CX Strategy & Operations Manager

Kong; United States; Remote; USD 80,000 - 120,000; Full time

Job description

Are you ready to power the World's connections?

If you don’t think you meet all of the criteria below but are still interested in the job, please apply. Nobody checks every box - we’re looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others.

About the role:

We’re seeking a CX Strategy & Operations Manager with experience in Professional Services or Customer Success operations, ideally within enterprise software. As part of the CX Operations team within Revenue Operations, you'll help scale and optimize our Professional Services, Customer Success, Support, and Education functions.

You’ll be the go-to for CX data, reporting, and analytics, supporting both strategic and tactical initiatives. This role offers broad exposure across the CX team, helping guide execution and drive value for Kong customers.

You’re data-driven, comfortable with complex datasets, and skilled at solving ambiguous problems with a mix of technical expertise and creativity. You thrive in fast-paced, collaborative environments, balance priorities well, and enjoy making a measurable impact.

What you’ll be doing:

• Be the expert on all CX KPIs, how they’re calculated, how they’re trending, and what they mean for our team and business.
• Create, maintain, analyse, and present reports, metrics, and dashboards across all levels and roles of the CX team.
• Build and maintain reports and slide decks for key CX Cadences (QBRs, monthly All-Hands, Board Decks, weekly KPI reports...) and processes (capacity planning, OKRs).
• Analyse, model, and forecast Professional Services KPIs for internal and external resources.
• Manage CX team inquiries and ad-hoc requests across data, reporting, and analytics.
• Help improve customer data points and run projects as necessary to ensure data integrity.
• Maintain the CX data dictionary and reporting suite for all roles and levels of CX.
• Own the user adoption and documentation of CX analytics.
• Work across Google Sheets, Google Slides, SQL data warehouses (Snowflake and Bigquery), and Tableau, depending on the nature of the analysis and reporting.
• And any additional tasks required by manager.

What you’ll bring:

• Reliability and attention to detail. Your calculations will lead to significant strategic decisions and must be highly reliable.
• A passion for calculating and presenting data, a truth-seeker who will find the root cause of KPI trends and make compelling explanations.
• Proven track record of using analytics to drive business strategy and improve performance.
• Excellent communication skills with the ability to collaborate effectively across global and cross-functional teams.
• Ability to quickly adapt to changing environments and priorities.
• Expert Gsheet and Gslides skills; autonomy with Tableau reporting, Basic Salesforce reporting skills.
• Knowledge of SQL for basic data analysis and modelling.
• Over 5 years of relevant business experience.

About Kong:

Kong is THE cloud native API platform with the fastest, most adopted API gateway in the world (over 300m downloads!). As the innovation leader of cloud API technologies, Kong is on a mission to enable companies around the world to become "API-first" and securely accelerate AI adoption. Kong helps organizations globally - from startups to Fortune 500 enterprises - unleash developer productivity, build securely and accelerate to market.

For more information about Kong, please visit konghq.com or follow @thekonginc on Twitter. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.