Customer Experience Operations Director

hace 4 días


Xico, México Verato, Inc A tiempo completo
About the Role

At Verato, Inc., we're seeking a highly skilled Customer Experience Operations Director to join our team. This is an exceptional opportunity for a seasoned operations professional to lead our customer-facing teams and drive operational efficiency.

About the Job

The CX Operations Director will be responsible for developing and deploying best practices, procedures, and tools to ensure consistency, quality, and maximum efficiency of our Customer Experience (CX) organization. Key responsibilities include:

  • Developing innovative methods to enhance the customer experience and drive out friction from Verato teams' engagements with customers.
  • Owning operating dashboards of the CX organization and driving standardization of key metrics and KPIs across each business segment.
  • Leading the operation, management, leadership, and development of the customer-facing team: Support, Professional Services, Customer Success.
  • Serving as a key business partner to CX leadership and participating in leadership staff meetings to ensure CX team operations are aligned to changing business needs.
About You

To succeed in this role, you'll need:

  • A minimum of 5 years of experience working in operations roles for Customer Success, Professional Services.
  • Detailed knowledge of processes and experience executing complex operations, with an ability to recognize new ways of navigating complex processes for future improvement.
  • Expertise in administration of salesforce, gainsight, referenceEdge, learning management system (LMS), and professional services automation tools.
  • Strong operational management, project management, consulting, and process improvement skills.
  • Excellent communication and presentation skills, with the ability to work with senior leadership.
Compensation

We offer a comprehensive compensation package, including a salary range of $120,000 - $180,000 per annum, depending on experience, plus benefits that go beyond the standard. These may include stock options, year-end bonus, extra vacation time, and other perks.



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