Kong hiring CX Strategy & Operations Manager • Remote (Work from Home) | Himalayas
KongKO

CX Strategy & Operations Manager

Speed up time to market by unleashing developer productivity, automating security, and streamlining API management.

Kong

Employee count: 201-500

Salary: 117k-127k CAD

Canada only

Are you ready to power the World's connections?

If you don’t think you meet all of the criteria below but are still interested in the job, please apply. Nobody checks every box - we’re looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others.

About the role:

We’re seeking a CX Strategy Operations Manager with experience in Professional Services or Customer Success operations, ideally within enterprise software. As part of the CX Operations team within Revenue Operations, you'll help scale and optimize our Professional Services, Customer Success, Support, and Education functions.
You’ll be the go-to for CX data, reporting, and analytics, supporting both strategic and tactical initiatives. This role offers broad exposure across the CX team, helping guide execution and drive value for Kong customers.
You’re data-driven, comfortable with complex datasets, and skilled at solving ambiguous problems with a mix of technical expertise and creativity. You thrive in fast-paced, collaborative environments, balance priorities well, and enjoy making a measurable impact.

What you’ll be doing:

  • Be the expert on all CX KPIs, how they’re calculated, how they’re trending, and what they mean for our team and business.
  • Create, maintain, analyse, and present reports, metrics, and dashboards across all levels and roles of the CX team.
  • Build and maintain reports and slide decks for key CX Cadences (QBRs, monthly All-Hands, Board Decks, weekly KPI reports...) and processes (capacity planning, OKRs).
  • Analyse, model, and forecast Professional Services KPIs for internal and external resources.
  • Manage CX team inquiries and ad-hoc requests across data, reporting, and analytics.
  • Help improve customer data points and run projects as necessary to ensure data integrity.
  • Maintain the CX data dictionary and reporting suite for all roles and levels of CX.
  • Own the user adoption and documentation of CX analytics.
  • Work across Google Sheets, Google Slides, SQL data warehouses (Snowflake and Bigquery), and Tableau, depending on the nature of the analysis and reporting.
  • And any additional tasks required by manager.

What you’ll bring:

  • Reliability and attention to detail. Your calculations will lead to significant strategic decisions and must be highly reliable.
  • A passion for calculating and presenting data, a truth-seeker who will find the root cause of KPI trends and make compelling explanations.
  • Proven track record of using analytics to drive business strategy and improve performance.
  • Excellent communication skills with the ability to collaborate effectively across global and cross-functional teams.
  • Ability to quickly adapt to changing environments and priorities.
  • Expert Gsheet and Gslides skills; autonomy with Tableau reporting, Basic Salesforce reporting skills.
  • Knowledge of SQL for basic data analysis and modelling.
  • Over 5 years of relevant business experience.
Kong has different base pay ranges for different work locations within Canada, which allows us to pay employees competitively and consistently in different geographic markets. Compensation varies depending on a wide array of factors, including but not limited to specific candidate location, role, skill set and level of experience. Certain roles are eligible for additional rewards including sales incentives depending on the terms of the applicable plan and role. Benefits may vary depending on location. The typical base pay range for this role in Canada is $117,000 - 127,000 CAD.

About Kong:

Kong is THE cloud native API platform with the fastest, most adopted API gateway in the world (over 300m downloads!). As the innovation leader of cloud API technologies, Kong is on a mission to enable companies around the world to become "API-first" and securely accelerate AI adoption. Kong helps organizations globally - from startups to Fortune 500 enterprises - unleash developer productivity, build securely and accelerate to market.
83% of web traffic today is API calls! APIs are the connective tissue of the cloud and the underlying technology that allows software to talk and interact with one another. Therefore, we believe that APIs act as the nervous system of the cloud. Our audacious mission is to build the nervous system that will safely and reliably connect all of humankind!
For more information about Kong, please visit konghq.com or follow @thekonginc on Twitter. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

About the job

Apply before

Posted on

Job type

Full Time

Experience level

Manager

Salary

Salary: 117k-127k CAD

Location requirements

Hiring timezones

Canada +/- 0 hours

About Kong

Learn more about Kong and their company culture.

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Speed up time to market by unleashing developer productivity, automating security, and streamlining API management.

Kong powers the API world

Kong provides the foundation that enables any company to become an API-first company — speeding up time to market, creating new business opportunities, and delivering superior products and services.

Built on the world’s most adopted API gateway, Kong’s unified cloud API platform delivers fast, reliable, secure digital experiences. With Kong, organizations can increase developer productivity, security, and performance at scale with a single easy-to-use platform for API management, service mesh, and ingress controller.

We put customers at the heart of everything we do. That’s why everyone from e-commerce startups to the world’s leading biotech companies trust Kong to run mission-critical applications.

We embody open source and everything it stands for. We foster a culture of individualism — encouraging our people to bring new ideas and innovations, regardless of level and function.

How we do it

We’re passionate about solving the challenges that will fundamentally shape the future of tech. If you believe in taking ownership of your work, making an impact, and having fun along the way, come join us!

Global: Be Inclusive. We work together from anywhere to achieve our common goals. Our differences make us stronger.

Real: Be Authentic. We are genuine, pricipled and confident without arrogance. Show respect and kindness, especially in tough moments.

Unstoppable: Be Relentlessly Resourceful. We work with purpose, obsession and grit. It takes muscle to do hard things and doing hard things builds muscle.

Champions: Be Customer Obsessed. We care. Customers are everything, we put them at the center of everything you do. We are all empowered to make an impact.

Explorers: Be Curious. We value ideas over hierarchy. Never accept the status quo. We make bold bets, fail, and learn everyday. There is always a way.

Own It: Be an owner. We are drivers not passengers and own the quality and outcomes of our work.

Employee benefits

Learn about the employee benefits and perks provided at Kong.

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Unplug Days

Kong encourages taking well-deserved long weekends where the entire team unplugs to rest and recharge.

Equity Participation

Kongers are offered stock options to share in the success of the company, aligning employee and company growth.

Virtual Team Events

Kong hosts virtual events, donut chats, trivia, and fitness challenges to keep team members connected and engaged.

Office Stipend

Kong offers an office stipend to help employees build a home office environment tailored to support their productivity.

View Kong's employee benefits
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