Customer Experience Communications Operations Manager

📋 Description

• Own the incident communications framework and templates for accurate customer comms at any hour.
• Ensure coverage, quality, timeliness, and auditable delivery across external incident
• Run a single intake for all customer comms and manage tiering for audience, channel, and timing.
• Build and maintain a template library for on-demand, on-brand messaging.
• Administer and improve the tooling for customer communications and integrations.
• Own dashboards and reporting to show in-flight work, speed, and outcomes to CX leadership.

🎯 Requirements

• 8+ years in customer communications operations, incident or change management in B2B SaaS.
• Track record of tiered processes, RACIs, and performance dashboards.
• Experience coordinating with cross-functional teams and driving standards without absorbing
• Editorial judgment to assess clarity, accuracy, and scope for a busy scientific audience.
• Comfort operating under contractual notifications in regulated environments.
• Hands-on experience with Salesforce, Zendesk, Gainsight, status tools, BI/reporting, and marketing

🎁 Benefits

• Benchling is an equal opportunity employer.