CX Operations Manager - Domain
Core
Own CX strategy and processes for Real Time Agent and Engage products, leading a large international delivery team to ensure seamless customer support experiences.
Role type
Senior CX Operations Manager (Team Lead)
Builds
Customer support operations and processes for Real Estate SaaS products
Domain
Real Estate Technology / SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Team management (managing managers), CX strategy, Operations management, Process improvement, Zendesk proficiency, Data analysis, Negotiation, Presentation
Preferred skills
Managing overseas teams, System efficiency optimization
Technologies
Zendesk
Responsibilities
Strategize long-term vision for service and customer experience; Design and optimize team structures; Propose and own improvements to systems and processes; Communicate product issues to Product leads; Track and monitor team effectiveness against key metrics (Employee and Customer Satisfaction Scores); Inspire and coach team leaders.
Seniority
Senior, hands-on IC with leadership responsibilities
