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Senior Manager, Customer Experience Strategy & Operations

Customer Experience in New York or Missoula

Description: 

The Senior Manager of Customer Experience Strategy & Operations will play a critical role in the long-term success and infrastructure of our rapidly growing CX organization.  This role is responsible for overseeing the workforce planning and seamless optimization of a global 100+ person team, implementing scalable, best-in-class systems and tools for employees as well as customers.

About the Right Team Member:

You are an operations- and process-obsessed leader with a proven track record of leveling up support teams and solving complicated business problems in a high-growth, fast-paced technology environment.  You can create laser-accurate forecasting models in your sleep and you are incredibly comfortable synthesizing large quantitative and qualitative data sets to drive action plans. You understand the importance of scheduling and tooling when it comes to CX team efficiency, and you are excited by the prospect of reimagining “current state” for both.  Your desire to create scalable and customer-friendly systems inspires those around you — including team members, cross-functional peers and vendors alike. You firmly believe that Customer Experience is a differentiator for consumer brands, and are energized by the opportunity to inspire positive change at ClassPass.

Responsibilities:

  • Lead, mentor and develop a team of CX Operations Managers and Specialists through “hands on” management — providing clear direction, fostering autonomy and putting in the time to understand individual strengths and development areas
  • Partner closely with CX Director to drive strategic 2-3 year vision for CX, creating holistic measurements of customer sentiment across the company and rolling out internal and external processes geared at leveling up ClassPass customer support as a whole
  • Leverage data and qualitative insights to identify opportunities to improve the speed, quality, efficiency, effectiveness and overall customer experience of all CX processes and systems
  • Oversee evolution and continuous iteration of complex forecasting tools to hit service metrics as ClassPass continues to expand internationally
  • Keep pulse on all customer support contact channels to ensure that they are properly staffed and constantly evaluate what new channels may be needed to meet ever-increasing customer demands 
  • Develop roadmap for scaling foreign language support, weighing cost, coverage and quality implications with expertise and ease
  • Form strong relationships with cross-functional stakeholders to instill CX mindset in planning/execution process and drive business cases for customer improvements
  • Establish rapport with current vendor partners while leading evaluation of alternatives to ensure we are maximizing value (especially critical for BPO partners)
  • Stand up reporting, dashboards and regular status updates on team performance and efficiency, using data to drive action plans, address gaps and celebrate wins
  • Approach all tasks with a “sleeves-up, can-do” mindset and relentless rigor — you should know how CX operates better than anyone and be a go-to resource for all team members (internal and cross-functional)

Requirements:

  • 7+ years experience in customer experience, operations, management consulting, technology and/or related field
  • 2+ years leading and building out teams, preferably at a high growth startup
  • Whiz with SQL, Tableau, Keynote and Excel
  • Natural problem-solver and quick thinker with strong analytical prowess
  • Deep passion for overall customer experience with a proven track record of driving innovation and process improvements
  • Strong understanding of tech space and CX tooling, metrics and processes
  • Ability to blend both quantitative with qualitative to drive insights
  • Exceptional written and verbal communication skills, externally and internally
  • Ability to travel to other offices (MT, NY, UK, Asia) as needed

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