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Customer Experience Operations Manager

hace 2 semanas

Ciudad de México, Ciudad de México Maryruth'S A tiempo completo

**Job Overview:**

We are seeking a highly skilled Customer Experience Operations Manager to join our team at MaryRuth. This individual will play a critical role in ensuring seamless coordination and optimal performance between workforce operations and customer support systems.

**Key Responsibilities:

  • Track and analyze the automated self-service system's performance for ongoing optimization and alignment with desired outcomes.
  • Create, review, update, implement, and train CSRs on tech-related SOPs, ensuring alignment with evolving tech advancements for standardized customer service operations.
  • Develop and maintain contingency plans for workforce disruptions, technical outages, etc.
  • Monitor and track the resolution progress of each support ticket, ensuring timely and effective solutions.
  • Analyze customer feedback to identify recurring issues and assess response times for continuous improvements.
  • Serve as the primary point of contact for technical issues within the customer service team.
  • Collaborate with IT teams to integrate new digital solutions, ensuring compatibility with existing systems.
  • Provide ongoing education on operational best practices, emergency response protocols, and customer service excellence.
  • Lead continuous improvement projects to optimize operational processes and enhance customer support capabilities.
  • Monitor real-time data to identify and address immediate staffing needs for efficient resource allocation.

**Requirements:*

  • Bachelor's degree in computer information sciences (CIS), Programming, Computer Software Engineering, Computer Engineering Technologies, or equivalent demonstrated work experience.
  • Strong analytical and problem-solving skills with the ability to interpret data and derive actionable insights.
  • Hands-on experience with customer relationship management (CRM) systems, workforce management tools, and analytics software.
  • Proven ability to collaborate effectively with cross-functional teams.
  • Track record in operations management or customer support coordination.
  • Customer-focused orientation with a deep understanding of customer service principles.
  • Excellent organizational skills, prioritization abilities, and exceptional written and verbal communication skills.

**Compensation:**

The estimated salary for this position is $10-$12 USD/hour, commensurate with experience.

**Benefits Summary:**

We offer competitive compensation, sick time, paid company holidays, flexible vacation, and employee and immediate-family discounts on all products (upon 60 & 90 days of employment).