Customer Experience Strategy & Operations Lead
Core
Designing and executing customer support strategy to deliver exceptional customer experience at scale for a diverse array of users.
Role type
Senior Customer Experience Strategy & Operations Lead
Builds
Customer support operating frameworks, forecasting/analytics processes, and automated customer journey playbooks.
Domain
SaaS / Customer Experience / AI
Deliverable
Dashboards & analysis
Required skills
Customer support strategy, operations management, capacity planning, customer segmentation, performance metrics analysis, project management, cross-functional collaboration, data-driven problem solving, AI program implementation
Preferred skills
People leadership, data engineering leadership, AI and automation team leadership
Technologies
Zendesk, Gainsight, Decagon
Responsibilities
Own execution of customer support strategy; Identify and implement operating frameworks for support operations; Refine and track key performance metrics (CSAT, FRT, Churn); Build forecasting and analytics processes; Project manage enhancements to CX tech stack; Automate and scale customer journey touch-points; Set annual and semi-annual plans including headcount and OKRs; Serve as strategic advisor to CX Leadership.
Seniority
Senior, hands-on IC with people leadership
