Manager - Customer Experience

Job Summary:

TheManager, Customer Experience (Center of Excellence)will be responsible for driving process optimization, automation, and reporting initiatives within the Software Support and Customer Experience teams.

This role will focus on improving operational efficiency, enhancing reporting and analytics, and ensuring continuous process improvements. Additionally, experience in training internal and external customers will be an advantage.

The ideal candidate will haveat least 6 years of experience in support operations, process improvement, and analytics, with a minimum of 3 years managing a CoE team.

Key Responsibilities

Reporting & Analytics (Must Have Experience):

• Develop and maintain dashboards and reports to track key performance indicators (KPIs) related to support operations.
• Analyze support data to identify trends, bottlenecks, and opportunities for improvement.
• Present insights to leadership for data-driven decision-making.
• Ensure accurate and timely reporting to stakeholders.

Process Optimization (Must Have Experience):

• Lead initiatives to streamline support workflows, reducing resolution time and improving efficiency.
• Identify automation opportunities and implement solutions to reduce manual effort.
• Optimize ticket triaging and escalation processes to enhance response time.
• Drive improvements in support processes to ensure adherence to SLAs and customer satisfaction goals.
• Maintain process documentation and continuously refine SOPs.

Training (Good to Have Experience):

• Develop training programs and materials for internal teams to enhance knowledge and efficiency.
• Support training initiatives for external customers to improve product adoption and self-service capabilities.
• Collaborate with stakeholders to ensure training programs align with business goals.
• Qualifications & ExperienceMinimum 6 years of experiencein support operations, process improvement, and analytics.
• At least 3 years of experience managing a Center of Excellence (CoE) team.

Must-Have:

• Proven experience in reporting and analytics, process optimization, automation, and support process improvement.

Good to Have:

• Experience in training internal and external customers.
• Strong proficiency in data analysis tools and platforms (e.g., SQL, Power BI, Tableau).
• Experience in automation tools and scripting for process improvements.
• Excellent problem-solving and communication skills.
• Ability to collaborate cross-functionally and drive continuous improvement initiatives.