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Total Cx Jobs in California (NOW HIRING)

Netomi

Partner Enablement Manager

San Mateo, CA · On-site

$90 - $120/hr

Our no-code platform delivers the fastest time to market, lowest total cost of ownership, and simple, scalable management of AI agents for any CX use case. Backed by WndrCo, Y Combinator, and Index ...

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Total Cx information

What is a Total Cx professional?

Total Cx professionals specialize in optimizing the Total Customer Experience (Total CX) across all touchpoints of a business. Their role involves analyzing customer interactions, identifying pain points, and developing strategies to enhance satisfaction and loyalty. They often work closely with marketing, product, and support teams to ensure a seamless and positive experience for customers throughout their journey. By leveraging data and feedback, Total Cx professionals help organizations build stronger relationships with their customers and differentiate themselves in competitive markets.

What are the key skills and qualifications needed to thrive as a Total Cx manager?

To thrive as a Total Customer Experience (Total CX) Manager, you need a solid background in customer experience strategy, data analysis, and project management, typically supported by a degree in business, marketing, or a related field. Familiarity with CX platforms (like Qualtrics or Medallia), CRM systems, and relevant certifications such as CCXP (Certified Customer Experience Professional) are highly valuable. Exceptional communication, problem-solving, and leadership skills help drive customer-centric initiatives and foster cross-functional collaboration. These skills are crucial for mapping the customer journey, implementing effective CX improvements, and driving business growth through enhanced customer satisfaction.

What are some common challenges Total Cx professionals face when managing multiple client accounts?

Total Cx professionals often juggle several client accounts simultaneously, which can present challenges such as balancing competing priorities, maintaining high-quality communication, and quickly adapting to each client's evolving needs. Effective time management and strong organizational skills are essential, as is the ability to collaborate efficiently with cross-functional teams like sales, product, and support. Being proactive in anticipating client concerns and consistently delivering value are key to overcoming these challenges and ensuring client satisfaction.

What is the difference between Total Cx vs Customer Experience Specialist?

AspectTotal CxCustomer Experience Specialist
Required CredentialsTypically requires certifications in customer experience management, data analysis, or related fieldsOften requires customer service or communication certifications
Work EnvironmentStrategic roles involving cross-departmental coordination, data analysis, and customer journey mappingFrontline customer service, support, and direct customer interaction
Employer & Industry UsageUsed across industries focusing on overall customer experience strategyCommon in retail, hospitality, and service industries for direct customer support
Search & Comparison IntentPeople comparing roles related to customer experience management and strategyIndividuals seeking customer service roles or support positions

The Total Cx role focuses on strategic management of the entire customer experience, involving data analysis and cross-department collaboration. In contrast, a Customer Experience Specialist typically handles direct customer interactions and support. Both roles are essential in enhancing customer satisfaction but differ in scope and responsibilities.

What skills are needed for total CX jobs?

Total CX jobs typically require strong communication and interpersonal skills to effectively interact with customers. Additionally, proficiency with customer relationship management (CRM) tools, problem-solving abilities, and a good understanding of the company's products or services are essential for success in these roles.

What are popular job titles related to Total Cx jobs in California?

For Total Cx jobs in California, the most frequently searched job titles are:

What job categories do people searching Total Cx jobs in California look for?

The top searched job categories for Total Cx jobs in California are:

What cities in California are hiring for Total Cx jobs?

Cities in California with the most Total Cx job openings:

Total Cx jobs near you

Strategy & Operations Manager, CX

Socket.dev

San Francisco, CA • On-site

$160 - $190/hr

Other

Medical, Dental, Retirement, PTO

Posted 2 days ago

New

Job description

About Genius AI

Genius AI is the AI-powered system behind the world's most meaningful appointments, helping 120,000+ service businesses earn more revenue and free up time for the work they love. Our agentic workforce gets more clients in the door, grows profit per appointment, and keeps clients coming back, doing the jobs owners never had time for and couldn't justify hiring to fill. Businesses on Genius AI process billions in annual payment volume, and see 65% more revenue using Genius AI Payments by growing ticket size, rebooking clients at checkout, and saving on processing fees.

About the Role

As Strategy & Operations Manager on the Customer Experience team, you'll start by owning the strategy behind how Genius AI scales customer support without scaling headcount at the same rate. You'll build the cost models, automation strategy, and cross-functional playbook from scratch, not inherit one, working across CX, GTM, Finance, and Product to get there. But the scope doesn't stop there: as you show impact, you'll take on other strategic problems across the team, wherever the most important work is.

The role requires strong analytical instincts, clear thinking under ambiguity, and the ability to move from problem framing through execution without needing a fully defined brief. Domain expertise in Customer Experience is not a prerequisite. We're looking for someone who can tackle hard business problems from first principles and build durable solutions, regardless of the function.

You will report to the Director, CX Ops & Fraud. You must be commutable to our NYC or SF headquarters and will operate in an in-person environment. We default to being in-office 3-4 days per week with required attendance on Tuesdays and Thursdays.

What You'll Do
  • Own the cost model that governs CX headcount growth, tying spend directly to service volume and repeat contact rates across every channel
  • Build AI-powered workflows and automation that eliminate repeatable ticket volume before it reaches a human, architecting deflection into the product itself
  • Design the service model for each customer segment and rebuild the sales-to-support handoff so it holds up as volume grows
  • Own the CX tech stack, from vendor selection through automation agent design to queue architecture
  • Shape cross-functional cost forecasts with Finance and Product, translating raw usage data into headcount and roadmap decisions
  • Ship changes on a weekly cadence: test a deflection idea, measure its impact on repeat contact, and scale what works or kill what doesn't
What We're Looking For
  • 5+ years of professional experience in a strategic operations role (e.g., BizOps, RevOps, CX Ops, Strategy & Ops, Analytics)
  • You have proven experience building AI workflows to automate repeatable processes and redirect your time toward judgment-intensive problems
  • A bias for action, you don't wait for perfect information, you set a direction, ship something, and iterate based on what you learn
  • Proficient with SQL and data analysis, including the ability to write basic-to-intermediate queries (e.g., joins, aggregations) and use data visualization tools to translate raw data into actionable insights
  • Experience partnering closely with Product and Engineering teams to transform customer and operational data into actionable feedback loops that improve core products
  • Background in driving operational efficiency, identifying process bottlenecks and streamlining workflows to improve team productivity
  • Strong communication and presentation skills and an ability to align stakeholders and gain buy-in from senior leadership on strategic initiatives
Benefits & Perks
  • Competitive health & dental insurance options, effective on your first day of employment
  • Flexible PTO
  • In-office lunch twice per week for NYC and SF employees, plus late night dinner stipends
  • Access to Wellhub, a corporate wellness platform with discounted gym memberships, fitness classes, and mental health resources
  • Annual stipend for professional development and continued learning
  • High performers at 5 years receive a $5,000 bonus to use however you recharge best
  • 401k benefit: employees are eligible to contribute starting day 1 of employment
  • Dependent Care FSA
  • Paid parental leave
  • Fertility and adoption benefits via Carrot and Kindbody

The base salary for this role is between $160,000-$190,000 + equity + benefits. The compensation package offered is dependent upon many factors including skills, experience, location, and education. The range is subject to change and may be modified in the future. Additionally, this role is currently eligible to participate in Genius AI's equity plan as well as a range of health & wellbeing, retirement savings, and other benefits within our total rewards offering.

At Genius AI, we celebrate our differences and are committed to creating a workplace where all employees feel supported and empowered to do their best work. We believe this benefits not only our employees but our product, customers, and community as well. Genius AI is proud to be an Equal Opportunity and Aff...

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