Customer Experience Communications Operations Manager
Benchling · Boston, MA
Corporate & BusinessCompany career page
The apply link worked recently (not employer-confirmed).
What they're looking for
- 8+ years customer communications operations or incident/change management in B2B SaaS
- Experience at continuous-release software company preferred
- Demonstrated ability building tiered, repeatable processes and RACIs
- Proven track record creating performance dashboards and metrics
- Ability to drive results through cross-functional teams without direct authority
- Experience in regulated or compliance-sensitive environments
What you'll be doing
- Own incident communications framework including severity models, playbooks, templates, and 24/7 coverage structure
- Manage single intake system for all customer communications and determine appropriate audience, channels, and timing
- Build and maintain approved template library enabling consistent on-brand messaging across CX teams
- Develop dashboards and reporting tracking communications velocity, delivery status, and performance trends
- Conduct post-incident reviews with communications lens and drive systemic improvements with Product and Engineering
Privacy & handoff
This role links to Benchling's own application system. RoleLantern records your interest and checks the link, but the application happens on the employer's site and status updates may not come back to us. Clicking apply does not mark you as applied automatically.