.g., Kantata/Mavenlink) and CRM platforms (e.g., Salesforce) and data integration tools. Experience with system integrations, data management, and reporting/analytics
- Experience implementing or leveraging AI and automation solutions in operational environments
- Strong understanding of the end-to-end customer lifecycle and Customer Experience strategy
- Demonstrated ability to translate business requirements into technical solutions and deliver scalable systems
- Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing team needs over individual needs
- Creativity and Innovation: seeks new and better ways of doing things, generates original and imaginative ideas, products, or solutions
- Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding
- Problem Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems
- Solution seeker: You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked
- Lifelong learner: You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t
- Resilient adapter: In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity
- Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information
- Critical challenger: You have the trust in your team to ask difficult questions in order to get to the best end result
- Active communicator: You listen actively and communicate ideas and information clearly, inclusively, and proactively
- Integrated thinker: You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals
- Accountable owner: You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes
- Bar-raiser: You step up to help your team grow and succeed, even when that means going beyond what might be expected
What the job involves
- We're looking for a Customer Experience Operations Manager who serves as the primary technical administrator and subject matter expert for the Customer Office tech stack and related platforms
- Reporting to Senior Director, you'll manage and optimize system configurations, workflows, automations, integrations, and reporting to support customer engagement strategies and operational processes
- In this role, you'll drive workflow design and AI-enabled automation across the customer lifecycle to enhance efficiency, streamline processes, and improve service delivery
- You'll design and implement end-to-end workflows across the customer lifecycle, ensuring seamless handoffs between teams and systems
- Drive AI and automation initiatives, including predictive health scoring, intelligent triggers, and workflow automation to improve customer engagement and team efficiency
- Identify and implement process improvements, leveraging automation and system enhancements to reduce manual work and optimize performance
- Partner with cross-functional stakeholders to gather requirements, evaluate impact, and deliver scalable system solutions
- Collaborate with Customer Success, Support, and Professional Services teams to maximize system capabilities and improve service delivery
- Identify opportunities to continuously improve processes, workflows, and system usage across the Customer Office
- Act as a trusted advisor and systems expert, providing guidance, training, and best practices to internal teams
- Support change management and enablement to ensure effective adoption of tools and processes
- Perform other related duties as assigned
Our take
Hootsuite is a leading social media management platform that’s been around since the early days of this now-ballooning online sector. With over 25 million customers, and used by staff at over four fifths of the Fortune 1000, this giant is hugely competitive in the space.
Thought Hootsuite's plans for an IPO didn't survive the tough economic conditions of 2022, it managed to rework its priorities to get back on course. For example, its acquisitions of Sparkcentral and Talkwalker allowed the company to expand into customer service and integrate AI, respectively.
Hootsuite's offering nowadays supplies businesses with a social media performance engine to turn insights into action, all fuelled by artificial intelligence. Unfortunately, the company once again laid off staff during 2025, stating an investment in its future where decisions are made faster and ownership is clear.
Steph
Company Specialist at Welcome to the Jungle
Insights
-26% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Sep 2014
$60m
SERIES D
Aug 2013
$165m
SERIES B
Total funding: $246.9m
Company benefits
- 100% coverage on mental health-related treatments in North America. Culturally appropriate trauma counselling services
- A company-wide Wellness Week between July 5 to 12 where we can all “unplug” together
- Accidental death and dismemberment (AD&D) Insurance
- Dental Insurance
- Disability Insurance
- Employee Assistance Program
- Gym / Wellness Reimbursement ($55 per month)
- Gym Discount
- Health Insurance
- Life Insurance
- Maternity Leave
- PTO (Vacation / Personal Days) - 20 days. After your two year anniversary, you get an additional two days each year until you reach thirty days (six weeks) at your sixth anniversary
- Paternity Leave
- Sick Time (for individual employee and family members)
- Bereavement Leave
- Business Travel Insurance
- Company Phones
- Fertility Assistance (Coverage for fertility treatments and gender affirmation surgeries)
- Immigration Assistance
- Phone Bill Reimbursement ($50 per month)
- Remote Work
- 401k
- Employee Discount
- Pet Friendly Workplace
- RRSP Matching
- Volunteer Time Off
Company HQ
South Main, Vancouver, BC
Leadership
Ryan Holmes
(Founder & Board Member)Previously founded interactive agency Invoke Media, served on the Board of Directors for Ariztia, and founded pre-seed fund LOI Venture.
Irina Novoselsky
(CEO)Previously Board Member at Lemonade and World Business Chicago, CEO at CareerBuilder and President at Novitex Enterprise Solutions.
Salary benchmarks
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