Manager, CX Ops

Summary

Join BambooHR's Customer Experience Operations team as a Manager, CX Operations, leading a team of 4-6 professionals in managing and optimizing multiple CX platforms. You will oversee user support, issue resolution, performance monitoring, training, and business requirement development. This Utah-based hybrid position requires strong leadership, analytical, and communication skills, along with 5+ years of experience in a technology/software company. A bachelor's degree or equivalent experience is required. BambooHR offers a fantastic company culture, competitive benefits including generous PTO, comprehensive health benefits, 401k matching, and various professional development opportunities.

Requirements

• 5+ years of experience in a technology/software company in Operations or IT
• Strong leadership skills, with the ability to inspire, coach, and motivate, ideally with experience managing cross-functional projects and teams
• Strong analytical and critical thinking skills with the ability to collect, organize, analyze, and disseminate information and data
• Experience in data analysis, business intelligence, and design of reports and dashboards
• Excellent communication and collaboration
• Ability to set and meet deadlines, manage competing priorities, and shift focus when necessary
• Bachelor’s degree, or equivalent experience in a relevant field (e.g., customer experience, operations, business analysis, data analytics, database administration, computer science, data analytics)

Responsibilities

• Lead, mentor, and develop a team of 4-6 CX operations professionals, fostering a collaborative and high-performance work environment
• Set clear goals and expectations, providing regular feedback and performance evaluations against key quantitative KPIs
• Provide leadership, guidance, and support to advance team members' skills and careers, identifying opportunities for professional growth and designing coaching and development plans
• Collaborate with TA to coordinate the selection and onboarding of new team members
• Enable team success by lifting roadblocks and efficiently managing workloads to ensure balanced project teams across all operational time intervals
• Manage day-to-day support activities of the tools team
• Addressing inquiries, performing ad-hoc customizations, and implementing core functionalities
• Manage user administration, security, and permissions to ensure a secure and efficient user experience
• Resolve bugs, issues, or disruptions, ensuring minimal impact on users and maintaining high service standards
• Continuously monitor system performance, data integrity, and user activity
• Implement strategies to optimize platform performance and usability
• Develop and deliver training content and best practices to enhance user proficiency and ensure ongoing adoption and usage
• Drive the development of Business Requirements Documents (BRDs) for projects and requests as needed
• Maintain and update Standard Operating Procedures (SOPs), documentation, and process maps specific to the tool
• Provide project feedback, SLA management and expectation setting, updates, education, status reports, and manage releases, bugs, and issues
• Develop of operational Key Performance Indicators (KPIs)
• Build reports and dashboards to track performance metrics
• Maintain product knowledge across the CX toolset, particularly regarding BHR’s deployment
• Prioritize, batch, and sequence work within the area of accountability, ensuring alignment with established Service Level Agreements

Preferred Qualifications

• Strong data analytics skills with an emphasis on business intelligence and insights
• Advanced knowledge of CX systems like Gainsight, Zendesk, Salesforce for managing customer experience operations
• Experience with Tableau and/or PowerBI for data visualization and reporting
• Experience in change management and process improvement - driving organizational change and enhancing efficiency
• Experience with project management and agile methodologies
• Proven success designing and building technical solutions, including creation of technical documentation; CRM administration experience or certification
• Understanding of data structures, data modeling, and database management
• Familiarity with CRM tools (Dynamics, Salesforce, HubSpot, etc.) and CPQ data structures

Benefits

• 4 weeks paid time off
• 11 paid holidays
• Paid vacation time
• Medical with HSA and FSA options, dental, and vision
• 401(k) with a generous company match
• Access to a personal financial planner
• Legal and life insurance
• Paid Financial Peace University one year subscription
• Paid time to volunteer in the community
• Educational Benefits
• In-Person Onboarding
• Flexible Work Models