CX Program Manager Contractor

Onward Search has an exciting opportunity with one of our clients in the FinTech industry!

Position: Customer Experience Operations Manager

Overview:

As the Customer Experience Operations Manager, you will play a pivotal role in enhancing our customer service operations and driving continuous improvement. You will be responsible for developing and implementing strategies to optimize customer satisfaction while collaborating with cross-functional teams. Your primary focus will be on achieving objectives and key results (OKRs) and maintaining efficiency through the establishment of standard operating procedures (SOPs). This position offers an opportunity to work in a dynamic, high-growth environment at the forefront of innovation in the Tech, Crypto, Finance, or Fintech industry.

Key Responsibilities:

• Develop and execute strategies to optimize customer service operations and foster continuous improvement.
• Propose and create detailed glidepaths for achieving OKRs, adapting them as needed to align with evolving business needs.
• Collaborate effectively with cross-functional teams, including Operations, Product, Tooling, Analytics, Knowledge Management, Training, and Workforce Management.
• Prioritize tasks with a sense of urgency, focusing on high-impact activities to drive results.
• Analyze data, customer feedback, and trends to identify areas for improvement and implement corrective actions.
• Establish and uphold Standard Operating Procedures (SOPs) to ensure consistency and operational efficiency.
• Stay updated on industry trends, best practices, and emerging technologies to drive innovation within CX Operations and Product.
• Develop and deliver insightful proposals and presentations to stakeholders, highlighting operational performance and CX enhancement opportunities.

Required Skills and Qualifications:

• A minimum of 6 years of proven experience in Program Management, Customer Support Operations, or Product Operations.
• Strong project management skills, enabling effective task prioritization and management of multiple concurrent projects.
• Demonstrated ability to implement mechanisms that enable scalable quality improvements.
• Exceptional analytical and problem-solving capabilities, with a data-driven mindset.
• Excellent communication and interpersonal skills, facilitating collaboration with diverse cross-functional teams.
• High adaptability and flexibility to meet the evolving needs of a fast-paced, high-growth organization.
• Familiarity with Lean or Six Sigma methodologies.
• Previous experience in Tech, Crypto, Finance, or Fintech industries.
• Advanced proficiency in Google Apps, Jira, or Salesforce.
• Experience in utilizing AI to transform and optimize operations.

If you have the skills and passion to drive innovation and elevate customer experiences within a dynamic and high-growth environment, we encourage you to apply for this exciting opportunity.

 

Employer Details:

• Onward Search is an equal opportunity employer, dedicated to a policy of non-discrimination in an employment with regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, veteran status or any other classification protected by federal, state and local laws and ordinances. Candidates must be at least 18 years old to be considered for employment. EOE/M/F/D/V/SO.
• In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
• Onward Search offers medical, dental, vision benefits, as well as a 401k program, for all eligible full time temporary assignments.
• Onward Search is unable to support 1099 / Corp-to-Corp or Independent Contractor arrangements at this time. All freelancers will be paid as W2 employees.
• Onward Search is a drug-free workplace.