Customer Experience Operations Lead Jobs in Iowa

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.

Experience with rolling out new initiatives and with change management.

Process payroll and support the Workforce Management team with schedule management.

Develop and manage an internal infrastructure with systems, programs, reporting, and business updates for a well-ordered operation and exceptional customer experience.

Work with People & Culture and Benefits to support team members.

Proven leader with the ability to motivate others to deliver exceptional customer experiences through support, coaching, and development.

Skilled at dealing with ambiguity and demonstrated flexibility in a changing work environment.

7-10 years of experience in Sales or Customer Success operations, revenue management, or a related field

Build and manage Customer Success operations processes, such as territory planning, forecasting, and pipeline management

Define revenue processes in Gainsight, including workflows for lead management, opportunity management, sales handoff, and revenue recognition.

Experience in the field of education, school / district leadership, educational publishing / technology

Bachelor’s Degree in business administration, finance, or related field

Experience with leading and training team members on new processes