Operational Excellence Specialist
2 weeks ago
About the Role:
We are seeking an Operational Excellence Specialist to join our team at Solifi. As an Operational Excellence Specialist, you will play a key role in optimizing the customer experience and driving operational excellence across our organization.
Your Key Responsibilities:
- Develop and execute support operations strategy, metrics, systems, and process roadmaps to ensure a seamless, scaled, and world-class experience for customers.
- Provide insights that drive improvements in efficiency, quality, response times, and satisfaction across the entire customer support organization.
- Work closely with vendors to ensure we have the best-in-class tools and metrics.
- Manage a fast-paced queue of requests, prioritize requests according to business impact, and drive to appropriate completion dates.
- Define and own all metrics and dashboards, providing visibility of the daily, weekly, and monthly performance of the team and channels.
About You:
We are looking for someone with strong analytical and problem-solving abilities, including navigating complicated problem resolutions. Proven track record managing customer-centric tasks in Jira Service Management is a must. Ability to use data storytelling to communicate trends within the Customer Support organization is also essential.
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