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.
Role type
Senior CX Operations Manager
Builds
Customer support experience and operational efficiency for Real Estate SaaS products
Domain
Real Estate Technology / SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Team management (managing managers), CX strategy, Operations focus, Tech/SaaS experience, Zendesk proficiency, Process improvement, Negotiation, Analytical mindset
Preferred skills
Managing overseas teams, System efficiency optimization
Technologies
Zendesk
Responsibilities
Strategize long-term CX vision with Product teams; Design and optimize team structures; Propose and own system/process improvements; Track and monitor team effectiveness against satisfaction metrics; Coach and develop team leaders; Collaborate with Customer Solutions Directors and Product Leads
Seniority
Senior, hands-on IC with leadership responsibilities