Customer Experience Operations Manager
2 days ago
We are seeking a highly skilled Customer Experience Operations Manager to join our team at Success Academy Charter Schools. As a key member of our customer experience team, you will be responsible for delivering exceptional customer service and driving operational excellence across our organization.
Key Responsibilities:- Participate in the collaborative definition of the vision for new or improved experiences
- Help drive and improve CX operational processes & strategies (including workflow, cost metrics, etc.) and maintain the function's budget
- Ensure operating processes are efficient, repeatable, and scalable as the function grows
- Build tools to empower and bridge disciplines in partnership with Product/Concept Owner(s), Designers, and Researchers
- Partner with Human Resources and Team Leads to ensure a clear definition of necessary capabilities within the function; support the execution of hiring plans and headcount strategies, ensuring alignment with overall business strategy
- Oversee stakeholder relationships, manage regular cadence meetings, facilitate problem-solving within teams, and ensure compliance with governance approval processes
- Source and maintain access to critical technological tools, ensuring they met the needs of the CX function
- Bachelor's degree in Business Administration, Project Management, Operations Management, or related field
- 5+ years of professional experience and proven success in an operations management and/or project management role within a customer experience (CX) or design function
- Experience with managing budgets, and managing multiple stakeholders with many moving parts
- Experience in sourcing and managing tools such as Miro, Figma, and other related software
- Strong project and program management skill, with a track record of successful project delivery
- Strong understanding of / experience with CX, UX and UI design; Ability to collaborate and co-create with people from a variety of disciplines
- Excellent interpersonal, written and verbal communications skills
- Proficiency with Microsoft Office Suite
We offer a competitive salary range of $80,000 to $90,000 per year, commensurate with experience. Success Academy Charter Schools is an equal opportunity employer and actively encourages applications from people of all backgrounds. Compensation is competitive and commensurate with experience. Success Academy offers a full benefits program and opportunities for professional growth.
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