客户体验沟通运营经理
Customer Experience Communications Operations Manager
我们正在为人工智能时代重建生物科技。
当突破被延迟时，世界将等待。从发现分子到患者，或从实验室到田间，涉及数千个缓慢、手动、不连贯的步骤。人工智能有潜力改变这一现状，将数十年的研发工作压缩到几年内。但只有当干净、结构化的科学数据和人工智能被融入科学研究的过程中，这种改变才会发生。
Benchling 是生物技术研究与开发的人工智能平台。科学家使用 Benchling 来设计实验、捕获结构化数据，并在他们的工作流程中直接运行 AI 代理和模型。全球超过 20 万名科学家信任 Benchling 来推动他们最重要的工作，从学术实验室到 Sanofi、Moderna，以及全球前 50 强生物制药公司中的一半以上。
我们正在为客户打造一个 AI 科学家。如果我们自己没有建立相应的基础，就无法做到这一点。AI 熟练度是我们构建的基础；它是我们工作方式的核心，我们致力于帮助每一位新员工将其融入日常工作中。作为面试流程的一部分，您需要完成一个简短的 AI 相关练习或讨论，以便我们了解您如何思考并利用 AI 在您的角色中产生影响。您可以参考今天使用的任何工具、平台或工作流程。
职位概述
在 Benchling 担任客户体验沟通运营经理，您将负责客户群体的沟通基础架构。Benchling 采用持续发布模式每天推出产品更新，我们在受监管、经过验证的客户环境中运作，清晰且适时的产品信息直接转化为合规严谨性和客户信任。此职位确保当有变化、故障或发布时，有一个定义明确、运行良好的流程，能够及时将正确的信息传达给正确的客户。
您将负责三个相互关联的业务流：事件沟通，您需对客户所听到的信息的覆盖范围、质量和时效性负责；变更和发布沟通，您需管理一个统一的输入系统和分级机制，根据每个变更的大小确定正确的信息、受众、渠道和时间；沟通绩效，您需管理运营模型、仪表盘和回顾会议，以判断系统是否有效并找出需要改进的地方。您将向 CX 运营负责人汇报。
职责
- 负责事件沟通框架：严重程度模型、操作手册、批准的模板和结构
- 设计并维护事件沟通流程，确保所有相关方及时收到准确信息
- 制定变更和发布沟通策略，确保信息传递的准确性、及时性和适当性
- 建立沟通绩效指标，通过数据分析评估沟通效果并提出优化建议
- 协调跨部门资源，确保沟通计划的顺利执行
- 与客户成功团队紧密合作，确保客户对产品变更的理解和满意度
- 持续优化沟通流程，提升整体客户体验
查看英文原文
We are rebuilding biotech for the AI era.
When a breakthrough is delayed, the world waits. Getting a molecule from discovery to patients, or a crop from lab to field, involves thousands of slow, manual, disconnected steps. AI has the potential to change this, compressing decades of R&D work into years. But that only happens when clean, structured scientific data and AI are built into how science gets done.
Benchling is the AI platform for biotech R&D. Scientists use Benchling to design experiments, capture structured data, and run AI agents and models directly in their workflows. Over 200,000 scientists around the world trust Benchling to power their most important work, from academic labs to Sanofi, Moderna, and more than half of the world's top 50 biopharma.
We’re building an AI scientist for our customers. We can’t do that if we haven’t built the muscle ourselves. AI fluency is the foundation we build on; it's core to how we work, and we're committed to helping every new hire integrate it into their day-to-day. As part of our interview process, you'll complete a brief AI-focused exercise or discussion so we can understand how you think about and use AI to drive impact in your role. Feel free to reference any tools, platforms, or workflows you use today.
ROLE OVERVIEW
As the Customer Experience Communications Operations Manager at Benchling, you will own the communications backbone for our customer base. Benchling ships product updates every day on a continuous release model, and we operate in regulated, validated customer environments where clear and appropriately timed product messaging directly translates to compliance rigor and customer trust. This role makes sure that when something changes, breaks, or ships, there is a defined, well-run process that gets the right message to the right customers on time.
You will own three connected streams: incident communications, where you are accountable for the coverage, quality, and timeliness of what customers hear; change and release communications, where you own a single intake and a tiering system that sizes every change to the right message, audience, channel, and timing; and communications performance, where you own the operating model, dashboards, and retros that tell us whether the system is working and what to fix. You will report to the Leader of CX Operations.
RESPONSIBILITIES
- Own the incident communications framework: the severity model, playbooks, approved templates, and structure that let any qualified team send accurate customer comms at any hour.
- Hold accountability for coverage, quality, timeliness, and contractual notification windows across all external incident communications, and keep delivery auditable.
- Run a single intake for all customer comms requests (betas, announcements, releases, breaking and disruptive changes) and own the tiering system that sizes each change to the right audience, channel mix, and timing.
- Build and maintain the approved template library so CX teams can send consistent, on-brand messaging on demand without routing every request through Operations.
- Administer and improve the tooling that customer comms run through, and partner with the teams that own our integrations and automation across our tooling stack
- Own the dashboards and reporting that show what is in flight, how fast it went out, and how it landed, and present performance and trends to CX leadership.
- Run comms-lens post-incident reviews and drive the systemic fixes they surface with Product, Engineering, and Support.
- Own the RACI across CX, Product, and Marketing for each comms type
QUALIFICATIONS
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 scientific audience.
- 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.
Bonus if you have:
- 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.
- Experience standing up or administering comms tooling such as lifecycle or email orchestration, in-app messaging, or status page platforms.
- SQL or hands-on reporting skills for building comms and incident trend dashboards.
- Prior experience in a customer-facing role (CSM, TAM, Support, Implementation) or familiarity with Benchling's product.
HOW WE WORK
We offer a flexible hybrid work arrangement that prioritizes in-office collaboration. Employees are expected to be on-site 3 days per week (Monday, Tuesday, and Thursday).
#LI-Hybrid
#BI-Hybrid
Benchling welcomes everyone.
We believe diversity enriches our team so we hire people with a wide range of identities, backgrounds, and experiences.
We are an equal opportunity employer. That means we don’t discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We also consider for employment qualified applicants with arrest and conviction records, consistent with applicable federal, state and local law, including but not limited to the San Francisco Fair Chance Ordinance.