CX Operations Manager

CX Operations Manager

Remote, US

Intradiem’s intelligent automation solution for customer service teams is reinventing customer service for everyone.

Who We Are

Intradiem is a technology company on a mission to reinvent customer service through automation.

What We Do

We develop innovative, AI-powered Intelligent Automation solutions for contact center and back-office teams. Our solutions currently support hundreds of thousands of customer service agents for brand-name organizations, powering hundreds of millions of automated actions saving customers tens of millions each year.

How We Work

We take a “problem-out” approach, asking customers to help us understand their business problems, exploring potential solutions together, incorporating their feedback, and releasing solutions that solve those problems.

Our Culture

We take a “people-first” approach, treating employees, customers and each other with the dignity and respect we all deserve. Intradiem employees enjoy a family-first culture, transparent leadership, and unfettered growth opportunities.

Our Values

We believe in service, encouraging our employees to contribute time and energy to causes that help improve the people and communities in which they live and work. We are guided by three core values:

• Servant’s Heart—caring enough about other people to understand what their problems are and placing the needs of colleagues, customers, and others over personal objectives.
• Craftsman’s Attitude—taking pride in the work we do and creating solutions that really solve the problem at hand (and trying again if the first attempt doesn’t do the trick).
• Revolutionary Spirit—leaving the world a better place than it was when we found it, and doing things we would be proud to brag about to our grandchildren.

What this role will be doing:

• Provide leadership to CX CoE (Center of Excellence), guiding and overseeing the team to ensure efficiency, quality, and exceptional customer experiences.
• Enable, coach, mentor, and grow a team of exceptional Customer Experience professionals.
• Ensure that CX CoE strategic priorities are in alignment with Intradiem’s overarching mission and vision, collaborating with Customer Success, Customer Sales, and other teams to effectively realize these strategic goals.
• Develop and execute a multi-year CX roadmap based on the CX vision and strategy.
• Ensure that CX CoE complies with relevant industry best practices and Intradiem standards.
• Champion the voice of the customer across all departments, ensuring customer insights drive business decisions.
• Oversee and lead the Customer Health Program, ensuring it effectively measures and monitors the health and satisfaction of our customers. Collaborate with cross-functional teams to develop and execute strategies for improving customer health and reducing churn.
• Oversee and lead efforts to continuously assess and enhance CX Operations by identifying inefficiencies, streamlining procedures, and implementing strategies to ensure that customer interactions are smooth and effective.
• Oversee and lead efforts to utilize customer data to gain insights into customer behavior and needs. Create reports and dashboards that monitor key performance indicators (KPIs) and customer success metrics.
• Oversee and lead the creation of detailed customer journey maps to identify pain points, bottlenecks, and opportunities for improvement in the customer experience. Implement changes that enhance the overall journey and customer satisfaction.
• Oversee and lead the effective utilization of CX tools and technology. Evaluate the need for new tools or software and ensure that the existing technology stack supports efficient operations.
• Oversee and lead transformation initiatives, ensuring projects align with strategic objectives and are delivered on time and within budget. Drive change management processes to support CX transformation efforts.
• Oversee and lead cross-functional projects that enhance the customer experience. Ensure projects deliver on their objectives, providing visibility into progress and outcomes to stakeholders.
• Conduct all business in accordance with Intradiem policies and procedures.
• All other duties as assigned.

What this role needs to succeed:

• Bachelor’s degree in Business, Customer Experience, or a related field (or equivalent work experience).
• 7+ years of progressive experience in working in Customer Experience or a related field.
• Certification(s) in CX
• Experience with AI software solutions is required.
• Showcase mastery of CX practices and CX platforms, with a proven track record of managing and analyzing large datasets, identifying trends and insights, implementing process improvements, and handling more challenging customer health issues.
• Experience with SaaS software solutions preferred.
• Strong leadership and mentorship skills, with the ability to guide teams, influence operational excellence, and foster a culture of continuous improvement.
• Strong problem-solving skills, particularly in diagnosing and resolving complex issues efficiently.
• Strong collaborative skills with an ability to work effectively in a team-oriented environment.
• Exceptional written and verbal communication skills, with the ability to articulate complex ideas and strategies to both team members and stakeholders.
• Proven program management skills, including the ability to manage multiple complex priorities simultaneously and ensure their successful completion.
• Maintain a deep commitment to delivering excellent customer service and a passion for driving customer experience improvements.
• Must be able to travel 3-4 times a year for onsite team meetings.