Why is remote work so nice? Let's try to see!
Apply
CX Operations Manager
Posted 6 days agoViewed
💎 Seniority level: Manager
💸 Salary: 53050.0 - 59650.0 USD per year
🔍 Industry: Customer Experience
🏢 Company: Remote👥 1001-5000💰 $300,000,000 Series C almost 3 years ago🫂 Last layoff over 2 years agoHuman Resources Services
🗣️ Languages: English
Requirements:
- Experience managing complex technical programs, preferably in the customer experience domain
- Strong technical background and understanding of software development, data analysis, and systems integration
- Excellent project management skills, including the ability to create and manage project plans, budgets, and timelines
- Strong problem-solving skills and the ability to identify and mitigate risks
- Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams and stakeholders
- Strong attention to detail and the ability to manage multiple projects simultaneously
Responsibilities:
- Own and oversee Zendesk administration, establishing best practices for management and ensuring consistent governance across all teams.
- Collaborate closely with operation teams to design and implement triggers, automations, data flows, and playbooks that enhance customer support efficiency
- Manage the technical delivery of customer success tooling initiatives, including scoping requirements, developing project plans, executing implementations, and tracking progress to completion
- Drive adoption and optimisation of new tooling and processes within CX operations, managing associated timelines, resources and stakeholder communication
- Simplifying and standardise operational processes across Tier 1 and Tier 2 teams, ensuring scalability and efficiency
- Monitor and analyse key metrics, iterating customer journey automations, improving workload distribution, and enabling customer growth through targeted playbooks
- Proactively identify operational needs by benchmarking against industry best-practices, continuously refining and enhancing operational strategies
- Conduct adhoc Data analysis to provide meaningful insights for optimising best practices and processes ultimately enhancing our customer experience.
- Strong attention to detail and the ability to manage multiple projects simultaneously.
- Ensure technical requirements are clearly defined and communicated to all stakeholders.
- Identify opportunities for process improvements and drive the implementation of changes.
- Working with all teams within the success ecosystem to build lean cx methodologies within our structures
- Owning the integration of external tools and platforms
- Ensuring a clean data structure to allow strong connection of information and security
- Collaboration with Product, Engineering, and Sales to support external data sharing
Related Jobs
Apply
🔥 CX Operations Manager
Posted 6 days ago
🧭 Full-Time
💸 53050.0 - 59650.0 USD per year
🔍 Customer Experience
🏢 Company: Remote - Referral Board
- Experience managing complex technical programs, preferably in the customer experience domain
- Strong technical background and understanding of software development, data analysis, and systems integration
- Excellent project management skills, including the ability to create and manage project plans, budgets, and timelines
- Strong problem-solving skills and the ability to identify and mitigate risks
- Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams and stakeholders
- Strong attention to detail and the ability to manage multiple projects simultaneously
- Own and oversee Zendesk administration, establishing best practices for management and ensuring consistent governance across all teams.
- Collaborate closely with operation teams to design and implement triggers, automations, data flows, and playbooks that enhance customer support efficiency
- Manage the technical delivery of customer success tooling initiatives, including scoping requirements, developing project plans, executing implementations, and tracking progress to completion
- Drive adoption and optimisation of new tooling and processes within CX operations, managing associated timelines, resources and stakeholder communication
- Simplifying and standardise operational processes across Tier 1 and Tier 2 teams, ensuring scalability and efficiency
- Monitor and analyse key metrics, iterating customer journey automations, improving workload distribution, and enabling customer growth through targeted playbooks
- Proactively identify operational needs by benchmarking against industry best-practices, continuously refining and enhancing operational strategies
- Conduct adhoc Data analysis to provide meaningful insights for optimising best practices and processes ultimately enhancing our customer experience.
- Strong attention to detail and the ability to manage multiple projects simultaneously.
- Ensure technical requirements are clearly defined and communicated to all stakeholders.
- Identify opportunities for process improvements and drive the implementation of changes.
- Working with all teams within the success ecosystem to build lean cx methodologies within our structures
- Owning the integration of external tools and platforms
- Ensuring a clean data structure to allow strong connection of information and security
- Collaboration with Product, Engineering, and Sales to support external data sharing
Posted 6 days ago
ApplyRelated Articles
Posted 7 months ago
Insights into the evolving landscape of remote work in 2024 reveal the importance of certifications and continuous learning. This article breaks down emerging trends, sought-after certifications, and provides practical solutions for enhancing your employability and expertise. What skills will be essential for remote job seekers, and how can you navigate this dynamic market to secure your dream role?
Posted 8 months ago
Explore the challenges and strategies of maintaining work-life balance while working remotely. Learn about unique aspects of remote work, associated challenges, historical context, and effective strategies to separate work and personal life.
Posted 8 months ago
Google is gearing up to expand its remote job listings, promising more opportunities across various departments and regions. Find out how this move can benefit job seekers and impact the market.
Posted 8 months ago
Learn about the importance of pre-onboarding preparation for remote employees, including checklist creation, documentation, tools and equipment setup, communication plans, and feedback strategies. Discover how proactive pre-onboarding can enhance job performance, increase retention rates, and foster a sense of belonging from day one.