Customer Experience Operations
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Job Location:
Boston, NH - USA
Monthly Salary:
$ 140000 - 160000
Posted on:
19 hours ago
Vacancies:
1 Vacancy
Job Summary
About Us:
Transmit Security is a leader in identity and fraud prevention empowering organizations to stop fraud while delivering seamless user experiences. Our Mosaic platform combines advanced fraud detection machine learning-driven risk assessment and real-time decision-making across customer journeys.
We are seeking a Customer Experience Operations Manager to drive operational excellence across the Customer Experience (CX) organization. This role will act as a Program Manager and Chief of Staff for the CX leadership team owning initiatives that improve efficiency visibility and scalability of customer operations.
This individual will be responsible for building processes enabling teams through training and tooling and serving as the central hub (one-stop shop) for CX programs systems and performance insights.
Key Responsibilities
CX Programs & Initiatives
- Lead strategic initiatives for the Customer Experience organization from concept through execution.
- Serve as the program manager for cross-functional CX projects ensuring milestones risks and outcomes are clearly tracked.
- Design and coordinate onboarding and ongoingtraining programs for CX teams.
- Build and maintain documentation and playbooks to support consistent execution.
- Own CX operational systems and workflows acrossSalesforce Jira and Confluence.
- Identify opportunities toautomate processes and reporting to improve team efficiency and data quality.
- Partner with technical teams to implement scalable workflows and integrations.
- Act aschief of staff to CX leadership for:
- Strategy execution
- Metric definition and tracking
- Business reviews and performance reporting
- Build dashboards and reporting frameworks to measure how the CX organization is performing (e.g. adoption escalations delivery health).
- Centralize and track operational issues risks and blockers across CX teams.
- Ensure visibility ownership and resolution of high-impact customer and process issues.
- Create executive-levelpresentations and reports summarizing CX performance risks and initiatives.
- LeverageAI tools to improve documentation reporting and operational workflows.
Qualifications & Experience
- 68 years of experience in Customer Operations Program Management Business Operations or a similar role in a B2B technology environment.
- Proven experience managing cross-functional initiatives and operational programs.
- Strong experience working with Salesforce Jira and Confluence (or similar tools).
- Demonstrated ability to build and scale processes in a growing organization.
- Excellent communication and presentation skills.
- Analytical mindset with experience defining and tracking operational metrics.
- Basic understanding ofcoding or technical automation (e.g. APIs scripts or workflow automation).
- Experience supporting Customer Success Professional Services or Support organizations.
- Familiarity with AI tools for automation reporting and knowledge management.
The OTE salary range for this position is $140000 to $160000.
Transmit Security is committed to fostering cultivating and preserving a culture of Diversity and Inclusion. Our human capital is the most valuable asset we have. The collective sum of the individual differences life experiences knowledge inventiveness innovation self-expression unique capabilities and talent that our employees invest in their work represents a significant part of not only our Culture but our Reputation and Achievements as well. We encourage diversity and embrace our employees differences in age color disability ethnicity family or marital status gender identity or expression language national origin physical ability political affiliation race religion sexual orientation socioeconomic status veteran status and other characteristics that make our employees unique.
#LI-VL1 #LI-Remote
Key Skills
- Computer Science
- user experience
- User Interface
- SME
- CSS
- Interaction Design
- Windows
- Android
- Usability Studies
- Visual Design
- HTML
- User Research
- JavaScript
- Web Services
- Wireframes
About Company
We’re a team determined to solve difficult problems. Since 2014, we’ve been carefully designing and building a platform that addresses one of the most challenging problems in the identity space. The Transmit Security Platform provides a solution for managing identity across applicatio ... View more
