Customer Experience Strategy & Operations Lead

About DoorLoop

DoorLoop is property management software built for speed and the smart choice for people who take growth seriously. With offices in Miami, New York City, and Tel Aviv, we’re a global company helping property owners and managers move faster, scale smarter, and get real support, real fast.

We’re proudly People First. That’s why we’re a Certified Great Place to Work, recognized by Forbes as one of America’s Best Startup Employers (2024 & 2025), and highly rated on Glassdoor.

Mission

DoorLoop is hiring a strategic and process-driven Strategy and Operations Lead to transform our post-sales operations, drive operational excellence across 6 CX departments, and accelerate revenue expansion. In this role, you will identify process inefficiencies, build scalable automation systems, and operationalize performance across Risk, Services, Implementation, Customer Success, Customer Support, and Onboarding teams. As the CX operations architect, you will be the force that ensures our processes, data, and systems scale with the business to fuel customer retention and growth.

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.

• 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 Soft Skills:

• 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.

• 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.

Compensation Range varies based on experience and qualifications; compensation details will be discussed during the interview process.