CX Strategy & Operations Manager

About Us:
We love going to work and think you should too. Our team is dedicated to trust, customer obsession, agility, and striving to be better everyday. These values serve as the foundation of our culture, guiding our actions and driving us towards excellence. We foster a culture of performance and recognition, allowing us to transform growth as we enable our employees to do the best work of their careers.
This role is open to candidates based in or near Austin, TX. Our Austin office is based in the vibrant San Jacinto Center downtown with breathtaking views of Lady Bird Lake. At LogicMonitor, we hire within our Centers of Energy—vibrant locations where our teams connect, collaborate, and innovate.
To learn more about life at LogicMonitor, check out our Careers Page.
What You'll Do:
LogicMonitor® is the AI-first hybrid observability platform powering the next generation of digital infrastructure. LogicMonitor delivers complete visibility and actionable intelligence across on-premises, cloud, and edge environments. By anticipating issues before they strike, optimizing resources in real time, and enabling faster, smarter decisions, LogicMonitor helps IT and business leaders protect margins, accelerate innovation, and deliver exceptional digital experiences without compromise.
Our customers love LogicMonitor's ability to bring cloud and traditional IT together into one view, as seen in minimal churn rates, expansion business, and exciting new customer references. In fact, LogicMonitor has received the highest Net Promoter Score of any IT Infrastructure Management provider. LogicMonitor also boasts high employee satisfaction. We have been certified as a Great Place To Work®, and named one of BuiltIn's Best Places to Work for the seventh year in a row!
The Customer Experience (CX) Strategy & Operational Excellence team partners with Customer Experience leadership to support strategy execution, modernize operations, and accelerate business outcomes through data, AI, operational excellence, and cross-functional execution. We develop scalable processes and operating rhythms, support organizational alignment, and enable Technical Support, Professional Services, and Customer Success to deliver exceptional customer outcomes while supporting LogicMonitor's growth objectives.
The Business Strategy & Operations Manager, CX serves as a strategic business partner to Customer Experience leadership, leading and contributing to key operational initiatives that improve organizational performance, operational maturity, and executive decision making. This role is responsible for implementing and continuously improving AI-enabled workflows, data-driven insights, standardized operating rhythms, and scalable business processes.
This individual partners closely with Technical Support, Professional Services, Customer Success, Revenue Operations, Product, Finance, and other cross-functional leaders to drive operational excellence and continuous improvement within supported Customer Experience functions.
Here's a closer look at this key role:
Strategic Business Partnership
Serve as a Strategy & Operations partner for Technical Support and Professional Services leadership.
Translate established business priorities into scalable operational plans and solutions that improve customer outcomes and organizational performance.
Support strategic planning, quarterly business reviews (QBRs), V2MOM execution, executive reporting, and business operating cadences.
Identify operational improvement opportunities and provide recommendations to functional leadership.
Business Performance & Analytics
Develop and maintain KPI frameworks, executive dashboards, and forecasting models that enable data-driven decision making.
Establish trusted data sources and governance within supported Customer Experience functions
Deliver actionable insights that support investment decisions, resource planning, and business strategy.
Coordinate operational reporting and performance reviews for executive leadership.
Professional Services Strategy & Operations
Partner with Professional Services leadership to improve operational maturity through forecasting, capacity planning, performance management, and standardized operating processes.
Support initiatives that contribute to service offering evolution, customer adoption, delivery consistency, and revenue growth.
Build scalable mechanisms that allow leaders to focus on customer outcomes rather than operational administration.
AI & Workflow Transformation
Champion AI adoption within supported Customer Experience functions by identifying opportunities to modernize workflows, automate manual processes, and improve organizational productivity.
Leverage AI to enhance reporting, documentation, analysis, planning, and operational execution.
Partner with cross-functional teams to identify emerging AI capabilities that improve customer and employee experiences.
Promote best practices and increase AI fluency across Customer Experience teams.
Operational Excellence & Program Leadership
Lead cross-functional strategic initiatives from concept through execution.
Standardize business processes, operating rhythms, and governance across Customer Experience.
Identify operational inefficiencies and implement scalable solutions that improve consistency and execution.
Drive continuous improvement initiatives focused on measurable business outcomes.
Executive Alignment & Cross-Functional Leadership
Build strong partnerships across Revenue Operations, Finance, Product, Customer Success, Sales, and Engineering.
Provide senior leaders with data, recommendations, and business insights to support decision making.
Facilitate alignment across organizations to ensure consistent execution of Customer Experience priorities.
What You'll Need:
Experience
6+ years in Strategy & Operations, Business Operations, Revenue Operations, Consulting, Customer Experience Operations, or a related strategic function.
Experience supporting executive leadership within SaaS, enterprise software, or customer-facing organizations.
Demonstrated success leading substantial cross-functional initiatives without direct authority.
Experience building scalable operational frameworks and driving organizational transformation.
Business & Strategic Acumen
Strong strategic thinking with the ability to translate business objectives into operational execution.