Lead strategic initiatives to optimize systems for customer experience operations, oversee projects, mentor team members, and analyze performance metrics.
Description
We are seeking a world-class expert in CX Systems Operations with outstanding project, leadership, and technical skills to join our team. You will have full ownership to lead strategic initiatives across various operational channels, optimizing our systems, and driving innovation.
The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for improving customer experience through technology. This is a great opportunity to make a significant impact within monday and help shape the future of our customer experience operations.
About The Role
- Be a technological business partner for the CX organization within monday.com
- Oversee projects from inception to completion, meeting deadlines, and achieving desired outcomes.
- Implement best practices for each project while ensuring our systems and processes align with our organizational goals.
- Be a mentor to the team to ensure the highest standards of excellence.
- Collaborate cross-functionally, manage resources, and mitigate risks.
- Introduce new tools and streamline workflows to enhance efficiency.
- Continuously improve our customer support software (e.g. Zendesk/ Salesforce) to meet evolving business needs.
- Analyze performance metrics to inform future initiatives.
- Adapt to changing priorities in a fast-paced environment.
- Communicate ideas effectively within a dynamic, cross-functional team.
Requirements
- 8+ Years of Relevant Experience
- Proven experience in project management and a deep understanding of all stages of the project lifecycle.
- Experience with customer support software such as Zendesk.
- Technical Expertise
- Strong understanding of APIs and system integrations.
- Ability to work with software tools and understand how different systems connect.
- Clear Communication Skills
- Excellent written and verbal communication skills
- Confident, articulate, and professional speaking abilities
- Strong collaboration skills with various teams.
- Exceptional Problem-Solving Skills
- Excellent analytical abilities with meticulous attention to detail.
- Ability to identify issues and solve them independently.
- High Level of Written and Spoken English - must
Bonus Points For
- Experience with data visualization and reporting tools.
- Familiarity with software development practices and methodologies.
- Knowledge of SQL for basic data querying
- Experience with Postman
- Experience with Qualtrics
Social Title
None
Social Description
None
Our Team
None
Position Type
None
About The Team (Internal)
None
Internal requirements
None
Top Skills
APIs
Cx Systems Operations
Data Visualization
Postman
Qualtrics
Salesforce
SQL
System Integrations
Zendesk
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