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Benchling is an AI platform for biotech R&D used by over 200,000 scientists globally, including major biopharma companies like Sanofi and Moderna. The company operates a continuous release model, shipping product updates daily into regulated, validated customer environments where clear, timely communications are critical for compliance and trust.
As Customer Experience Communications Operations Manager, you will own the communications backbone for Benchling's customer base. You are accountable for three interconnected streams:
1. Incident Communications: You own the severity model, playbooks, templates, and framework that enable any qualified team to send accurate customer communications at any hour. You hold accountability for coverage, quality, timeliness, and contractual notification windows across all external incident communications, maintaining full auditability.
2. Change and Release Communications: You run a single intake system for all customer communications requests (betas, announcements, releases, breaking changes) and own the tiering system that sizes each change to the appropriate audience, channel mix, and timing. You build and maintain an approved template library so CX teams can send consistent, on-brand messaging without routing every request through Operations.
3. Communications Performance: You own the operating model, dashboards, and retrospectives that measure system effectiveness. You present performance trends to CX leadership and drive systemic fixes surfaced by post-incident reviews in partnership with Product, Engineering, and Support.
You will administer and improve the tooling that customer communications run through, partner with teams owning integrations and automation, and establish clear RACIs across CX, Product, and Marketing for each communications type. You report to the Leader of CX Operations.
This role requires 8+ years in customer communications operations, incident/change management, or comparable B2B SaaS operations experience, ideally at a continuous-release software company. You must have a track record of building tiered, repeatable processes, clear RACIs, and performance dashboards. You excel at getting results through other teams—defining standards, enabling execution, and holding the bar without absorbing the work yourself. You have strong editorial judgment to assess technical communications for clarity, accuracy, and appropriate scope for a scientific audience. You are comfortable operating against contractual notification obligations in regulated environments and have hands-on experience with modern customer stacks (Salesforce, Zendesk, Gainsight, status/incident tools, BI tools, email/marketing automation). You actively use AI tools in daily work and seek opportunities to apply them to communications triage, drafting, audience targeting, and performance analysis.
Bonus qualifications include a life sciences background or hands-on experience with scientific R&D workflows, experience standing up communications tooling (lifecycle orchestration, in-app messaging, status pages), SQL or reporting skills for building dashboards, or prior customer-facing experience (CSM, TAM, Support, Implementation) or familiarity with Benchling's product.
