CX Operations Excellence Director

7 days ago

Melbourne, Victoria, Australia beBeeLeadership Full time $100,000 - $130,000

About This Role

We are seeking a seasoned CX Operations Leader to spearhead our Customer Experience function.

This is an opportunity for a passionate problem-solver to play a huge part in driving customer satisfaction and process improvements across our organization.

The ideal candidate will have prior experience managing a team, a working knowledge of Zendesk, and experience with process improvements and system efficiencies.

They will also be able to thrive in a collaborative environment, with high attention to detail and analytical mindset.

In this role, you can expect to oversee the day-to-day CX function, take initiative on a wide range of projects, propose improvements to systems and processes, and work closely with Product & Tech teams.

The CX Operations Leader will inspire, coach and drive the performance of a small team, including a small number based outside our headquarters.

Key Responsibilities

  • Manage the day-to-day CX function - handling escalations from the team and troubleshooting client issues.
  • Take initiative on a wide range of projects from change management and improving the help centre, to building SOP documents and embracing AI.
  • Propose improvements to systems and processes to help unlock efficiencies in the team, whilst driving and measuring improvements to the end-customer experience.
  • Collaborate closely with Product & Tech teams for the sharing of vital customer feedback and product improvements.
  • Track and monitor the effectiveness of the team, and deliver against key metrics such as Employee and Customer Satisfaction Scores.
  • Inspire, coach and drive the performance of a small team.
  • Share best practices with CX Operations Leads across other domains.
  • Assist in strategising improvements and a longer term vision regarding service and customer experience, in conjunction with Product and Solution teams.

Required Skills and Qualifications

  • Prior experience managing a team.
  • A working knowledge of Zendesk.
  • Experience with process improvements and system efficiencies.
  • A change management mindset.
  • Ability to thrive in a collaborative environment.
  • High attention to detail and analytical mindset.

Benefits

  • Opportunity to make a meaningful impact on customer satisfaction.
  • Chance to work collaboratively with cross-functional teams.
  • Professional growth and development opportunities.

What's Next?

We'll give your application thoughtful attention and get back to you as soon as possible. If there's a match, one of our recruitment consultants will reach out.

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