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Customer Experience Operations Director

hace 2 meses


Mérida, Yucatán, México Verato A tiempo completo
About the Role

Verato, a leading healthcare technology company, is seeking a highly skilled Customer Experience Operations Leader to join our team in Mérida, Mexico. As a key member of our Customer Experience organization, you will be responsible for developing and deploying best practices, procedures, and tools to ensure consistency, quality, and maximum efficiency of our customer-facing teams.

Key Responsibilities
  • Develop and implement innovative methods to enhance the customer experience and drive operational efficiencies.
  • Own and manage the operating dashboards of the Customer Experience organization, driving standardization of key metrics and KPIs across each business segment.
  • Lead the operation, management, leadership, and development of the customer-facing team, including Support, Professional Services, and Customer Success.
  • Collaborate with Customer Experience leadership to ensure alignment with changing business needs and participate in leadership staff meetings.
  • Identify process automation and performance improvement opportunities and drive cross-functional execution of resulting initiatives.
  • Manage routine maintenance requests, implement and manage high-quality operating metrics, and design systems for forecasting, planning, and budgeting.
  • Own and manage CX segment bookings, utilization, revenue, and margin forecasts, as well as reporting of actuals.
  • Support CX leadership with fact-based metrics for planning and budgeting processes.
  • Partner with Finance to ensure consistent and accurate business planning and forecasting.
Requirements

To be successful in this role, you will need to have a strong background in customer experience operations, with experience in developing and implementing best practices, procedures, and tools. You will also need to have excellent leadership and communication skills, as well as the ability to work collaboratively with cross-functional teams.

What We Offer

Verato offers a comprehensive compensation package, including stock options, year-end bonus, extra vacation time, and other benefits that go beyond the standard. We are committed to building a strong people-first culture that attracts, develops, and retains the best talent in the world.