Manager - Customer Experience

Key Responsibilities:

1. Reporting & Analytics (Must-Have)

• Develop and maintain dashboards and performance reports to track key KPIs for support operations.
• Analyze large data sets to identify trends, bottlenecks, and improvement opportunities.
• Present actionable insights to leadership for data-driven decision-making.
• Ensure accuracy, consistency, and timeliness in all operational reporting.

2. Process Optimization (Must-Have)

• Lead and execute workflow optimization initiatives to reduce resolution time and improve efficiency.
• Identify and implement automation opportunities to minimize manual efforts.
• Enhance ticket triaging, escalation, and SLA adherence through continuous improvement.
• Maintain and refine process documentation, SOPs, and best practices.

3. Training (Good-to-Have)

• Develop and deliver training programs to improve internal team efficiency and product knowledge.
• Support external customer training initiatives to enhance product adoption and self-service capabilities.
• Collaborate with cross-functional stakeholders to align training with business objectives.