Manager Of Cx Operational Excellence

Summary

Join Intradiem as a leader in operational excellence and strategic project delivery, ensuring alignment with customer-centric goals. You will supervise the Strategic Project Manager, oversee a portfolio of strategic projects, and establish a framework for project governance. This role requires collaboration with cross-functional teams, process streamlining, KPI monitoring, and leveraging customer feedback. You will champion change management, partner with Learning Services for training, and ensure adherence to organizational policies. The ideal candidate possesses strong leadership, communication, and project management skills, along with experience in CX management and operational excellence.

Requirements

• Bachelor’s degree in Business, Operations Management, Customer Experience, or a related field (or equivalent work experience)
• 5+ years of experience in CX management, operational excellence, or transformation roles, with at least 2 years in a supervisory or managerial capacity
• Proficiency in project management tools and methodologies
• Proficiency in CX technologies and CRM systems (e.g., Salesforce, ChurnZero), with experience optimizing tools for strategic and operational outcomes
• Proven ability to manage complex, cross-functional projects while maintaining a focus on operational excellence
• Strong leadership and organizational skills to balance oversight of strategic initiatives with ongoing operational responsibilities
• Exceptional verbal and written communication skills, with a focus on engaging stakeholders and leadership effectively
• Demonstrated success in leveraging customer feedback and data to drive both strategic and operational improvements

Responsibilities

• Lead the organization’s efforts in driving operational excellence and strategic project delivery, ensuring alignment with customer-centric goals and overall business objectives
• Supervise the Strategic Project Manager, providing clear direction and support to ensure the successful planning, execution, and delivery of high-impact CX initiatives
• Oversee a portfolio of strategic projects, balancing resource allocation, timelines, and outcomes to align with organizational priorities and customer expectations
• Establish and maintain a framework for strategic project governance, ensuring clear ownership, defined success criteria, and alignment with the company’s CX strategy
• Serve as a strategic partner to cross-functional teams, driving collaboration and accountability for achieving project goals while fostering operational improvements across teams
• Lead efforts to streamline processes and workflows, ensuring operational excellence in delivering consistent and efficient customer experiences
• Monitor key performance indicators (KPIs) for both strategic projects and operational initiatives, using data-driven insights to report progress, measure success, and inform leadership decisions
• Partner with the Voice of Customer (VoC) program to incorporate customer feedback and insights into both strategic projects and operational processes, ensuring alignment with customer needs
• Optimize existing CX tools and systems to enhance both strategic project execution and day-to-day operations, ensuring they deliver maximum value
• Champion change management efforts to align employees with new processes and tools, equipping them to deliver on the outcomes of strategic and operational initiatives
• Partner with Learning Services to develop training programs that build employee capabilities, ensuring they can meet both strategic and operational excellence objectives
• Ensure adherence to organizational policies and procedures in all business activities
• All other duties as assigned

Preferred Qualifications

• Certifications in Six Sigma, Lean Management, or project management methodologies (e.g., PMP, Agile)
• Familiarity with AI-powered solutions and emerging technologies
• A passion for customer-centric approaches and operational excellence

Benefits

Visa sponsorship is available for this position