Sr Manager, Customer Experience Operations at instructure

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in: As the Sr. Manager, Customer Experience (CX) Operations at Instructure, you will be the operations leader for our global Customer Success business units. Reporting to the Sr. Director, Customer Experience Strategy & Operations, you will establish the operating model, management rhythm, and execution framework that empowers our CS leaders to achieve their goals. This is a high-impact leadership role centered on business operations rather than system administration. You will partner closely with CS VPs and Directors to turn strategy into an actionable, predictable operational cadence. You will also have a CX Systems Lead reporting to you, whom you will guide in building the technical infrastructure required to support effective business processes. What you will do: - Establish the CS Operating Model: Design and own the "Rhythm of the Business" (ROB), defining the global cadence for renewal forecast calls, pipeline reviews, and QBRs to ensure consistency across business units. - Strategic Execution Partner: Serve as the primary operational partner to CS leadership (e.g., SVP of CS & Renewals), translating strategies into actionable playbooks and workflows. - Lead CX Systems Strategy: Manage and mentor the CX Systems Lead. Set the roadmap for system evolution (Gainsight, Salesforce), acting as the business architect while your report delivers technical configuration. - Performance Management & Insights: Define key performance metrics in partnership with the Insights team, ensuring CS leaders have visibility into NRR, health scores, and team productivity. - Cross-Functional Orchestration: Represent CS in Revenue Operations forums, aligning with Sales Ops, Marketing, and Finance to integrate the customer journey with the broader GTM strategy. - Change Management: Lead change initiatives for new CS motions, including stakeholder mapping, communication planning, and frontline rollout to drive adoption. What you will need to know/have: - 5+ years in CS Operations or GTM Business Operations, with experience at a high-growth SaaS company (deep understanding of NRR, Retention, NPS, and Expansion levers). - People leadership experience, including managing technical individual contributors and directing systems-focused team members toward business outcomes. - Proven track record of operational design—building operating models, cadences, RACIs, and process maps in a matrixed environment. - Strong business acumen—able to connect daily CSM activities to the company's P&L and Board goals, and communicate at the C-suite level. - Deep functional knowledge of Salesforce and Gainsight for supporting business processes (not as an administrator, but as a business partner/user). It would be a bonus if you also have: - Experience in Customer Experience roles, Global Support, Community, Renewals, or Chief of Staff positions within SaaS GTM organizations. - EdTech experience and understanding of K-12 and Higher Ed fiscal year buying cycles. Get in on all the awesome at Instructure! We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect: - Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success. - Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location. - Generous time off, including local holidays and our annual “Dim the Lights” period in late December, when teams are encouraged to step back and recharge based on departmental needs. - Comprehensive wellness programs and mental health support - Annual learning and development stipends to support your growth - The technology and tools you need to do your best work - Motivosity employee recognition program - A culture rooted in inclusivity, support, and meaningful connection We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes. Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate. All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws. Any attempt to misrepresent personal or professional information will result in disqualification.