Customer Experience Operations Manager
3 weeks ago
Virtuo is a leading provider of home concierge services, dedicated to making homeownership a simple and joyful experience.
Job SummaryWe are seeking a highly skilled Customer Experience Operations Manager to join our team. As a key member of our operations team, you will play a critical role in ensuring our clients receive exceptional service and support throughout their journey with us.
Key Responsibilities:- Customer Journey Optimization:
- Collaborate with cross-functional teams to design and implement strategies that enhance the overall customer experience.
- Analyze customer feedback to drive improvements in CX processes and touchpoints.
- Identify and address pain points across the client journey to ensure seamless and positive experiences.
- Process Improvement:
- Identify inefficiencies and recommend solutions to streamline CX operations.
- Develop and maintain documentation related to CX processes and procedures.
- Data Analysis and Reporting:
- Utilize data analytics to monitor operational performance.
- Prepare and present regular reports on CX performance metrics, trends, and improvement initiatives.
- Use insights gained from data to drive strategic decisions and improvements.
- Training and Development:
- Develop and maintain training materials and resources for ongoing team development.
- Bachelor's degree in Business or a related field.
- 3-5 years of relevant experience in Customer Success Operations.
- Strong understanding of CX best practices and methodologies.
- Proven track record of managing and improving customer service operations and achieving performance goals.
- Excellent leadership, communication, and interpersonal skills.
- Ability to analyze complex data and translate it into actionable insights.
- Strong problem-solving skills and a proactive approach to addressing challenges.
- Strong aptitude using BI tools.
- Strong project management skills with experience using tools like Asana, Notion or similar platforms.
- Familiarity with technical stack tools that support customer engagement, process optimization and reporting.
- Competitive base salary.
- Paid vacation.
- Comprehensive health benefits.
- Work-life balance.
- Energized and collaborative work environment.
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