Senior Customer Experience Operations Manager

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Job Description:

About the Role:

Alation seeks a highly motivated and detail-oriented Customer Experience (CX) Operations Manager to play a critical role in transforming and optimizing our customer support function. Reporting directly to the Senior Manager of CX Operations, the successful candidate will collaborate with cross-functional teams to enhance CX processes, workflows, and tools. This position involves developing internal onboarding strategies and managing day-to-day CX operational tasks to ensure support programs and operations are robust, efficient, and scalable, ultimately empowering our Technical Support Engineers (TSEs) to deliver exceptional customer experiences. The ideal candidate is a proactive individual with a deep understanding of support processes and policies, a strong proficiency in Salesforce, and a demonstrated ability to manage and execute multiple projects concurrently.

What You'll Do:

1. Automation and Efficiency Enhancement:

2. Identify, evaluate, and implement automation and data-driven solutions to streamline agent workflows, reduce manual effort, and improve resolution efficiency.

3. Drive process automation initiatives, leveraging technologies such as AI-driven optimizations and workflow enhancements, to minimize repetitive tasks and maximize team productivity.

4. Utilize and optimize technology to streamline CX-related workflows, including ticket routing, issue categorization, and agent response mechanisms.

5. Analytics and Performance Monitoring:

6. Monitor and analyze key performance metrics (KPIs) such as resolution time, escalated conversations, and feedback utilization rates to identify areas for continuous improvement.

7. Analyze data and trends to proactively address challenges, prevent future incidents, and generate comprehensive reports and insights to inform decision-making.
8. Develop and maintain clear, concise Salesforce and Jira reports and dashboards to track Support cases, escalation tickets, and other relevant operational data.

9. Provide data-driven insights and recommendations to support strategic planning and operational enhancements.

10. Project Management and Process Optimization:

11. Evaluate, implement, and integrate new tools and technologies, including AI-driven support tools (e.g., workflow automation, smart ticketing), to optimize agent performance and the customer experience.

12. Establish and maintain Standard Operating Procedures (SOPs) to ensure consistency, compliance, and best practices across the Support team.
13. Identify opportunities to optimize CX operational processes and policies to improve the TSE and customer experience, recommend solutions, and deliver them.
14. Support change management initiatives related to CX operations, including communication, training, and implementation.

15. Liaise with vendors (when applicable) to resolve issues related to work tools and software applications.

16. Collaboration and Communication:

17. Collaborate effectively with cross-functional teams, including Product, Engineering, Sales, and Customer Success, to ensure customer feedback informs support strategy and broader business initiatives.

18. Foster strong stakeholder relationships to drive operational improvements and ensure alignment across departments.

19. Onboarding and Enablement:

20. Develop, implement, and refine comprehensive CX onboarding programs to enhance technical knowledge, case management skills, and overall team effectiveness.

21. Define performance goals and implement data-driven coaching strategies to improve team performance.
22. Own the strategy and process for the support onboarding and continuous enablement program, ensuring ongoing training and development opportunities.

23. Execute day-to-day onboarding activities and provide support to new team members.

24. Day-to-Day Operations:

25. Track and manage team meeting calendars and shift schedules.

26. Coordinate meeting agendas and topics.
27. Perform other operational tasks as required to support the CX team.

What You Need:

• 3+ years of experience in CS/CX operations, project management, or a related field.
• Solid understanding of support processes, policies, and onboarding best practices.
• Demonstrated experience managing projects from inception to delivery.
• Proficiency in Salesforce and other CX analytics tools.
• Excellent problem-solving and analytical skills, with the ability to analyze data, identify trends, and make recommendations.
• Strong communication and stakeholder management abilities.
• Ability to multitask and prioritize in a fast-paced environment.
• Highly motivated to learn new skills and adapt to evolving technologies.

Preferred Qualifications:

• Experience with automation tools and process improvement methodologies.
• Experience with data queries using simple SQL or other analytical tools.
• Certification in Project Management (PMP, Agile, Scrum) is a plus.

A Big Plus If You Have:

• Experience in AI-driven customer support solutions, such as automated triage and predictive analytics.
• Familiarity with machine learning models for customer support and AI-enhanced agent assist tools.
• Background in support operations within a SaaS or tech-driven organization.
• Experience in software integration in Salesforce.
• Jira Project Administration experience.