Related skills
looker salesforce sql tableau zendesk📋 Description
- Own end-to-end CX pillar operations; set strategy, quarterly plans, KPIs, and SLAs.
- Lead, coach, and develop a team of 2 direct reports; set goals and rhythms.
- Drive vendor performance across BPO network; workforce planning, QA, reviews.
- Partner with Product Ops, Eng, Design, and Support to scope and pilot changes; run experiments.
- Build and maintain dashboards for weekly reviews; diagnose root causes and ROI.
- Lead incident management and root-cause analysis; implement corrective actions and updates.
- Institutionalize continuous improvement via SOPs, training, and change mgmt.
🎯 Requirements
- 6+ years in CX operations, service delivery, or program management.
- 2+ years of people management with direct reports.
- Vendor/BPO ops experience with SLAs, QA, WFM, capacity planning.
- Proficiency in data analysis: SQL; dashboards (Looker/Tableau); advanced Excel.
- Proven automation experience reducing contacts and improving CSAT.
- Excellent communication and stakeholder mgmt; lead weekly/monthly reviews.
- Bachelor’s degree in Business, Operations, Engineering, or related field.
🎁 Benefits
- Remote-first with flex-first policy on where you work.
- New hire equity grant and annual refresh grants.
- Comprehensive benefits; see Flex First policy for details.
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