Customer Experience Operations Leader
hace 4 días
About the Role
Verato is a high-growth healthcare technology company that enables better care everywhere by providing the single source of truth for identity to organizations across the care continuum. We are looking for a talented Customer Experience Operations Leader to join our team in Mérida, Mexico. As a key member of our operations team, you will be responsible for developing, deploying, and enforcing best practices, procedures, and tools necessary to ensure consistency, quality, and maximum efficiency of our Customer Experience organization.
Responsibilities
- Develop and implement innovative methods to enhance the customer experience and drive out friction from Verato teams' engagements with customers.
- Own the operating dashboards of the Customer Experience organization and drive standardization of key metrics and KPIs across each business segment.
- Accountable for the operation, management, leadership, and development of the customer-facing team: Support, Professional Services, Customer Success.
- Serve as a key business partner to Customer Experience leadership and regularly participate in leadership staff meetings to ensure customer experience team's operation is aligned to changing business needs.
- Generate proactive analysis that leads to the identification of process automation and performance improvement opportunities and play a lead role in driving the cross-functional execution of the resulting initiatives.
Requirements
To be successful in this role, you will need to have a proven track record of delivering high-quality results, a passion for customer experience, and excellent leadership and communication skills. You will also need to be proficient in operating dashboards and have experience in process automation and performance improvement.
About Verato
At Verato, we believe in empowering teams with the best tools and development available. We offer a comprehensive compensation package that includes stock options, year-end bonus, extra vacation time, and other benefits that go well beyond the standard. If you are a motivated and talented individual who is passionate about customer experience, we encourage you to apply for this exciting opportunity.
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