Customer Experience Operations Director

hace 4 semanas

Ciudad de México, Ciudad de México Verato, Inc A tiempo completo
{"title": "Customer Experience Operations Leader", "description": "Job Summary

Verato, Inc is seeking a highly skilled 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 and deploying best practices, procedures, and tools to ensure consistency, quality, and maximum efficiency of our Customer Experience organization.

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: Support, Professional Services, Customer Success.
  • Partner with Customer Experience leadership to ensure the operation is aligned to changing business needs.
  • Drive proactive analysis to identify process automation and performance improvement opportunities and lead the cross-functional execution of resulting initiatives.
  • Manage routine maintenance requests related to existing business reporting needs.
Requirements
  • 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.
  • Strong communication and presentation skills with ability to work with senior leadership.
  • Demonstrated management experience in an enterprise software environment (preferably SaaS).
  • Demonstrated ability and experience in customer-facing positions (professional services, consulting, management).
  • Demonstrated ability to manage ambiguity and apply problem-solving skills to unique situations.
  • Demonstrated experience succeeding in a fast-paced environment and managing multiple projects simultaneously.
  • Highly skilled in utilizing and analyzing data to drive decision making; comfortable using Excel to build models, identify insights, and create impactful reporting.
  • Strong attention to detail and focus: This work will be used at the highest levels of decision-making.
  • Demonstrated success with cross-functional coordination, including planning, execution tracking, decision making, and KPI management.
  • A mindset and attitude of relentless simplification and driving continuous operational improvement.
  • Empathy- You approach all peers, partners & customers with kindness and consideration.
  • Challenge the status quo with the goal of bringing in new innovative ideas and improving upon programs and processes.
  • Experience managing a diverse and remote team, including recruiting, training, staffing, and performance management.
  • Preferred experience in the planning and implementation of healthcare software; ideally EHR or Master Data Management (MDM) or Enterprise Master Person Index (EMPI).
  • Demonstrated expertise supporting the sales of professional services, including developing statements of work, pricing, and large-scale proposal development including but not limited to RFI, RFQ and RFPs.
  • A self-starter with strong problem-solving skills and work ethic.

What We Offer

Verato offers a comprehensive compensation package that includes stock options, year-end bonus, extra vacation time, and other benefits that go well beyond the standard.

", "lang_code": "en-US"}

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