Customer Experience Operations Manager
Source: Himalayas
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This role is for a Customer Experience Operations Manager focused on driving team effectiveness and efficiency through data. Key requirements include collaborating with CX leadership, monitoring CX systems, analyzing customer lifecycle data, and building dashboards. The opportunity is interesting as it offers a people-first culture and comprehensive benefits including premium healthcare coverage.
Job Description
We're looking for a Customer Experience Operations Manager to drive the effectiveness and efficiency of our team through data and become a key partner in defining customer experience objectives, strategy, and tactics, and in implementing processes that scale. We believe in people first, curiosity, and empathy.RequirementsCollaborating closely with the CX VP and managers to gain insights into our current business growth stage and departmental needsMonitor and troubleshoot data issues across CX systems (Churnzero, Intercom, Salesforce, BigQuery)Partner with Finance and Revenue operations to monitor the entire customer lifecycle (contracting, onboarding, renewals, churn)Analyze and improve our Customer Health ScoreBuild and maintain centralized dashboards for CX functions (Support, Customer Success, Account Management)Establishing, maintaining, and enforcing SLAs across Revenue and CX teamsBenefits100% premium coverage on our healthcare plans for employees and their familiesDental & vision coverage for employees and familiesNew laptop & equipmentWellness StipendOriginally posted on Himalayas
Full Description
We're looking for a Customer Experience Operations Manager to drive the effectiveness and efficiency of our team through data and become a key partner in defining customer experience objectives, strategy, and tactics, and in implementing processes that scale. We believe in people first, curiosity, and empathy.RequirementsCollaborating closely with the CX VP and managers to gain insights into our current business growth stage and departmental needsMonitor and troubleshoot data issues across CX systems (Churnzero, Intercom, Salesforce, BigQuery)Partner with Finance and Revenue operations to monitor the entire customer lifecycle (contracting, onboarding, renewals, churn)Analyze and improve our Customer Health ScoreBuild and maintain centralized dashboards for CX functions (Support, Customer Success, Account Management)Establishing, maintaining, and enforcing SLAs across Revenue and CX teamsBenefits100% premium coverage on our healthcare plans for employees and their familiesDental & vision coverage for employees and familiesNew laptop & equipmentWellness StipendOriginally posted on Himalayas