Director of CX Operations

Position Overview:

We’re looking for a Director of Customer Experience Operations to drive excellence and innovation in our customer experience operations. As the Director of CX Operations you’ll support Quilt’s Software and Payments Support and Onboarding teams by establishing processes and providing insights they need to operate and scale efficiently. As a senior member of the Business Operations team you will collaborate with the CX functional leaders to optimize processes and define and develop the reporting needed to support their operations. You’ll work closely with the Business Intelligence team to operationalize reporting and be a go-to resource for analysis and insights. 

Responsibilities:

• Develop and monitor KPIs related to onboarding, retention, support, and overall customer experience.
• Deliver regular reports to senior leadership, highlighting trends, insights, and actionable recommendations. 
• Collaborate with the Business Intelligence team to produce dashboards and reporting tools to deliver actionable insights on customer health, product usage, and business performance.
• Assess the efficacy of outreach and onboarding efforts by analyzing customer engagement metrics and identifying trends. Advise on optimizations to enhance customer interaction and satisfaction.
• Understand and optimize SFDC processes related to department workflows.
• Establish ongoing feedback loops with functional leaders to ensure insights are integrated into business decisions and product/service improvements.
• Identify areas of opportunity across our technology stack, processes, and workflows that will enhance productivity or insight. Present, implement, and measure solutions.
• Foster strong relationships with CX functional leaders to understand where they lack visibility.
• Leverage productivity metrics to forecast staffing needs based on forecasted volume. Develop manager-level reporting to analyze individual performance.
• Collaborate directly with CX leadership and Revenue Operations partners to build efficient operational processes.

Competencies:

• 6+ years of experience working in an operations function with direct experience supporting Customer Success.
• Excellent communication skills, and the ability to work in a dynamic and fast-paced environment.
• Ability to think strategically, act tactically and communicate effectively.
• Creative problem solver that identifies new and innovative ways to improve productivity.
• Desire to build relationships and work cross-functionally with various stakeholders across the business.
• Exceptional organizational skills and attention to detail.
• Strong analytical skills, with the ability to translate data into actionable insights and strategies.
• Experience with SFDC architecture and reporting.
• Experience with multi-channel contact software (VOIP, Messaging, Email).
• Experience designing and maintaining reports/dashboards in Business Intelligence tools such as Tableau.
• Highly proficient in using Excel or Google Sheets to build models or produce ad hoc analyses.

What We Offer

• 401k with company match   
• Medical, Dental, and Vision Plans, The Company covers 75% of Premiums
• Paid Time Off   
• Fully Remote Work environment

Salary: 115-125k 

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