Senior Operations Manager
hace 7 días
Company Overview: At SpotOn, we're helping restaurants and small businesses compete and win with flexible payment and software technology—backed by real people who really care.
We strive to create better experiences for our customers and employees by providing seamless point-of-sale systems and integrated restaurant management solutions. Our goal is to help local businesses increase profits and improve their operations.
Our company has achieved several milestones recently:
- Named one of Fast Company's Most Innovative Companies
- Awarded Great Places to Work and Built In's Best Workplaces for three consecutive years
- Selected as the Best Overall Restaurant POS by NerdWallet
- Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users
As a Senior Client Experience Manager, you will be responsible for leading and optimizing our Expert Support operations. Your role will involve overseeing a team of Client Experience Leaders & Analysts, ensuring exceptional client support, and driving performance metrics.
Key Responsibilities:
- Provide strategic direction and senior leadership to the Expert Support Operations, ensuring optimal performance based on provided metrics and quality assurance assessments.
- Collaborate with executive leadership to align customer experience strategies with overall business objectives and ensure seamless execution.
- Drive the development and implementation of comprehensive customer experience strategies, focusing on exceeding client expectations and achieving industry-leading service levels.
- Analyze and interpret customer feedback and market trends to identify opportunities for enhancing the client experience and differentiating our brand.
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