Customer Experience Operations Lead Jobs

Excellent problem-framing, problem solving and project management skills

Strong written and verbal communication skills and experience communicating with C-level business leaders

Drive strategic priorities to enhance Tesla’s ownership experience in Service and Customer Support globally

Consolidate customer feedback, regional requirements and performance metrics for comprehensive improvement plans for internal systems and tools

Family-building, fertility, adoption and surrogacy benefits

401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits

Change Management skills: Pirate Ship is a rapidly growing company where change is common.

Bottle Your Messages: Generate regular and ad-hoc reports - presenting regular reports to management, highlighting insights and progress towards CX goals.

Advanced knowledge of MS Excel, including experience with data manipulations - Lookups, PivotTables, External Data Connections.

Familiarity with CRM systems, customer data management practices, and workforce management software.

Experience and intimate knowledge of the United States Postal Service (USPS) and/or UPS.

We pay incredibly well and offer world-class health benefits so you can focus on being a balanced pirate!

Maintains comprehensive knowledge of applicable products, services, company policies and procedures.

Help other departments as assigned by manager.

Recognize, document, and alert the manager of trends in customer calls.

Recommend process improvements to appropriate resource or manager.

Meet departmental goals and the position expectations as established by manager.

At least three years’ experience in leading contact center activities or the equivalent combination of training and work experience is preferred.

Strong project management and organizational skills.

Experience managing a remote team

Ideate and execute on strategies to increase conversion rates with emphasis on consumer experience, data collection, and enrollment growth.

Bachelor's Degree or equivalent experience preferred.

3+ years’ experience managing diverse teams and driving performance improvement.

Excellent problem solving and communication skills.

Strong relationship management skills and ability to influence decision making

Organizational and time management skills

2+ years of supervisor and/or manager level experience

Participate in business projects and initiatives, especially those that are impactful to and/or pose a risk to the customer experience

Build a system of recovery of members after a negative experience and recommend mechanisms to retain these members

Partner with Marketing to engage and convert new members being acquired through different channels with a personalized experience

Drive the implementation / expansion of experience management tool in partnership with technical teams when needed

Ability to lead complex projects involving multiple functions with excellent project / program management and organizational skills

Advanced experience implementing, using and driving enterprise use of an experience management platform – Qualtrics experience a plus

Partner with the VP, Enterprise Customer Experience to build a best-in-class research and insights strategy and framework

Develop, manage and execute high quality research initiatives from end-to-end

Analyze qualitative, quantitative and operational data to uncover insights focused on drive action to improve the customer experience

Oversee customer service operations and ensure high-quality customer experience

Manage our customer service team and provide leadership, coaching, and mentorship

Manage and continuously improve our operational systems and processes

Collaborate with cross-functional teams to improve business processes and customer experience

5+ years of experience in customer service and operations, preferably at a consumer business

Strong leadership, communication, and interpersonal skills

Qualifications we seek in you!

Adobe Analytics specialist with hands on experience in Business Analysis and Storyboarding.

Experience with Report Builder and various functionalities of Adobe Analytics.

Prior experience in Hospitality or Media and Entertainment clients will be preferred..

Experience of working in functions like Marketing, Customer Experience or Commercial Strategy.

Welcome to the relentless pursuit of better.

Support collaboration and change management within Global Operations as well as cross-functional teams and Segment/Markets

Working knowledge and or experience managing teams using data analytics platforms, data visualization tools and Simulation Software or similar.

Held previous roles in working in global functional teams / and or market experience in Operations.

Effective communication skills with the ability to convey concepts and narratives in a compelling manner across all stakeholder groups.

Comfortable with ambiguity and skilled in defining / bringing structure to solve business problems.

Nothing in this job posting or description should be construed as an offer or guarantee of employment.

Work with the Customer Experience team to help elevate the Spanx brand and build engagement with our customers

Analyze qualitative and quantitative data and identify opportunities. Provide actionable recommendations to improve the customer experience

Dive into the details of customer experience reports and data to mine out significant opportunities.

Interact with other departments across Spanx to gain additional product and/or technical knowledge as necessary 

Bachelor’s degree in related function or comparable professional experience

3+ years of experience in a customer-focused role preferably in social media, customer experience, eCommerce, fashion/retail, customer/market research 

Ideal Experiences / Qualifications / Capabilities

Ensure brilliant stakeholder management with customer service teams and own GT improvement agenda with CS teams in your region

Manage GT Inventory levels ensuring SLOB management in control

5+ years relevant supply chain experience

Experience of working with and leading diverse teams indirectly

Experience in governance, brand change, manufacturing, logistics and planning preferable

Experience in both people and budget management

A background of working within a customer experience proposition development, project design, and implementation

Excellent communication and presentation skills, both internally and externally focused

Project plan the development and delivery of agreed initiatives around permanent and respite resident experience

Work with the Dementia, Care and Regulation team to deliver holistic care aligned to our regulatory responsibilities

Access to a wide range of retail and leisure discounts at big brands and supermarkets

Experience in both people and budget management

A background of working within a customer experience proposition development, project design, and implementation

Excellent communication and presentation skills, both internally and externally focused

Project plan the development and delivery of agreed initiatives around permanent and respite resident experience

Work with the Dementia, Care and Regulation team to deliver holistic care aligned to our regulatory responsibilities

Access to a wide range of retail and leisure discounts at big brands and supermarkets

1+ of Previous management/leadership experience preferred

Actively manage phone agents productivity and adherence by using real time dashboard monitoring and provide coaching and support to agents.

Report to Manager any system outages, personnel issues or areas of concern in a timely manner.

High School Diploma required, advance certification a plus

Familiar with software such as Word, Excel, Web Browsers and Browser based web applications. Salesforce knowledge preferred

Accessibility to secure, quiet work space with high-speed internet to work remotely

Proven experience in business development, strategic partnerships, or alliance management, preferably in the technology or software industry.

Strong negotiation and contract management skills.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.

Strong understanding of Customer Experience and/or Contact Center solutions and the role of in the market.

Ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively.

Past experience working for a large system integrator and serving clients

You have basic knowledge of Excel, and strong verbal, written, and presentation skills.

We offer health insurance and other team benefits.

You’ll follow up with customers throughout the interaction to ensure a WOW customer experience (CX).

You have experience with social CX tools (Sprout, Sprinklr, Meta Business Suite, etc).

You have excellent verbal, written, and interpersonal communication skills.

You have good decision-making and critical-thinking skills.

Proven experience in business development, strategic partnerships, or alliance management, preferably in the technology or software industry.

Strong negotiation and contract management skills.

Strong understanding of Customer Experience and/or Contact Center solutions and the role of Global Systems Integrators (GSIs) in the market.

Excellent interpersonal and communication skills, with the ability to build rapport and influence stakeholders at various levels.

Ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively.

Past experience working for a large system integrator and serving clients

Collaborate with ET to optimize Salesforce architectural improvements to better support CX activities like customer management, renewals, and customer health

Familiar with deploying Account Management tools like Gainsight

Experience building health and adoption scoring - aggregating data, mapping between systems, and scoring optimization

Experience building Salesforce-integrated technology solutions, reports, and dashboards and adjusting permissions, validation rules, and workflow rules

Able to translate business problems into technical requirements for technical audiences and business impact conversations for non-technical audiences

Mental health, wellness & fitness benefits

Builds, Maintains, and Executes Customer Experience scorecards and KPI management

Supervises a team to provide customer success, analytics, process mapping, and business requirements testing and execution for the Customer Experience department

Education required: Bachelor’s degree in business, technology, finance, or related field

10+ years’ work experience including supervisory/manager experience with one or more direct reports

Experience leading remote and/or global teams

Continuous improvement of both customer experience and service efficiency