Senior Operations Manager

hace 3 semanas

Ciudad de México, Ciudad de México Tbwa ChiatDay Inc A tiempo completo
Senior Operations Manager | Expert Support

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. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their customers and employees.

Recently, SpotOn was:

  • Named one of Fast Company's Most Innovative Companies of 2024
  • Awarded Great Places to Work and Built In's Best Workplaces for the third year in a row
  • 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

We're committed to caring hard and moving fast so that we can continue to grow and make a positive impact together.

Job Summary: We are seeking a highly experienced and dynamic Senior Client Experience Manager to lead and optimize our Expert Support operations. As a Senior Client Experience Manager, you will be responsible for overseeing a team of Client Experience Leaders & Analysts, ensuring exceptional client support, and driving performance metrics. We are looking for a candidate with a proven track record in customer experience management, exceptional leadership abilities, and a strategic mindset to elevate our client experience to new heights.

  • 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.
  • Partner with cross-functional teams, including senior leadership, training, workforce management (WFM), and quality assurance (QA), to align efforts and drive a consistent and exceptional customer service experience.
  • Communicate the business strategy to reporting team leads, conduct regular team meetings, and provide timely updates on company policies, procedures, and product enhancements.
  • Oversee workload distribution, ensuring efficient call handling during outages or staff shortages, and handling call escalations as necessary to maintain exceptional client satisfaction.
  • Develop and implement action plans to continuously improve call center performance, customer satisfaction, call resolution, and quality assurance metrics.
  • Approve staffing and scheduling recommendations provided by WFM, ensuring optimal resource allocation to meet service level agreements and maintain high customer service standards.
  • Conduct and enforce disciplinary action meetings and performance improvement plans when required, fostering a culture of accountability and continuous improvement.
  • Champion a customer-centric culture throughout the organization, leading by example and inspiring the team to deliver exceptional service at every touchpoint.
  • Foster a positive and engaging work environment, promoting professional growth and development opportunities for team members.
  • Collaborate with senior management to develop and manage departmental budgets, effectively allocating resources to support operational goals.
  • Stay updated on industry trends, best practices, and emerging technologies to drive innovation and enhance the client experience.
  • Perform any other duties as assigned by executive leadership to support overall business objectives.

Qualifications:

  • Minimum of eight years of experience in customer experience management with a focus on leadership and managerial responsibilities, preferably in a senior-level role.
  • Proven track record of driving customer experience excellence and delivering outstanding results in call centre operations and start-up environments.
  • Exceptional strategic thinking and problem-solving skills, with the ability to navigate complex business challenges and drive innovative solutions.
  • Strong leadership abilities, with a track record of inspiring and motivating teams to achieve high levels of performance and exceed goals.
  • Excellent organizational and time management skills, with the ability to manage multiple priorities and deliver results within tight deadlines.
  • In-depth knowledge of customer service principles and practices, along with a deep understanding of industry trends and best practices.
  • Proficiency in data analysis and reporting, with the ability to derive actionable insights and make data-driven decisions.
  • Outstanding communication and interpersonal skills, with the ability to build strong relationships and collaborate effectively across all levels of the organization.
  • Demonstrated expertise in project management, successfully leading and executing strategic initiatives.
  • Strong business acumen, with a deep understanding of the business landscape and the ability to align customer experience strategies with broader business objectives.

Area:

This role is 100% on-site and is based in Paseo de la Reforma. (CDMX)

SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.

SpotOn is an e-verify company.

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