Key skills
SQLStakeholder ManagementChange ManagementCommunication
About this role
Role Overview
- own end-to-end operations for designated CX pillar(s)
- lead, coach, and develop a team of 2 direct reports
- drive vendor performance across our BPO network in partnership with Vendor Managers
- partner with Product Ops, Engineering, Design, and Support to scope, prioritize, pilot, and launch product and process changes
- build and maintain dashboards and reporting that power weekly business reviews
- lead incident management and root cause analysis for spikes or defects
- institutionalize continuous improvement through SOPs, training, and change management
Requirements
- 6+ years of experience in customer experience/support operations
- 2+ years of people management experience with direct reports
- proven experience overseeing vendor/BPO operations
- proficiency with data analysis, including SQL for querying operational data
- excellent communication and stakeholder management skills
- bachelor’s degree in Business, Operations, Engineering, or a related field
Tech Stack
- SQL
Benefits
- competitive compensation
- benefits offerings
- new hire equity grant
- annual refresh grants