CX Operations Manager

We believe in service, encouraging our employees to contribute time and energy to causes that help improve the people and communities in which they live and work. We are guided by three core values:

• Servant’s Heart—caring enough about other people to understand what their problems are and placing the needs of colleagues, customers, and others over personal objectives.
• Craftsman’s Attitude—taking pride in the work we do and creating solutions that really solve the problem at hand (and trying again if the first attempt doesn’t do the trick).
• Revolutionary Spirit—leaving the world a better place than it was when we found it, and doing things we would be proud to brag about to our grandchildren.

What this role will be doing:

• Develop and oversee the Customer Health Program, ensuring it effectively measures and monitors the health and satisfaction of our customers. Collaborate with cross-functional teams to develop and execute strategies for improving customer health and reducing churn.
• Continuously assess and enhance CX Operations by identifying inefficiencies, streamlining procedures, and implementing strategies to ensure that customer interactions are smooth and effective.
• Utilize customer data to gain insights into customer behavior and needs. Create reports and dashboards that monitor key performance indicators (KPIs) and customer success metrics.
• Ensure that CX Operations comply with relevant industry best practices and Intradiem standards. Partner to implement quality assurance measures to maintain consistency and accuracy in customer interactions.
• Ensure that CX Operations’ strategic priorities are in alignment with Intradiem’s overarching CX mission and vision, collaborating with Customer Success, Customer Sales, and other teams to effectively realize these strategic goals.
• Oversee the effective utilization of CX tools and technology. Evaluate the need for new tools or software and ensure that the existing technology stack supports efficient operations.
• As needed, assist in the management and maintenance of the ChurnZero platform, including user access, configurations, workflows, and automation rules.
• As needed, assist in monitoring the performance and health of ChurnZero, proactively identifying, and addressing issues, and taking corrective actions to minimize downtime.
• Conduct all business in accordance with Intradiem policies and procedures.
• All other duties as assigned.

What this role needs to succeed:

• Bachelor’s degree in Business, Customer Experience, or a related field (or equivalent work experience).
• 3+ years of experience working in CX Operations or a related field.
• Certifications in CX or related fields preferred.
• Experience with SaaS software solutions preferred.
• Strong analytical skills and the ability to use data to drive decision-making.
• Strong problem-solving and program management abilities.
• Strong collaborative skills with an ability to work effectively in a team-oriented environment.
• Works under minimal supervision on multiple priorities with a wide latitude for independent judgment.
• Effective written and verbal communication skills to interact with team members and end-users.
• Flexibility to adapt to changing system requirements and priorities.
• Maintain a deep commitment to delivering excellent customer service and a passion for driving customer experience improvements.