Customer Experience Operations Lead Jobs

Manage a team of Customer Experience Operations professionals, providing guidance, support, and coaching to ensure optimal performance and professional growth

Effectively project manage complex, cross-functional key initiatives, and communicate clearly through effective strategic presentations and organized tracking systems

Strong problem-solving skills, with a proven ability to analyze complex issues and provide compelling solutions

Excellent communication and collaboration skills

Ability to to work remotely

Collaborate with cross-functional teams, including Product and Systems, to identify and address operational challenges and optimize processes

Strong organizational and time management skills, close attention to detail and be able to effectively handle multiple priorities.

Basic fabrication, assembly and electronics skills such as but not limited to Sheetmetal fabrication, welding, drilling, punching and soldering.

Support customer directly with post sales installation, service & technical questions.

Support Inside sales with both pre and post sales questions and issues.

Evaluation, testing and root cause analysis of returned, defective and site issues.

Support production / manufacturing by assisting in quality issues during builds and well as post shipment issues.

Relationship management - Proficiency: 5/5

Project management - Proficiency: 5/5

Structure: We are organized around the following key portfolios: Growth, Customer Success, Product, Engineering, Data, People & Culture, Finance & Operations

Customer success or sales experience

Industry: SaaS / AI - technology and data are at the core of what we build

Team: We are a team of 30-50 across US and Canada with main hubs in New York and Toronto

Experience in customer support, product management, and copywriting.

Champion customer needs and insights to shape product requirements and feature prioritization.

Identify opportunities to enhance the user experience and collaborate with UX/UI designers and engineers for implementation.

Strong customer-centric mindset with exceptional communication and problem-solving skills.

Detail-oriented with a strong sense of ownership and a passion for delivering exceptional customer experiences.

Act as a liaison between customers and the product development team, effectively communicating customer concerns, bugs, and feature requests.

3-4+ years experience in customer service or operations management

Manage customer inquiries to ensure a luxury experience.

Optimization of Experience & Operations team processes and procedures as they stand today.

Exceptional customer service skills and the ability to exceed expectations for a demanding client base

Strong execution skills and proven track record thereof

Strong networking and relationship-building skills

Educating participants about the exchange and developing our education hub, first-round experiences, and other instructional services

Managing Kalshi's relationship with its members and providing them with a robust and reliable line of communication

Helping participants through issues they're facing and providing them with the support they need as they get onboarded onto the exchange

Owning our company Discord, Reddit, and other community channels

Ensuring timely determination and settlement of our markets on a daily basis

Executing the backend operations to launch new markets

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

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

A DAY IN THE LIFE OF AN OPERATIONS & CUSTOMER EXPERIENCE MANAGER

Logistics & Supply Chain Management

Document all SOPs and organize accordingly in Guru knowledge base

3+ years of experience in FMCG / operations – preferably cosmetics

Experience in working independently and documenting processes

Enjoy working remotely with flexible hours but can meet strict SLAs without any exceptions

Intermediate PC skills with working knowledge of spreadsheets and reports.

Manage the support queues (email, chat, social, etc.) to ensure we meet KPIs as defined.

Strong desire to teach and coach a team to deliver quality customer experience.

Demonstrate the ability to manage multiple tasks, while effectively focusing on priority issues.

Bachelor's degree or equivalent work experience.

Provide continual evaluation of processes and procedures. Suggest methods to improve operations, efficiency, and service to both internal and external customers.

Delivering exceptional customer experiences in the role of the Customer Sales lead through coaching, zoning, team selling and personally selling.

Experience reviewing business reports and insights and taking immediate and deliberate action to achieve results.

Experience with influencing cross-functional partners in informal and formal settings to get things done.

1 year of retail experience preferred

A Victoria’s Secret & Co Customer Experience Lead

All Store Leadership Team responsibilities include:

Bachelor’s Degree in relevant field or equivalent knowledge/experience

Responsible for implementing the Customer Experience technology strategy to support our contact centers and airport operations

Airport of the Future initiatives that will create a convenient, connected, and consistent experience across all airport touch points

Partners with leaders across our operation and commercial teams to lead the transformation of the customer and team member experience

10 years of progressive experience in leadership roles, overseeing large workgroups with cross-functional teams

Experience with airline workgroups preferred

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

Ability to work under pressure, multitask, prioritize and manage time effectively.

Strong problem-solving/troubleshooting and communication skills with the different departments.

Exceptional interpersonal skills, a real team player.

Previous work experience in customer service - an advantage.

Be responsible for providing outstanding support to customers through various channels.

Focus on consistently achieving high customer satisfaction.

Delivering exceptional customer experiences in the role of the Customer Sales lead through coaching, zoning, team selling and personally selling.

Experience reviewing business reports and insights and taking immediate and deliberate action to achieve results.

Experience with influencing cross-functional partners in informal and formal settings to get things done.

1 year of retail experience preferred

A Victoria’s Secret & Co Customer Experience Lead

All Store Leadership Team responsibilities include:

Extraordinary communication skills - both written and verbal

Strong problem solving and troubleshooting skills

Technical aptitude with knowledge of Discord features, and desktop and mobile operating systems

Experience with bug tracking programs (Asana, Jira, Phabricator)

1+ years experience with QA processes and procedures

BA/BS or equivalent work experience

Deliver an exceptional customer experience throughout the customer lifecycle; diagnosing communicating, and ensuring resolution of complex customer issues

Excellent written & verbal communication skills, patience, and empathy

Experience with (and ideally, an opinion on) various customer service platforms (ex. Zendesk), technologies, and communication channels

Build organized, process-driven customer support flows with a bias towards written documentation

Become an expert on our mission, platform, and product

Create customer-facing self service support documentation (ex. FAQs, demos)

Facilitates meetings with management to review and examine identified Innovation needs and desired outcomes stakeholdering appropriately throughout the organization

Support creation of business requirements to enable our customer experiences

Work with IT, ED&A, PS, Success, Training, Change Management, Advocacy WFM to help with things like:

Supporting creation and execution of the change management plan and strategy

Creating workflow documentation for new customer experiences

Writing test plans for validating quality and behavior of our new experiences