CX Operations Manager
Description
The Company
The Kantata Cloud for Professional Services™ gives businesses the clarity, control, and confidence they need to optimize resource planning and elevate operational performance. Our purpose-built software is helping over 2,500 professional services organizations in more than 100 countries focus on and optimize their most important asset: their people. By leveraging Kantata, professionals gain access to the information and tools they need to win more business, ensure the right people are always available at the right time, and delight clients with exceptional project delivery and outcomes.
Kantata is well-capitalized, hiring, and growing our loyal and diversified customer base faster than we ever have. Most importantly, we have a clear vision of where we’re going and how to get there. (Hint: It involves you.) Did we mention that Kantata is also an awesome place to work? You’ll have the opportunity to work in a dynamic environment with a team that loves what they do. A talented team, great perks, and an amazing culture = an employee-rated Best Place to Work!
About the Opportunity:
We are seeking a dynamic and experienced CX Operations Manager to lead and optimize our Customer Experience (CX) operations. The ideal candidate will have a strong background in managing operational systems, process development, and performance tracking within a CX organization. Reporting to the VP Customer Experience, this role will be instrumental in ensuring the efficiency, quality, and performance of our CX operations.
Primary Responsibilities:
General Responsibilities:
- Support the management of the CX operating rhythm to ensure alignment and efficiency across teams.
- Influence cross-functionally and keep groups on track to drive toward timely and high-quality deliverables.
- Support building processes, strategies, and systems that support our customer-facing teams.
- Optimize CX operational systems to track and maximize the quality, efficiency, and performance of the CX Organization.
Operational Systems & Performance Management:
- Oversee key operational systems such as Gainsight and Kantata OX.
- Manage system governance, daily administration, and report management to ensure smooth operations.
- Develop and monitor Key CX KPIs to identify areas for continuous improvement.
- Analyze positive and negative trends utilizing data from customers, individuals, and systems to drive insights and action.
Process Development and Documentation:
- Design and document new processes and adjust existing ones with an eye to efficiency and continuous improvement.
- Identify and support the development of automated scalable workflows to streamline operations.
What you Bring to this role:
- Bachelor's degree in Business Administration, Operations Management, or a related field (Master's degree preferred).
- Proven experience in managing operational systems and processes within a CX organization.
- Strong analytical skills with the ability to interpret data and trends.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively cross-functionally.
- Experience in project management and driving initiatives to completion.
- Proficiency in various CX systems such as Gainsight, Kantata OX, or similar platforms.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
Compensation
- The base salary range for this position is $120,000-$135,000
- This position is eligible for company-wide bonus plan
Our Philosophy
We know every company can be successful with the right technology and when people are at the core. We believe that we’re better together - that working hand-in-hand brings the best thoughts to the table and creates an environment of learning and growth. Here, you’ll enjoy:
● An intentionally engaging and collaborative culture - ditch the silo!
● Strong work-life balance that’s a true focus of the company
● The chance to learn from some of the best people in the business
● A vibrant, collaborative and devoted team, who still makes time for fun
At Kantata, we strive to create an inclusive workplace that upholds the dignity of all people. We value, respect and celebrate everyone’s unique strengths from all different walks of life. As we continue to cultivate diversity within the company, our product (and people!) innovation continues to flourish.
Kantata is an Equal Opportunity Employer.