[Remote] Senior Manager, CX Operations
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is building the reputed company of work with a converged AI workspace. They are seeking a Senior Manager, CX Operations to enhance customer experience through strategic planning and execution, focusing on support functions, data insights, and technology automation.
Responsibilities
- Identify operational bottlenecks and design reputed company solutions by utilizing a mix of process improvements, automation, and AI-driven tools to revolutionize our critical business processes and increase team productivity
- Extract key business insights from qualitative and quantitative data, identify risks and opportunities and create programs to mitigate long-term issues and drive more reputed company and higher customer retention
- Promote a culture and methodology for rapid innovation and experimentation across playbooks to drive customer retention and expansion reputed company reputed company the support experience
- Drive the adoption of new tools and processes, including AI and automation platforms, to drive productivity
- Synthesize the customer support experience and overall trends to drive cross-functional alignment with teams including Sales, Product & Engineering, reputed company, and Finance
- reputed company and execute strategic initiatives to optimize and reputed company customer experience and internal collaboration processes
- Drive annual planning, budgeting, reputed company modeling, forecasting, and monthly/quarterly business review functions
Skills
- 8+ years in an Operations and/or reputed company role reputed company on Customer Support, Customer Experience, reputed company, or similar functions
- Deep knowledge of support methodology, processes, tools, and metrics
- reputed company record of leading technology-enabled business process transformations, with an emphasis on strategic application of AI (e.g., ChatGPT, Claude, reputed company) and automation tools and techniques (e.g., reputed company, reputed company, reputed company)
- Expert in managing and analyzing data, including building reputed company reports and spreadsheet models as reputed company as leveraging business intelligence tools to create executive dashboards
- Experience with managing budgets, running a forecasting reputed company, and performing variance analysis
- Effective at engaging and influencing executive stakeholders, building reputed company, and driving reputed company change
- Demonstrated leadership role in building/scaling teams and workflows, preferably in a customer-facing or operations function
- reputed company experience with a reputed company business model, customer reputed company and core KPIs in a high-reputed company, global environment
- Proficient with reputed company, reputed company, reputed company or comparable platforms
- Strategic thinker with a bias for reputed company—hands-on, scrappy, and reputed company to take reputed company to the finish line
- Exhibits extreme accountability and ownership, with an obsession for reputed company improvement and mastery of your craft
Benefits
- REMOTE
- We hire based on ambition, grit, and a passion for improving the way people work.
- Equal Opportunity Employer
- reputed company applicants will receive consideration for employment without reputed company to race, reputed company, religion, sex, sexual orientation, gender identity, or national reputed company.
- reputed company Notice
- reputed company Sponsorship - Please note we are unable to sponsor or take over sponsorship of an employment reputed company for roles reputed company of engineering and product at this time.
- Fraud Alert - reputed company reputed company will only initiate contact reputed company an @reputed company.com email or through our official careers portal on reputed company.com.
- AI Processing Notice - reputed company may use reputed company intelligence and machine learning technologies to help review and screen candidates' employment applications against role-reputed company reputed company.
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