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crm ai workflow design automation📋 Description
- Own and scale the Client Experience function, including team design.
- Define and execute a Client Experience strategy aligned with goals.
- Design and optimize core client servicing workflows to reduce cycle time and cost.
- Establish and own service-level KPIs and OKRs (CSAT, SLAs, churn).
- Drive tooling, automation, and AI-enabled solutions to improve effectiveness.
- Partner cross-functionally with Product, Engineering, Operations, and advisors to roll out tools and processes.
🎯 Requirements
- 8-12+ years in business ops, CS & support, or consulting with leading support teams.
- Proven experience building and scaling multi-layer service teams.
- Strong track record designing and optimizing service workflows with impact on efficiency and cost.
- Deep experience owning service metrics such as CSAT, SLAs, and efficiency.
- Tech-forward operator with experience deploying tech-enabled solutions to boost efficiency.
- Excellent communication and stakeholder management; comfortable with customer interactions.
🎁 Benefits
- Unlimited PTO and paid holidays
- Medical, dental, and vision plans
- 401(k), Commuter, and HSA/FSA plans
- NYC office in Manhattan
- Lunch and snacks provided in the office
- Mental health care and counseling resources
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