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Description:

The Senior Manager of Customer Experience Strategy & Operations will play a critical role in the long-term success & infrastructure of our rapidly growing CX organization. This role is responsible for overseeing the workforce planning & seamless optimization of a global 100+ person team, implementing scalable, best-in-class systems & tools for employees as well as customers.

About the Right Team Member:

You are an operations- & process-obsessed leader with a proven track record of leveling up support teams & solving complicated business problems in a high-growth, fast-paced technology environment. You can create laser-accurate forecasting models in your sleep & you are incredibly comfortable synthesizing large quantitative & qualitative data sets to drive action plans. You understand the importance of scheduling & tooling when it comes to CX team efficiency, & you are excited by the prospect of reimagining current state for both. Your desire to create scalable & customer-friendly systems inspires those around you including team members, cross-functional peers & vendors alike. You firmly believe that Customer Experience is a differentiator for consumer brands, & are energized by the opportunity to inspire positive change at ClassPass.

Responsibilities:

  • Lead, mentor & develop a team of CX Operations Managers & Specialists through hands on management providing clear direction, fostering autonomy & putting in the time to understand individual strengths & development areas
  • Partner closely with CX Director to drive strategic 2-3 year vision for CX, creating holistic measurements of customer sentiment across the company & rolling out internal & external processes geared at leveling up ClassPass customer support as a whole
  • Leverage data & qualitative insights to identify opportunities to improve the speed, quality, efficiency, effectiveness & overall customer experience of all CX processes & systems
  • Oversee evolution & continuous iteration of complex forecasting tools to hit service metrics as ClassPass continues to expand internationally
  • Keep pulse on all customer support contact channels to ensure that they are properly staffed & constantly evaluate what new channels may be needed to meet ever-increasing customer demands
  • Develop roadmap for scaling foreign language support, weighing cost, coverage & quality implications with expertise & ease
  • Form strong relationships with cross-functional stakeholders to instill CX mindset in planning/execution process & drive business cases for customer improvements
  • Establish rapport with current vendor partners while leading evaluation of alternatives to ensure we are maximizing value (especially critical for BPO partners)
  • Stand up reporting, dashboards & regular status updates on team performance & efficiency, using data to drive action plans, address gaps & celebrate wins
  • Approach all tasks with a sleeves-up, can-do mindset & relentless rigor you should know how CX operates better than anyone & be a go-to resource for all team members (internal & cross-functional)

Requirements:

  • 7+ years experience in customer experience, operations, management consulting, technology and/or related field
  • 2+ years leading & building out teams, preferably at a high growth startup
  • Whiz with SQL, Tableau, Keynote & Excel
  • Natural problem-solver & quick thinker with strong analytical prowess
  • Deep passion for overall customer experience with a proven track record of driving innovation & process improvements
  • Strong understanding of tech space & CX tooling, metrics & processes
  • Ability to blend both quantitative with qualitative to drive insights
  • Exceptional written & verbal communication skills, externally & internally
  • Ability to travel to other offices (MT, NY, UK, Asia) as needed
 
 
 
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