Lead, Customer Insights & Experience

Bangalore, India

Req ID: 201908

At SolarWinds, we’re a people-first company. Our purpose is to enrich the lives of the people we serve—including our employees, customers, shareholders, Partners, and communities. Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions.

The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic. We’re looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment. Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose. If you’re looking to build your career with an exceptional team, you’ve come to the right place. Join SolarWinds and grow with us!

Summary: As the Customer Experience Manager, you will drive operational excellence across the customer journey by leveraging data, automation, and strategic insight. Your role is crucial in optimizing tools, processes, and metrics, empowering customer-facing teams, and improving overall customer satisfaction. Reporting to the Senior Director of Customer Experience and Strategy, you will thrive in a collaborative and transformation-driven environment.

Responsibilities:

Use metrics, analytics, and feedback loops to identify friction points and improve CX operations.
Enhance processes, systems, and tools to support customer satisfaction and internal efficiency.
Uncover actionable insights from NPS and customer data to inform CX strategy and initiatives.
Identify gaps in tools and workflows; lead cross-functional projects to implement solutions.
Collaborate with engineering and Salesforce teams on automation and process improvements.
Evaluate and implement new technologies to streamline operations and boost productivity.
Design and document scalable workflows and reporting mechanisms that drive business value.
Work with CX leadership to gather and interpret data for strategic planning and decision-making.
Stay informed of industry best practices, trends, and tools to innovate CX operations.

Qualifications:

5+ years of experience in operations or customer experience, with a focus on process and customer outcomes.
Ability to turn data into actionable insights using analytics and voice-of-customer metrics.
Experience implementing solutions and automation in Salesforce and related platforms.
Strong project management skills, with the ability to prioritize and deliver results.
Bachelor’s degree in engineering, business, or related field (MBA preferred).
Excellent communication and stakeholder management skills in a global, matrixed organization.
Collaborative mindset with the ability to work cross-functionally with various teams.

SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.

All applications are treated in accordance with the SolarWinds Privacy Notice: https://www.solarwinds.com/applicant-privacy-notice