Sr. Operations Specialist
Description
Responsibilities:
Process Excellence: Lead and prioritize continuous improvement initiatives in processes, personnel, and technology within the Customer Care department.
Resource Management: Manage and update a suite of internal resources, including SOPs and process documentation, tailored to enhance customer care operations.
Strategic Communication: Facilitate effective communication strategies within the Customer Care team to ensure alignment with overall department goals.
Data Analysis: Dive deep into performance data from customer care interactions to identify trends and drive areas for improvement.
Cross-Functional Collaboration: Work closely with the Customer Care leadership, Workforce Management, Strategy & Operations, Customer Experience, and other departments to implement strategic initiatives that boost team performance and customer satisfaction.
Stakeholder Engagement: Act as a liaison for the Customer Care department in interdepartmental activities, ensuring that the unique needs and perspectives of Customer Care are effectively communicated and understood.
Workforce Engagement: Enhance the capabilities of our Leadership teams to meet and exceed employee retention and engagement targets.
Team Enablement: Develop comprehensive training and resource materials that empower customer care teams to deliver superior service. Work closely with the Internal Training team to ensure alignment and effectiveness of training programs.
Ad Hoc Projects: Spearhead and contribute to special projects focused on differentiated support delivery, operational improvement, and other pivotal initiatives.
Why AppFolio
Grow | We enable a culture of high performance, where delivering results is recognized by opportunities for growth and compelling total rewards. Our challenging and meaningful work drive the growth of our business, and ourselves.
Learn | We partner with you to realize your potential by investing in you from the start. We're cultivating a team of big thinkers through coaching and mentorship with our best-in-class leaders, and giving you the time and tools to develop your skills.
Impact | We are creating a world where living in, investing in, managing, and supporting communities feels magical and effortless, freeing people to thrive. We do this by innovating with purpose while cultivating a culture of impact. We learn as much from each other as we do our customers and our communities.
Connect | We excel at hybrid work by fostering an environment that feels flexible, personal and connected, no matter where we are. We create space to fuel innovation and collaboration, and we come together to celebrate, connect, and succeed.
Paddle as One.
Learn more at appfolio.com/company/careers
Statement of Equal Opportunity
At AppFolio, we value diversity in backgrounds and perspectives and depend on it to drive our innovative culture. That’s why we’re a proud Equal Opportunity Employer, and we believe that our products, our teams, and our business are stronger because of it. This means that no matter what race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status, you’re always welcome at AppFolio.