Benchling
Customer Experience Communications Operations Manager
$130K–$165K
San Francisco, CA +1 · Hybrid · Manager · Full-time · Posted Aug 11, 2026
- Location
- San Francisco, CA
Boston, MA - Experience
- 8+ years; comparable operations role is accepted.
About the job
Owns the processes, tools, and performance reporting for customer incident, release, and change communications at Benchling.
What you'll do
- Manage incident communication standards, coverage, quality, timeliness, and auditability.
- Run intake and tiering for customer communications, and maintain approved templates and supporting tools.
- Own communications dashboards and reviews; present trends and drive improvements with partner teams.
What they ask for
- 8+ years in customer communications operations, incident or change management, or a comparable operations role in B2B SaaS.
- Track record building tiered, repeatable processes, clear RACIs, and performance dashboards.
- Experience enabling other teams and setting standards without taking over execution; strong editorial judgment.
- Comfort with contractual notification obligations and regulated or validated environments; hands-on experience across a modern customer stack; daily use of AI tools.
Nice to have
- Background in life sciences or scientific R&D workflows.
- Experience administering communications tooling; SQL or reporting skills; prior customer-facing experience or familiarity with Benchling's product.
Pay
$130K – $165K USD base salary
Tools
Salesforce, Zendesk, Gainsight, SQL
AI focus
Use AI tools in daily work and apply them to communications triage, drafting, audience targeting, and performance analysis.
Model-written summary · the original posting is authoritative