Customer Experience Operations Lead San Ramon, CA; Reno, NV Are you a strategic operator who thrives on connecting complex financial, technical, and organizational dots across a high-growth SaaS company? Do you enjoy translating P&L insights into clear operational actions that empower leaders to run their functions like true business owners? Are you excited to leverage AI and unified data systems to scale a high-touch, white-glove customer experience without sacrificing quality or velocity? If so, we invite you to be a part of our innovative team. As a Customer Experience Operations Lead at Ridgeline, you will serve as a strategic architect of our CX operating model—driving clarity, alignment, and scalability across Consulting, Customer Success, Support, and Managed Services. You’ll bridge company-level financial goals with day-to-day execution, enabling leaders to make smarter, faster decisions rooted in data. In our fast-paced environment, you’ll leverage cutting-edge technologies—including AI tools like ChatGPT and internal LLM-powered solutions—to enhance insight generation, workflow automation, and operational rigor, helping reduce cost to serve while elevating customer impact. At Ridgeline, how we work matters as much as what we build. Ridgeliners act like owners, choose growth over comfort, and communicate with transparency. We assume positive intent, bias toward action, and bring solutions—not just problems. We celebrate wins, learn from setbacks, and thrive in a resilient, collaborative, high-performing culture. If this excites you, we’d love to meet you. You must be work authorized in the United States without the need for employer sponsorship. The impact you will have: - Instill an ownership mindset across all CX functions by extending financial fluency throughout Consulting, Customer Success, Support, and Managed Services - Empower functional leaders to operate their teams as accountable business units with clear visibility into P&L, cost drivers, and resource ROI - Provide high-leverage insights that distill complex financial and operational data into actionable narratives for faster strategic decision-making - Architect interoperability across systems such as Salesforce, Kantata, Pendo, Zendesk, and AWS to create a unified and trusted source of truth - Enable proactive and personalized customer engagement through lifecycle insights that directly support Sales velocity and customer referenceability - Partner with Leveraged Engineering to implement AI tooling and internal LLM solutions that transform workflows and reduce cost to serve - Orchestrate cohesive month-end and quarter-end reviews, synchronizing FinOps and HROps processes across CX teams with precision and transparency - Support Sales Operations by strengthening services selling motions, improving scoping accuracy, and increasing staffing confidence - Identify strategic opportunities that support company ambitious growth initiatives and help leadership anticipate risks and opportunities - Manage the CX technology lifecycle, guiding vendor selection, contract renewals, and license optimization for an integrated and scalable tech stack - Model resilience and a growth mindset by learning quickly from setbacks and continuously refining operational frameworks - Foster a collaborative environment rooted in shared accountability, clear communication, and continuous improvement What we look for: - 7+ years of experience in Operations within Customer Experience, Professional Services, or a related function in a high-growth SaaS environment - Deep understanding of P&L management and the ability to translate financial insights into operational strategy - Demonstrated experience leveraging AI tools to materially improve workflows, reporting, or decision-making processes - Familiarity with common CX tech stacks such as Salesforce, Kantata, Pendo, Zendesk, and AWS, with an interoperability mindset - Strong analytical and structured thinking skills with a proactive, solution-oriented approach - Proven ability to build alignment across cross-functional partners including Product & Engineering, Finance, Sales, HR, and Legal - High intellectual curiosity with a desire to dig into root causes and surface meaningful insights - Professional maturity and sound judgment when navigating ambiguity and change - Ability to communicate clearly and effectively with executive and functional stakeholders - Willingness to learn about cutting-edge technologies while cultivating expertise in a business domain or problem space - Serious interest in having fun at work Bonus: - Experience implementing internal AI or automation programs at scale - Background in investment management technology or fintech - Experience supporting usage-based, subscription, or services revenue models Compensation and Benefits The typical starting salary range for new hires in this role is listed below. In select locations (including, the San Francisco Bay Area, CA, and the New York City Metro Area), an alternate range may apply as specified below. The typical starting salary range for this role is: $124,00 - $155,000. The typical starting salary range for this role in the San Francisco Bay Area, CA, is: $136,000 - $170,000. Final compensation amounts are determined by multiple factors, including candidate experience and expertise, and may vary from the amount listed above. As an employee at Ridgeline, you’ll have many opportunities for advancement in your career and can make a true impact on the product. In addition to the base salary, Ridgeline employees can participate in our Company Stock Plan subject to the applicable Stock Option Agreement. We also offer rich benefits that reflect the kind of organization we want to be: one in which our employees feel valued and are inspired to bring their best selves to work. These include unlimited vacation, educational and wellness reimbursements, and $0 cost employee insurance plans. #LI-Hybrid

• You will take overall responsibility for all partner-operated stations in your region. • You will lead and develop a team of Sales & Market Managers. • You will provide professional support to our service station partners throughout the sales process. • You will translate the Business Unit's strategic objectives into clear tactical actions. • You will manage KPIs for sales, margin, costs, and profit, ensuring your territory performs strongly financially. • You will ensure operational excellence — from safety and environmental standards to smooth day-to-day operations. • You will ensure every station is always "customer ready" and monitor key availability KPIs. • You will promote a customer-centric sales culture where the customer is at the center of all decisions. • You will select suitable service station partners, jointly drive commercial growth, and implement necessary measures if financial difficulties arise. • You will create, coordinate, and be accountable for sales, volume, and cost budgets for your territory.

• Own the delivery of member services – oversee daily execution of member support queue and processing tasks, manage team scheduling to ensure adequate coverage during business hours and peak volume periods. • Develop and coach your team – run 1:1s, deliver feedback that drives improvement, and mentor specialists to grow their impact. • Scale member servicing operations for hypergrowth – help build and refine processes, workflows, and team capacity to ensure team output keeps pace with rapid member growth without sacrificing quality or member experience outcomes. • Lead quality assurance for your team – perform routine QA checks on AI- and human-driven support, run QA sessions, and action on knowledge or behavior gaps that impact performance. • Uplevel team documentation and self-service resources – drive consistency and clarity of member guidance through clear internal documentation and external FAQs. • Hire, onboard, and ramp new team members – support recruiting efforts for both contractor and FTE roles, and own the onboarding and training experience to get new hires comfortable in their roles quickly. • Collaborate cross-functionally – partner with other Operations teams, Product, Engineering, and Customer Success to solve member issues, advocate for member needs, and ensure the Member Servicing team is kept close to changes that impact the team. • Cultivate a positive, motivating culture rooted in Thatch values – be there for your team as a leader and human being. Build an environment where everyone feels recognized, supported, and inspired. • Stay connected to customer needs and the frontline – own escalations and jump into team queues to get things done.

• Own the delivery of employer services – oversee daily execution of employer support queue and processing tasks, manage team scheduling to ensure adequate coverage during business hours and peak volume periods. • Develop and coach your team – run 1:1s, deliver feedback that drives improvement, and mentor specialists to grow their impact. • Scale employer servicing operations for hypergrowth – help build and refine processes, workflows, and team capacity to ensure team output keeps pace with rapid employer growth without sacrificing quality or experience outcomes. • Lead quality assurance for your team – perform routine QA checks on AI- and human-driven support, run QA sessions, and action on knowledge or behavior gaps that impact performance. • Uplevel team documentation and self-service resources – drive consistency and clarity of member guidance through clear internal documentation and external FAQs. • Hire, onboard, and ramp new team members – support recruiting efforts for both contractor and FTE roles, and own the onboarding and training experience to get new hires comfortable in their roles quickly. • Collaborate cross-functionally – partner with other Operations teams, Product, Engineering, and Customer Success to solve employer issues, advocate for employer needs, and ensure the Employer Servicing team is kept close to changes that impact the team. • Cultivate a positive, motivating culture rooted in Thatch values – be there for your team as a leader and human being. Build an environment where everyone feels recognized, supported, and inspired. • Stay connected to customer needs and the frontline – own escalations and jump into team queues to get things done.