Ro is seeking a Manager, Customer Experience Operations to oversee and optimize the delivery of customer support. You will be responsible for managing the operational health of the customer experience function, ensuring quality, efficiency, and a high standard of service.
What You'll Do
- Manage the day-to-day operations of the customer experience team.
- Analyze performance metrics and implement process improvements to enhance efficiency and quality.
- Develop and maintain operational workflows and standard operating procedures.
- Collaborate cross-functionally to align customer experience goals with broader company objectives.
- Monitor customer feedback trends to identify areas for service enhancement.
What We're Looking For
- Proven experience managing customer support or experience operations in a fast-paced environment.
- Strong analytical skills with experience using data to drive operational decisions.
- Excellent project management and process optimization abilities.
- Experience developing and coaching team members.
- Outstanding communication and cross-functional leadership skills.
