Related skills
salesforce sql process improvement project management knowledge management📋 Description
- Define and lead CX strategic initiatives with cross-functional teams.
- Produce high-quality workflows and content for agents.
- Spearhead data-driven decisions to improve processes.
- Collaborate with product, engineering, legal to influence roadmaps.
- Excel in knowledge systems to ensure seamless experiences.
- Pioneer automation and AI adoption; own end-to-end projects.
🎯 Requirements
- 5+ years in process improvement or knowledge management in high-volume CX.
- Strategic process optimization with limited supervision.
- Experience with Salesforce and Genesys.
- Data-driven; interpret CX metrics (AHT, FCR) and content metrics.
- Strong written and verbal communication; translate complex processes.
- Automation/AI experience to streamline workflows.
🎁 Benefits
- Flexible remote work policy (home/office).
- New hire equity grant and annual refresh grants.
- Comprehensive benefits; remote-friendly policies.
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