Director of CX Operations
Director of CX Operations
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5years
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
This is a remote position.
- This role will be pivotal in ensuring customer service operations are efficient effective and aligned with strategic goals
- Unifying the various independent teams within CX to enhance operational efficiency and align with business goals
- Key responsibilities include overseeing workforce management vendor management and ensuring performance accountability across various teams
- Managing a team of people managers to ensure optimal performance and resource allocation
- Leading a team of 4 direct reports (midlevel Managers)
- Managing external vendor relationships ensuring performance standards are met and overseeing the effectiveness of outsourced support teams
- Using data analytics to spot trends find opportunities and improve areas that boost efficiency and customer satisfaction
- Understanding and enhancing the endtoend customer experience across various business segments
- Negotiating with external vendors and insurance companies
- Working crossfunctionally with stakeholders
- Mentoring a highperforming team fostering a culture of continuous improvement collaboration and accountability
Requirements
- Bachelor s degree in Business Administration Operations Management or a related field; MBA preferred
- Proven track record of successfully managing largescale workforce operations and BPO partnerships
- Strong people management skills and a passion for driving excellence
- Experience in a highgrowth company with a scaling CX and operations team
- You are a seasoned leader with expertise in managing large teams and operations within CX
- You have strong negotiation skills and a solid understanding of P&L and budget management
- Strong analytical skills with the ability to translate data into actionable insights
- Background in business operations aligning customer experience initiatives with overall business goals
- Previous experience with contact centers (a plus)
- You thrive in highpressure situations and respond quickly to challenges
Benefits
- A chance to build your career in a hypergrowth stage company
- A remotefirst company
- Medical Dental and Vision coverage
- 401K
- Employee Assistance Program (EAP)
- Work for a company dedicated to building a diverse equitable and inclusive environment
- You will work directly with their executive leadership team
- Learn and develop with bestinclass leadership and talent
- Competitive Compensation equity
CX, Operations and SaaS
Employment Type
Full Time
