Operations Excellence Manager

2 days ago


Vancouver, British Columbia, Canada Relayfi Full time

Job Description

We're seeking a highly skilled Operations Excellence Manager to join our team at Relayfi. This role requires a unique blend of operational expertise, technical knowledge, and leadership skills. If you're passionate about driving process improvement and delivering exceptional customer experiences, we encourage you to apply.

Key Responsibilities:

  1. Develop and implement strategies to improve CX processes, driving efficiency and effectiveness.
  2. Lead and manage the CX Operations team, ensuring seamless workflows and excellent customer experiences.
  3. Collaborate cross-functionally with Support, Product, and Operations teams to achieve shared goals.
  4. Analyze and interpret data to inform decision-making and drive continuous improvement.
  5. Maintain a pulse on CX team performance, identifying areas for growth and implementing solutions.

Requirements:

  • 3-7 years of experience in customer experience operations, systems, and enablement.
  • Diverse experience across CX Operations, including quality assurance, workforce management, training, automation, and more.
  • Expertise in customer service software, with a focus on system administration, design, and implementation.
  • Strong analytical and problem-solving skills, with a proven track record of driving innovation and improvement.
  • Experience working in a fast-paced, dynamic environment, with a passion for coaching and people development.


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