Benchling

Benchling

Customer Experience Communications Operations Manager

Boston, MA · Senior

Sponsorship not specifiedDetected 71 days ago
SQLAgentic AISalesforceCustomer SuccessZendeskCommunication

Stay score

odds of building a lasting career here

37Risky
Cap-exempt (no lottery)0
Sponsors this role80
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70

Thin sponsorship signal and lottery-bound. A low-probability bet with your clock running. Prioritize cap-exempt roles and proven entry-level sponsors first.

Lottery odds assume a STEM candidate.

Personalize to your clock →

Employer immigration record

from this employer's Department of Labor filings

Files H-1B transfers

4 transfer filings in the last year, covering 4 workers. Median labor-condition decision: 8 days. An employer that already files transfers is one that can take over an existing H-1B.

Sourced from Department of Labor LCA, PERM and prevailing-wage disclosure data. Employer matching is by name, so figures may be split across an employer's legal entities. Absence of a filing means none appears in our copy of the data, not that none exists.

Community outcomes

No reports yet — be the first to help the next applicant.

About the role

  • 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 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.
  • 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
  • Track record of building tiered, repeatable processes, clear RACIs, and performance dashboards.
  • As the Customer Experience Communications Operations Manager at Benchling, you will own the communications backbone for our customer base.

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.
  • 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.

Nice to have

  • 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.
  • 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.

Skills

  • 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.

Benefits

  • Hold accountability for coverage, quality, timeliness, and contractual notification windows across all external incident communications, and keep delivery auditable.

Company info

  • We are rebuilding biotech for the AI era.
  • HOW WE WORK We offer a flexible hybrid work arrangement that prioritizes in-office collaboration.
Apply directly at Benchling →Create a free account for alerts like thisView Benchling immigration profile

This listing is sourced directly from Benchling's careers page and normalized into a canonical job model.