Senior Manager, CX Operations

Emploi pas sur LinkedIn

🕒 il y a 1 mois

🇺🇸 États-Unis – Télétravail

💵 $160 000 - $220 000 / an

⏰ Temps Plein

🟠 Senior

⚙️ Opérations

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ClickUp

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 2017

☁️ SaaS

⚡ Productivité

🏢 Entreprise

💰 €400 000 000 Series C - ClickUp en 2021-10

SaaS • Productivity • Enterprise

ClickUp est une plateforme de gestion du travail et de productivité SaaS basée sur le cloud qui consolide les projets, les documents, la messagerie, le suivi du temps, les automatisations et des "Super Agents" alimentés par l'IA dans un espace de travail unique. Elle aide les équipes et les entreprises à rationaliser les flux de travail, à remplacer les ensembles de logiciels fragmentés et à augmenter la productivité grâce à des intégrations, des agents/flux de travail personnalisables et une sécurité et conformité de niveau entreprise.

Description

• Identify operational bottlenecks and design scalable solutions by utilizing a mix of process improvements, automation, and AI-driven tools to revolutionize our critical business processes and increase team productivity • Extract key business insights from qualitative and quantitative data, identify risks and opportunities and create programs to mitigate long-term issues and drive more revenue and higher customer retention • Promote a culture and methodology for rapid innovation and experimentation across playbooks to drive customer retention and expansion outcomes via the support experience • Drive the adoption of new tools and processes, including AI and automation platforms, to drive productivity • Synthesize the customer support experience and overall trends to drive cross-functional alignment with teams including Sales, Product & Engineering, Customer Success, and Finance • Lead and execute strategic initiatives to optimize and transform customer experience and internal collaboration processes • Drive annual planning, budgeting, capacity modeling, forecasting, and monthly/quarterly business review functions

🎯 Exigences

• 8+ years in an Operations and/or Strategy role focused on Customer Support, Customer Experience, Customer Success, or similar functions • Deep knowledge of support methodology, processes, tools, and metrics • Track record of leading technology-enabled business process transformations, with an emphasis on strategic application of AI (e.g., ChatGPT, Claude, Gemini) and automation tools and techniques (e.g., Retool, Zapier, Make) • Expert in managing and analyzing data, including building ad hoc reports and spreadsheet models as well as leveraging business intelligence tools to create executive dashboards • Experience with managing budgets, running a forecasting cadence, and performing variance analysis • Effective at engaging and influencing executive stakeholders, building consensus, and driving collaborative change • Demonstrated leadership role in building/scaling teams and workflows, preferably in a customer-facing or operations function • Direct experience with a SaaS business model, customer journey and core KPIs in a high-growth, global environment • Proficient with Salesforce, ClickUp, ZenDesk or comparable platforms • Strategic thinker with a bias for action—hands-on, scrappy, and able to take projects to the finish line • Exhibits extreme accountability and ownership, with an obsession for continuous improvement and mastery of your craft

🏖️ Avantages

• Equity • 401k • Health, Dental, and Vision insurance • Spending accounts • Life & Disability • Paid parental leave • Flexible paid time off • Enhanced employee assistance program • Employee wellness stipend • Professional development stipend