Customer Experience Operations Manager, Sift
$106.7-144.4k
OTE
+ Equity + Bonus
Fraud prevention
Open for applications
Fraud prevention
201-500 employees
Open for applications
$106.7-144.4k
OTE
+ Equity + Bonus
201-500 employees
Company mission
Sift's mission is to help everyone trust the internet.
Role
Who you are
- This individual will need to be proficient in Atlassian products (JIRA, Confluence), Snowflake, Looker, Excel, Google Suite products
- We are looking for an individual who is a customer experience domain expert who has a passion for driving automation and efficiencies within an organization
- This is a new function within the Customer Experience organization and we value candidates that are self-starters and can thrive in ambiguity
- This individual should be ready to dive-in and make their mark on Sift within their first 90 days
- 5+ years of experience in a CS Operations role (ideal) or similar (ex: Sales Ops, Program/Project Management within Sales Organizations)
- Proficient in CX domain experience, dash-boarding, program management, data analysis
- This role does not require Salesforce Admin experience, but would partner closely with our Business Operations team to implement any recommendations
- Technical aptitude including proficiency with the following tools and systems: Atlassian products (JIRA, Confluence), Snowflake, Looker, Excel, Google Suite products
- Experience doing reporting for organization support and analysis of business needs
- Experience with Customer Success platforms and other tools leveraged by customer success
- Experience in payments, fraud or security operations
- Excellent communication, essential for getting team buy-in and adherence
What the job involves
- We are looking for an individual who can help our Customer Experience team and leadership scale and operate efficiently as we grow our organization in 2025 and beyond
- This is a new function within the Customer Experience organization and we value candidates that are self-starters and can thrive in ambiguity
- This role involves both program management to unlock cross-functional efficiencies and data analysis to assess risks and trends within the organization
- This individual should be ready to dive-in and make their mark on Sift within their first 90 days.comfortable engaging with a high volume of clients daily
- This role will report directly to the Director of Customer Success, but would be a resource across our Customer Experience team (Customer Success, Solution Engineering, Professional Services)
- This individual will not only help establish new operational frameworks, but also continuously improve and iterate on existing ones. Areas of focus will be in the following areas:
- Build a process to create Business Review decks based on CSM detailed requests
- Align with XFN partners on a quarterly basis to ensure the business review slides are updated with new content
- Create/maintain a system that allows for easy gathering of metrics for business reviews
- Maintain an insightful customer QBR metrics dashboard in partnership with Sift Engineering
- Ensure seamless data flow between Sales, Professional Services (PS), Customer Success (CS), Solutions Engineering (Sol Eng), and leadership within the tech stack and other processes
- Support cross-functional (XFN) initiatives focused on simplifying and automating handoffs between teams during the customer journey or clarifying navigation around the organization for ICs
- Analyze team efficiency and production, ensuring proper tracking setup, and projects in place to help ICs do more with their time
- Ability to take on ad hoc requests form CX Leadership for analysis projects (ex: quarterly Churn Analysis to enable our Churn Retrospective initiative)
- Provides enablement on new processes that unlock individual contributor or managerial efficiencies (including, using new tools, guidance on leveraging AI, or new ways of working)
- Own the documentation of Customer Experience Operations, ensuring it is maintained and up-to-date
- Ensure CX documents are stored in an easily accessible place
- Support customer pipeline and capacity planning to stay ahead of hiring needs
Our take
eCommerce sales are growing, unfortunately for online retailers, so too is payment fraud. In a landscape where 84% of first-time shoppers with smaller merchants are concerned about data security, retailers have to find ways to earn trust.
Sift is one company that sets out to prevent digital fraud by verifying customer identities and payment methods, giving its clients, who include Twitter, McDonalds Harry’s, DoorDash, and Poshmark, the ability to confidently gain trust from their own customers.
Worldwide, sift serves tens of thousands of websites and apps and analyses over 70B account sign ups and purchases each month. Building on its growth and successful fundraising efforts, Sift acquired longtime partner Chargeback, a leader in real-time dispute management for merchants and passwordless authentication company Keyless. These acquisitions allow Sift to offer its customers a more complete solution moving forward.
Steph
Company Specialist at Welcome to the Jungle
Insights
-2% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Apr 2021
$50m
SERIES E
Mar 2018
$53m
SERIES D
Total funding: $156.6m
Company benefits
- Competitive total compensation package
- 401k plan
- Medical, dental and vision coverage
- Wellness reimbursement
- Education reimbursement
- Flexible time off
Company HQ
Financial District, San Francisco, CA
Leadership
Jason Tan
(Executive Chairman)Having studied at the University of Washington, Jason spent almost 3 years as a Zillow Software Design Engineer, before joining Optify and working as CTO of BuzzLabs for a year. They founded Sift in June 2011, serving initially as CEO and since January 2021 as Executive Chairman.
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