Manager - CX Operational Excellence

March 25

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Intradiem

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Intradiem provides Intelligent Automation Solutions for customer service teams. This real-time automation unlocks the value of your center data to maximize productivity, engagement, and customer experience.

Advanced Intraday Automation • Contact Center Automation • Real-Time Automation • Agent Development & Performance • WFM Automation

51 - 200 employees

💰 $35M Debt Financing on 2021-11

📋 Description

• Lead the organization’s efforts in driving operational excellence and strategic project delivery, ensuring alignment with customer-centric goals and overall business objectives. • Supervise the Strategic Project Manager, providing clear direction and support to ensure the successful planning, execution, and delivery of high-impact CX initiatives. • Oversee a portfolio of strategic projects, balancing resource allocation, timelines, and outcomes to align with organizational priorities and customer expectations. • Establish and maintain a framework for strategic project governance, ensuring clear ownership, defined success criteria, and alignment with the company’s CX strategy. • Serve as a strategic partner to cross-functional teams, driving collaboration and accountability for achieving project goals while fostering operational improvements across teams. • Lead efforts to streamline processes and workflows, ensuring operational excellence in delivering consistent and efficient customer experiences. • Monitor key performance indicators (KPIs) for both strategic projects and operational initiatives, using data-driven insights to report progress, measure success, and inform leadership decisions. • Partner with the Voice of Customer (VoC) program to incorporate customer feedback and insights into both strategic projects and operational processes, ensuring alignment with customer needs. • Optimize existing CX tools and systems to enhance both strategic project execution and day-to-day operations, ensuring they deliver maximum value. • Champion change management efforts to align employees with new processes and tools, equipping them to deliver on the outcomes of strategic and operational initiatives. • Partner with Learning Services to develop training programs that build employee capabilities, ensuring they can meet both strategic and operational excellence objectives. • Ensure adherence to organizational policies and procedures in all business activities. • All other duties as assigned.

🎯 Requirements

• Bachelor’s degree in Business, Operations Management, Customer Experience, or a related field (or equivalent work experience). • 5+ years of experience in CX management, operational excellence, or transformation roles, with at least 2 years in a supervisory or managerial capacity. • Certifications in Six Sigma, Lean Management, or project management methodologies (e.g., PMP, Agile) are preferred. • Proficiency in project management tools and methodologies. • Proficiency in CX technologies and CRM systems (e.g., Salesforce, ChurnZero), with experience optimizing tools for strategic and operational outcomes. • Proven ability to manage complex, cross-functional projects while maintaining a focus on operational excellence. • Strong leadership and organizational skills to balance oversight of strategic initiatives with ongoing operational responsibilities. • Exceptional verbal and written communication skills, with a focus on engaging stakeholders and leadership effectively. • Demonstrated success in leveraging customer feedback and data to drive both strategic and operational improvements. • Familiarity with AI-powered solutions and emerging technologies is a plus. • A passion for customer-centric approaches and operational excellence.