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DoorLoop · 6 hours ago

Customer Experience Strategy & Operations Lead

Miami Beach, FL

Full-time

Hybrid

Senior Level

5+ years exp

DoorLoop is a property management software company that prioritizes growth and customer support. They are seeking a Strategy and Operations Lead to enhance post-sales operations, drive excellence across customer experience departments, and implement scalable solutions for operational efficiency.

AccountingProperty ManagementReal EstateRental PropertySoftware

Responsibilities

Identify operational inefficiencies across CX departments, proactively investigating root causes and implementing scalable solutions

Design, build, and optimize end-to-end CX processes and workflows in Salesforce, ensuring seamless data flow, automation, and adherence to RevOps standards while maintaining strict data hygiene protocols

Execute monetization strategies for the CX organization, building infrastructure for add-ons, upsells, and professional services to drive expansion revenue

Design and implement scalable customer engagement frameworks and best practices across the customer journey to enhance experience and drive value realization

Lead cross-functional projects to align CX stakeholders across departments, managing complex initiatives with minimal supervision while delivering measurable business impact

Build and maintain comprehensive testing frameworks to validate new processes, automations, and system implementations before full-scale rollout

Partner with Product teams to launch new CX initiatives, ensuring smooth handoffs, clear success metrics, and operational readiness for new features and services

Own CX-side Salesforce flows and automations, maintaining alignment with RevOps leadership while driving department-specific optimizations

Implementation of AI agents and other technological solutions to scale CX operations efficiently

Track and monitor key operational metrics, flagging anomalies and trends

Qualification

Salesforce administrationWorkflow automationRevenue operations experienceProcess improvementData integrity managementBuilder mindsetTrusted business partnerHigh ownership mentality

Required

5+ years of experience in revenue operations, sales operations, business operations, product management or customer operations in a high-growth SaaS environment

Proven expertise in Salesforce administration and workflow automation, with ability to maintain complex data architectures and ensure data integrity

Track record of identifying and implementing process improvements that deliver measurable efficiency gains and revenue impact

Hands-on operator mentality with extreme ownership mindset and ability to execute with minimal supervision

Preferred

Builder mindset: scrappy, solutions-oriented, and able to create scalable solutions with limited resources

Trusted business partner who can quickly earn credibility with department leaders and executives

High ownership mentality with grit to push through ambiguity and drive results

Benefits

Unlimited paid time off: take unlimited personal, sick, and vacation days.

401(k): plan for retirement with 4% matching and instant vesting.

Medical, dental, and vision insurance: we offer full medical coverage for employees through United Healthcare and full dental and vision coverage through Guardian, with 25% coverage for dependents across all plans.

Life insurance: $100,000 policy fully covered by DoorLoop.

Disability insurance: short- and long-term disability insurance fully covered by DoorLoop.

Paid parental leave: paid maternity and paternity leave for birth and adoption.

Monthly stipend: a dedicated budget for work-related expenses.

Best-in-class equipment: Get a company laptop and all the top-tier tools to set you up for success.