Senior CX Operations Manager - Escalations & Risk

September 22

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iManage

WebsiteLinkedInAll Job Openings

501 - 1000

💰 Venture Round on 1998-01

Description

• Own, monitor, and manage customer-facing issues and escalations for iManage • Drive teams to develop resolution supporting the broader CX global team • Create scalable issue resolution workflows for customers • Track customer issues and report KPIs • Identify opportunities for automation and process improvement • Maintain impact reporting and resolution dashboards • Gather customer feedback and share with internal teams

Requirements

• 10+ years experience in technical or issue management in a SaaS environment • Bachelor’s Degree in Computer Science, Information Management, or equivalent • Understanding of emerging industry practices • Passion for designing scalable processes • Ability to prioritize initiatives • Strong empathetic listening skills • Excellent communication, organizational, and project management skills • Ability to build trust with stakeholders • High level of resourcefulness

Benefits

• Comprehensive Health/Vision/Dental/Life Insurance • 401k Retirement Savings Plan with a company match up to 4% • HealthJoy concierge service • Enhanced leave: 20 weeks primary, 10 weeks secondary paid leave • Flexible time off policy • Company wellness days and access to Healthy Minds app