Hiring: Customer Experience Communications Operations Manager Company: Benchling Location: Boston, MA Job Posted Time: 2026-09-03 14:48:46 Employment Type: Hybrid Target Skills & Keywords : Change Management, R, SQL, SaaS, Salesforce, Zendesk About the job Experience: •8+ years in customer communications operations, incident or change management, or a comparable operations role in B2B SaaS, ideally at a continuous-release software company. Required Skills: •Own the incident communications framework: the severity model, playbooks, approved templates, and structure that let any qualified team send accurate customer comms at any hour. •Hold accountability for coverage, quality, timeliness, and contractual notification windows across all external incident communications, and keep delivery auditable. •Run a single intake for all customer comms requests (betas, announcements, releases, breaking and disruptive changes) and own the tiering system that sizes each change to the right audience, channel mix, and timing. •Build and maintain the approved template library so CX teams can send consistent, on-brand messaging on demand without routing every request through Operations. •Administer and improve the tooling that customer comms run through, and partner with the teams that own our integrations and automation across our tooling stack •Own the dashboards and reporting that show what is in flight, how fast it went out, and how it landed, and present performance and trends to CX leadership. •Run comms-lens post-incident reviews and drive the systemic fixes they surface with Product, Engineering, and Support. •Own the RACI across CX, Product, and Marketing for each comms type Qualifications: •Track record of building tiered, repeatable processes, clear RACIs, and performance dashboards. •Editorial judgment strong enough to set the bar for others. You can read a draft about a dense technical change or an unfolding incident and tell whether it is clear, accurate, and appropriately scoped for a busy scientific audience. •Comfort operating against contractual notification obligations and in regulated or validated customer environments. •Hands-on experience across a modern customer stack, for example Salesforce, Zendesk, Gainsight, a status or incident tool, BI and reporting tools, and email or marketing automation. •You use AI tools in your daily work and actively look for ways to apply them to comms triage, drafting, audience targeting, and performance analysis. •A background in the life sciences or hands-on experience with scientific R&D workflows, enough to tell a low-risk product change from one that meaningfully changes how a lab works. •SQL or hands-on reporting skills for building comms and incident trend dashboards. •Prior experience in a customer-facing role (CSM, TAM, Support, Implementation) or familiarity with Benchling's product. •We offer a flexible hybrid work arrangement that prioritizes in-office collaboration. Employees are expected to be on-site 3 days per week (Monday, Tuesday, and Thursday). •We believe diversity enriches our team so we hire people with a wide range of identities, backgrounds, and experiences. Compensation: •$130,000 - $165,000 / year Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!