No Relocation Assistance Offered
Job Number #173329 - Overland Park, Kansas, United States
The
Success Operations Manager role is responsible for leading a team that defines, drives, and delivers a best-in-class Customer Experience (CX) with the Customer Experience Engagement Center (CXEC). This role will be responsible for identifying and addressing CX opportunities by collaborating within the service and cross-functional teams. The role manages Quality, Data Analytics, Workforce Management and Training. The Success Operations manager drives department improvements by leveraging data insight to improve internal and external CX for the CXEC. This role also partners with the digital, sales and marketing teams for executing the customer service portion of new and changing commercial initiatives.
Responsibilities:- Lead, prioritize, and coordinate the efforts of the groups within the Success Ops team to improve CX. This includes the evolution of leveraging AI and internal resources to provide Quality Assurance, Training, Knowledge Management, Workforce Management, Data Analytics and system testing.
- Partner with digital and commercial business teams for executing improvements of commercial and CX initiatives. Collaborate with Digital, Marketing and CDO (Sales) to ensure customer experience aligns at all touchpoints for customers and consumers for both efficiencies and effectiveness.
- Explore, implement and teach emerging tools that elevate internal and external user experiences, including evolving services such as BOTs, self-service and new company innovations.
- Deliver key department metrics to include Agent Performance, Department Service Indicators, Quality Experience and C4C data insights to ID opportunities for improvement. This role showcases the data and partners with operations Team Leaders to action areas of opportunity.
- Collaborate with Operational Leadership to set long-term strategy for analytics and data management required to support a maturing CX experience within the CXEC. Support internal measurement that improves NPS and CSAT indicators. Lead customer surveys within CXEC for continuous feedback.
- Develop a world class diverse organization by sourcing and managing a team through individual career development, coaching/performance management, and succession planning. Lead the career pathing initiatives for the department and foster a culture of continuous learning.
Required Qualifications:- Bachelor's degree
- 5+ years of experience in customer facing teams in multi-channel environments
- 2+ years of experience managing projects and/or people
- 3+ years technology experience, such as making improvements to current digital platforms, AI enhancements, BOT development, data mapping/analytics and/or integration between systems.
Preferred Qualifications: - 3+ years managing diverse teams, preferably in data, digital and/or call center leadership
Compensation and BenefitsSalary Range $96,800.00 - $137,000.00 USD
Pay is determined based on experience, qualifications, and location. Salaried employees may also be eligible for discretionary bonuses, profit-sharing, and long-term incentives for Executive-level roles.
Benefits: Salaried employees enjoy a comprehensive benefits package, including medical, dental, vision, basic life insurance, paid parental leave, disability coverage, and participation in the 401(k) retirement plan with company matching contributions subject to eligibility requirements. Additional benefits include a minimum of 15 vacation/PTO days (hourly employees receive a minimum of 120 hours) and 13 paid holidays (vacation days are prorated based on the employee's hire date within the calendar year). Paid sick leave is adjusted based on role and location in accordance with local laws. Detailed information regarding paid sick leave entitlements will be provided to employees upon hiring and may be subject to adjustments based on changes in legislation or company policies.
Our Commitment to InclusionOur journey begins with our people-developing strong talent with diverse backgrounds and perspectives to best serve our consumers around the world and fostering an inclusive environment where everyone feels a true sense of belonging. We are dedicated to ensuring that each individual can be their authentic self, is treated with respect, and is empowered by leadership to contribute meaningfully to our business.
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