Backed by Y Combinator, a16z and ICONIQ.
About the role
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.
What they're looking for
- 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
More about this role
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...
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