Customer Experience Operations Manager

Role Function

We’re seeking a Customer Experience Operations Manager to join our growing Revenue Operations team! This position is responsible for leading, and tracking strategic and operational programs and initiatives to improve the Customer Experience team’s ability to deliver against customer metrics and goals. The Customer Operations Team works in orchestrating results cross-functionally along the revenue spectrum with a specialization on CX (customer experience) programs and initiatives. The Customer Experience Operations Manager develops and refines CX operations and technology required to see the entire customer journey from the customer’s perspective. 

Ideal candidates are passionate about systems, data, and technology, are detail-oriented and critical thinkers who are energized by using technology to solve problems and promote efficiency. A key focus of this role is  making life easier for our customers by creating impactful processes and workflows that help them succeed.

This role reports to the Director, Revenue Operations with a dotted line to the Director, Customer Experience.

Responsibilities

• Manage and support customer order fulfillment operations and tech stack to achieve on-time and satisfactory shipments & deliveries
• Execute order fulfillment improvement projects based on internal CX team requirements - working with implementation partners and downstream integrations with third party warehouse, shipping carriers, and communication platforms
• Help oversee our CX Ops tech stack solution architecture and administration with a focus on end-user usability and data hygiene
• Equip cross-functional teams with a single view of the customer lifecycle & journey across different routes-to-market and customer segments 
• Deploy process and tools to level up cross-functional delivery of customer experience with account management playbooks, engagement scorecards, and risk escalations 
• Administer and optimize customer engagement, education, and customer service platforms including web pages, web forms, LMS/knowledge bases, surveys, phone/chat/email - Rise.com, Zendesk, SurveyMonkey, marketing automation systems, text message outreach
• Create efficient tracking and automation for customer rewards & referral programs 
• Determine the best way to collect, analyze, and act on voice of customer data at key touch points across the customer journey
• Enable stakeholders to respond quickly respond to customer feedback and escalations through systems they use everyday 
• Own reporting and dashboards needed to measure and continuously improve CX strategy and tactics across conversion, adoption, engagement, renewal/expansion stages

Targeted Skills & Experience

• Experience with shipping physical products
• Experience in Salesforce
• Proven ability to lead projects and work across full bowtie revenue spectrum on customer experience, vs only customer success
• Ability to easily work across multiple time dimensions - present and future - and multiple GTM functions - Data, Ops, Enablement, CX - as well as cross-functional stakeholders
• Proven ability to navigate sophisticated Enterprise organizations to accelerate product adoption, influence collaboration, and promote opportunities for growth.
• Experience prioritizing multiple business units of the same customer.
• Shown ability to learn and explain a technical product or concept.
• A customer-focused mentality and passion for customers’ success with the ability to balance the needs of the customer with those of the business.
• Desire and curiosity in analyzing data from multiple perspectives to uncover  business insights and drive decision-making

This role demonstrates our core values by:

• Boldness: Continuously challenging the status quo in our sales processes and operating procedures to make them more efficient and scalable.
• Ownership: Building new sales processes and SOPs proactively and keeping existing resources updated on an ongoing basis.
• Creativity: Applying new methods to analyze our data and make use of it in the sales process.
• Respect: Updating sales plans and quotas immediately after changes are made and delivering commissions payments on time.