Description:
• Design, scale, and optimize systems that support the end-to-end customer journey and success metrics.
• Translate company priorities into CX initiatives and operational plans.
• Manage the CX tool stack and budget.
• Implement AI, self-service automation, and governance for CX workflows.
• Oversee metrics, reporting, and executive/Board-level insights.
• Build and maintain an intake, prioritization, and sequencing process for CX work.
• Assess, select, implement, and continuously optimize CX tools and workflows.
• Drive adoption of the CX tech stack across CX and cross-functional teams.
• Develop executive-ready dashboards and analytics that identify trends and inform decisions.
• Lead stakeholder meetings and enablement sessions to support adoption and alignment.
Requirements:
• 5+ years of experience in customer experience, support operations, or a related operations role.
• At least 2 years of leadership experience.
• Experience owning a CX tool stack end-to-end, including optimization, adoption, reporting, and vendor management.
• Experience building reporting and analytics infrastructure for executive leadership.
• Experience managing at least one direct analyst- or coordinator-level report.
• Track record of process improvements with measurable efficiency or cost impact.
• Ability to build spreadsheets, forecasting models, and capacity plans that support operational decisions.
• Experience using AI to build and/or optimize processes.
• Experience with Salesforce, HubSpot, ChurnZero or Gainsight, project management tools such as Klient or Wrike, Zendesk, and Gong.
• CCXP certification or similar industry credentials are highly valued.