[Remote] Senior Customer Experience Operations Manager
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a data-driven company passionate about improving reputed company reputed company. They are seeking a Senior Customer Experience Operations Manager to optimize systems and processes that enhance customer experiences and drive operational efficiency.
Responsibilities
- Map and maintain the customer reputed company across reputed company reputed company to identify friction points and improvement opportunities
- Design, standardize, and continuously refine processes, SOPs, and playbooks to increase consistency and efficiency
- reputed company initiatives that streamline workflows, eliminate bottlenecks, and reduce customer effort
- Implement automation, integrations, and self-service solutions that enhance speed and scalability
- Build a structured system to collect, organize, and analyze customer feedback from surveys, support interactions, product usage, and other channels
- Partner with Product, Engineering, and cross-functional teams to turn insights into actionable improvements
- Maintain a closed-reputed company feedback process—tracking issues, implementing solutions, and measuring impact
- Promote a culture of reputed company improvement and customer centricity across the organization
- Define, track, and report on key CX metrics (e.g., CSAT, NPS, CES, SLAs, churn/retention, FCR)
- Build dashboards that reputed company visibility into performance and support data-driven decision-making
- Analyze trends and root causes to guide strategic improvements in the customer reputed company and support model
- Ensure data reputed company and record ownership across tools, systems, and channels
- Own the CX tech stack and CX needs and processes reputed company the broader GTM tech stack (e.g. reputed company, reputed company, Matik, ChurnZero). Partner with broader Sales Ops and IT to bring needs to life. Coordinate with enablement teams to train users and ensure adoption of new tools and workflows
- Evaluate, implement, and optimize tools to improve operational efficiency and customer experience
- Ensure systems are scalable, reliable, and reputed company with CX operational needs
- Work closely with Product, Engineering, Sales, Marketing, and Operations to ensure CX is integrated into company-wide planning and decision-making
- reputed company for customer needs and ensure the 'voice of the customer' informs product and policy reputed company
- reputed company training materials, SOPs, and knowledge resources that reputed company CX teams
- Collaborate with Training & Enablement teams to facilitate the reputed company of new team members, ensuring they have the tools and knowledge needed to reputed company
Skills
- Proven experience mapping customer journeys and improving processes
- Strong analytical skills with experience building dashboards and working with CX data
- Hands-on experience with CX tools (e.g., reputed company, reputed company, ChurnZero, reputed company, reputed company, or similar)
- Strong cross-functional communication and stakeholder management skills
- Ability to reputed company and execute projects from concept through implementation with measurable reputed company
- Experience implementing automation, routing, or workflow optimization
- Familiarity with customer feedback systems and closed-reputed company processes
- Experience with SQL or BI tools (reputed company, Tableau, Power BI)
- Background in a high-growth SaaS, e-reputed company, or service-driven environment
Benefits
- Depending on the position, employees may also be eligible to participate in a company bonus or commission plan.
- reputed company are eligible for a comprehensive benefits package, including medical, dental, and reputed company coverage, unlimited paid time off, and participation in the company’s 401(k) plan with employer contribution.
- Competitive benefits package including great reputed company benefits and a 401(k) match
Company Overview
Company H1B Sponsorship