CX Operations & Programs Manager

Port is the Agentic SDLC Platform. The way engineering teams build software is constantly evolving, and every new wave - such as AI agents operating across the SDLC - makes engineering more powerful, but also more complex and chaotic.

Port turns that chaos into control: one platform to build, govern, and operate the software development lifecycle, enabling every team to move as fast as technology allows.

Following our $100M Series C funding round, we are entering an exciting stage of significant growth and global expansion. As a product-led company, we believe the recipe for success is a world-class product that speaks for itself.

Role Overview

We are seeking a strategic, technical, and data-driven CS Operations & Programs Manager to join our Customer Experience team, reporting directly to the Head of CX Programs. In this role, you will hold direct end-to-end ownership across three key pillars: leading critical internal and cross-functional CX programs, building scaled automated programs for our Digital Success segment, and hands-on management of our core CS tech stack (HubSpot, Snowflake data mapping, and workflow automations). 

Key Responsibilities

• Executive Strategy & Alignment: Partner closely with the GTM leadership team to translate executive priorities into clear operational roadmaps, manage team operating cadences, and drive cross-functional programs.
• Scaled Program Design & Execution: Lead the end-to-end development and implementation of scalable customer programs for our Digital Success segment, including automated onboarding nurtures and early health/risk detection triggers.
• CS Infrastructure & CRM Administration: Directly configure and maintain HubSpot CS workflows, custom properties, project objects, and view structures to streamline daily CS execution and create seamless workflows for customer-facing teams.
• Data Architecture & Customer 360: Partner with Data Analytics and Engineering teams to drive normalization and data hygiene across Snowflake (data warehouse) and HubSpot (CRM) to ensure accurate Customer 360 visibility.
• Cross-Functional Automation: Collaborate with GTM Engineering and IT to spec, deploy, and maintain key workflow integrations (such as n8n or Zapier automations).
• Process Optimization & Triage: Evaluate incoming cross-functional operational requests from CS leadership, building clear business trade-off frameworks to balance immediate triage needs with long-term infrastructure scalability.
• Reporting & Analytics: Build and maintain operational dashboards in Looker, or Tableau to provide leadership with clear visibility into program ROI, account engagement, and retention performance.

• 3+ years of experience in CS Operations, RevOps, or GTM Program Management roles in a fast-growing B2B SaaS environment.
• Proven track record of leading cross-functional and internal programs from executive concept through technical configuration, rollout, and team adoption.
• Hands-on CRM administration experience building and configuring workflows, custom objects, properties, and pipelines in HubSpot (or Salesforce).
• Strong data literacy and understanding of relational database schemas, account ID mapping, and data warehouse environments (Snowflake).
• Working familiarity with workflow automation platforms (n8n, Zapier) and data visualization tools (Looker, Tableau, Metabase).
• Exceptional communication, stakeholder management, and organizational skills, with comfort framing trade-offs and recommendations for executive leadership.