Customer Experience Operations Manager
Sheesha Finance
Customer Service & Support
Job Summary
We are seeking an experienced Customer Experience Operations Manager to enhance our Customer Experience Team by building a strong team connection between CX and other departments, as well as creating and maintaining standards through optimization of workflows and technology. The Customer Experience Operations Manager will work directly with the Client Advocacy and Client Success teams to understand the team’s goals, projects and functions and to improve efficiency and effectiveness through systems automation, open lines of cross functional communication, creation of standards, processes and supporting documentation. You’re perfect for this role if you love to problem solve how to organize and systematize routine practices and make the most of automation and technology.
- Minimum Qualification:Degree
- Experience Level:Mid level
- Experience Length:3 years
Job Description/Requirements
You’ll own:
- Support goal setting and tracking Objectives and Key Results (OKRs); ensure strategic alignment with overall company vision
- Enable efficiency by managing metrics and data analysis
- Developing new and streamlining existing processes including creating and maintaining documentation, workflows, resources and best practices to ensure the team works effectively and efficiently
- Manage the tech stack to create a friction free, productive customer experience and document process and best practices
- Ownership of ChurnZero client success software and Zendesk ticketing system
- Cross functional communication & collaboration - working closely with all functional teams to improve the customer experience and identify areas of improvement
- Manage documentation and training materials for onboarding new team members
- Strategic mind behind automation tools and integrations for team
What we need (Desired Skills):
- Exceptional communication skills (both written and verbal). Can succinctly and clearly communicate, and are able to produce documents and presentations that are ready for leadership review
- Strong interpersonal skills and proven ability to work seamlessly with a variety for personalities and functional disciplines
- 3-5 years experience working in an Operations function for Customer Success or Customer Service with applied knowledge of customer service and customer success best practices
- Experience with Zendesk and ChurnZero preferred
- Ability to thrive in a fast paced, agile environment where goals, projects and processes are constantly changing
- Experience with Pendo, HubSpot, Miro and Asana is a plus
- Self-starter attitude with the ability to rapidly build rapport and trust across business functions
- Excellent organization & prioritization skills as well as the capacity to self direct
- Knowledge of general business software and aptitude for learning new applications
- General knowledge of and/or experience with G Suite, Slack, Asana and Zoom
- Knowledge of and general experience with change management
Education/Certification:
- Bachelor’s degree or equivalent in project management, operations management or business administration
- Project management certification a plus
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