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Benchling

Customer Experience Communications Operations Manager

Who can apply: Only open to applicants in: California, Massachusetts.
Location as listed by the employer: “Boston, MA; San Francisco, CA”
Apply on Benchling's site ↗

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About this role

Benchling is hiring for a Customer Experience Communications Operations Manager role (full-time). See the official posting for full details.

Requirements

  • 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.
  • Track record of building tiered, repeatable processes, clear RACIs, and performance dashboards.
  • Experience getting results through other teams: you define the standard, enable the people who execute it, and hold the bar without absorbing the work yourself.
  • 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 scient…
  • 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.

Summarized from the employer's posting — check the full posting for every requirement.