CX Strategy Operations Manager
CX Strategy Operations Manager
Posted on :
21-04-2025
Employer Active
1 Vacancy
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Job Description
Are you ready to power the Worlds connections
If you dont think you meet all of the criteria below but are still interested in the job please apply. Nobody checks every box were looking for candidates that are particularly strong in a few areas and have some interest and capabilities in others.
About the role:
Were seeking a CX Strategy & Operations Manager with experience in Professional Services or Customer Success operations ideally within enterprise software. As part of the CX Operations team within Revenue Operations youll help scale and optimize our Professional Services Customer Success Support and Education functions.
Youll be the goto for CX data reporting and analytics supporting both strategic and tactical initiatives. This role offers broad exposure across the CX team helping guide and drive value for Kong customers.
Youre datadriven comfortable with complex datasets and skilled at solving ambiguous problems with a mix of technical expertise and creativity. You thrive in fastpaced collaborative environments balance priorities well and enjoy making a measurable impact.
What youll be doing:
- Be the expert on all CX KPIs how theyre calculated how theyre trending and what they mean for our team and business.
- Create maintain analyse and present reports metrics and dashboards across all levels and roles of the CX team.
- Build and maintain reports and slide decks for key CX Cadences (QBRs monthly AllHands Board Decks weekly KPI reports... and processes (capacity planning OKRs).
- Analyse model and forecast Professional Services KPIs for internal and external resources.
- Manage CX team inquiries and adhoc requests across data reporting and analytics.
- Help improve customer data points and run projects as necessary to ensure data integrity.
- Maintain the CX data dictionary and reporting suite for all roles and levels of CX.
- Own the user adoption and documentation of CX analytics.
- Work across Google Sheets Google Slides SQL data warehouses (Snowflake and Bigquery) and Tableau depending on the nature of the analysis and reporting.
- And any additional tasks required by manager.
What youll bring:
- Reliability and attention to detail. Your calculations will lead to significant strategic decisions and must be highly reliable.
- A passion for calculating and presenting data a truthseeker who will find the root cause of KPI trends and make compelling explanations.
- Proven track record of using analytics to drive business strategy and improve performance.
- Excellent communication skills with the ability to collaborate effectively across global and crossfunctional teams.
- Ability to quickly adapt to changing environments and priorities.
- Expert Gsheet and Gslides skills; autonomy with Tableau reporting Basic Salesforce reporting skills.
- Knowledge of SQL for basic data analysis and modelling.
- Over 5 years of relevant business experience.
Kong has different base pay ranges for different work locations within Canada which allows us to pay employees competitively and consistently in different geographic markets. Compensation varies depending on a wide array of factors including but not limited to specific candidate location role skill set and level of experience. Certain roles are eligible for additional rewards including sales incentives depending on the terms of the applicable plan and role. Benefits may vary depending on location. The typical base pay range for this role in Canada is $CAD.
About Kong:
Kong is THE cloud native API platform with the fastest most adopted API gateway in the world (over 300m downloads!. As the innovation leader of cloud API technologies Kong is on a mission to enable companies around the world to become APIfirst and securely accelerate AI adoption. Kong helps organizations globally from startups to Fortune 500 enterprises unleash developer productivity build securely and accelerate to market.
83 of web traffic today is API calls! APIs are the connective tissue of the cloud and the underlying technology that allows software to talk and interact with one another. Therefore we believe that APIs act as the nervous system of the cloud. Our audacious mission is to build the nervous system that will safely and reliably connect all of humankind!
For more information about Kong please visit or follow @thekonginc on Twitter. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or veteran status.
Required Experience:
Manager
Employment Type
Remote
Company Industry
Key Skills
- Marketing
- Data Visualization
- Tableau
- Customer Segmentation
- Microsoft Powerpoint
- Investment Banking
- Strategic Planning
- Financial Modeling
- Customer relationship management
- Management Consulting
- Google Suite
- Analytics
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