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Responsibilities:
- Design and refine scalable CX processes.
- Partner with CX teams to optimize deliverables.
- Oversee project management for CX initiatives.
- Monitor and adjust resource allocation as needed.
- Develop capacity forecasting models for growth.
- Analyze data to identify trends and improvements.
- Own CX software stack and ensure team readiness.
- Foster cross-functional collaboration and alignment.
- Capture and act on customer feedback for improvement.
Requirements:
- SaaS industry experience, preferably in CX.
- Leadership and people management experience.
- Proven experience in project management.
- Expertise in change management and resource allocation.
- Ability to create data-driven reports and dashboards.
- Significant Salesforce experience, Asana, Harvest.
- Proficiency in Google Suite and Mac OS.
Benefits:
- Medical, dental, and vision premiums covered.
- $3,500 annual educational funds (“Boost Budget”).
- LinkedIn Learning subscription.
- 401(k) plus matching (US only).
- Unlimited PTO.
- Calm subscription.
- Annual Company Retreat.
