Success Operations Manager

Responsibilities

• Lead, prioritize, and coordinate the efforts of the groups within the Success Ops team to improve CX.
• Leverage AI and internal resources to provide Quality Assurance, Training, Knowledge Management, Workforce Management, Data Analytics, and system testing.
• Partner with digital and commercial business teams for executing improvements of commercial and CX initiatives.
• Collaborate with Digital, Marketing, and CDO (Sales) to ensure customer experience aligns at all touchpoints for customers and consumers for both efficiencies and effectiveness.
• Explore, implement, and teach emerging tools that elevate internal and external user experiences, including evolving services such as BOTs, self-service, and new company innovations.
• Deliver key department metrics to include Agent Performance, Department Service Indicators, Quality Experience, and C4C data insights to identify opportunities for improvement.
• Showcase data and partner with operations Team Leaders to act on identified areas of opportunity.
• Collaborate with Operational Leadership to set long-term strategy for analytics and data management required to support a maturing CX experience within the CXEC.
• Support internal measurement that improves NPS and CSAT indicators.
• Lead customer surveys within CXEC for continuous feedback.
• Develop a world-class diverse organization by sourcing and managing a team through individual career development, coaching/performance management, and succession planning.
• Lead the career pathing initiatives for the department and foster a culture of continuous learning.

Requirements

• Bachelor's degree
• 5+ years of experience in customer facing teams in multi-channel environments
• 2+ years of experience managing projects and/or people
• 3+ years technology experience, such as making improvements to current digital platforms, AI enhancements, BOT development, data mapping/analytics, and/or integration between systems.

Qualifications

• Preferred: 3+ years managing diverse teams, preferably in data, digital, and/or call center leadership.