Customer Experience Operations Manager

Monograph

Remote
$110,000 - $135,000 salary; not specified; compreh...
Fully remote
Customer experience operations
Data analysis and insights
Process creation and implementation
Monograph is seeking a Customer Experience Operations Manager to enhance the effectiveness of their team through data analysis and process implementation. The role involves collaborating closely with leadership, monitoring customer data, and improving customer experience strategies in a remote setting

Job Summary

  • Drive the effectiveness and efficiency of our Customer Experience team through data and become a key partner in defining customer experience objectives, strategy, and tactics.
  • Monitor and troubleshoot data issues across CX systems (Churnzero, Intercom, Salesforce, BigQuery) and partner with Finance and Revenue operations to monitor the entire customer lifecycle.
  • Establish, maintain, and enforce SLAs across Revenue and CX teams, and collaborate between the Operations team and Product to align infrastructure and ensure CX reporting is accurate.

Matching Summary

Match Score: 85

Monograph is seeking a Customer Experience Operations Manager to enhance the effectiveness of their team through data analysis and process implementation. The role involves collaborating closely with leadership, monitoring customer data, and improving customer experience strategies in a remote setting.

Salary

$110,000 - $135,000 salary; Not specified; Comprehensive benefits package

Skills & Requirements

Must-have

  • Customer Experience Operations
  • Data analysis and insights
  • Process creation and implementation
  • Cross-functional team leadership
  • Customer lifecycle monitoring
  • Customer Health Score analysis
  • Service Level Agreements (SLAs)

Nice-to-have

  • People-first culture
  • Empathy and curiosity
  • Ambition to redefine architecture
  • Strong design background

Key Requirements

  • 3+ years relevant experience
  • Customer Success Platforms experience
  • Building health and adoption scoring experience
  • Proficiency in SQL
  • Salesforce admin-level skills are a bonus

Work Rights

Not specified

Tailored Resume

Cover Letter