Cx Operations Leader
hace 4 semanas
## Cx Operations Leader
### Job Summary
We are seeking a highly skilled Cx Operations Leader to join our team at Ntd Software. As a key member of our operations team, you will be responsible for leading and developing our customer-facing teams, ensuring operational efficiency, and driving process automation and performance improvement.
### Key Responsibilities
* Enhance the customer experience by eliminating friction and ensuring operational efficiency
* Manage operating dashboards for Customer Experience, standardizing key metrics and KPIs across operations support, professional services, and customer success management
* Lead and develop the customer-facing teams: Support, Professional Services, and Customer Success
* Partner with Customer Experience leadership to align team operations with business needs
* Identify opportunities for process automation and performance improvement, driving cross-functional execution of initiatives
* Handle routine maintenance requests for business reporting needs
* Design, implement, and manage accurate operating metrics, systems design, and career development processes
* Manage bookings, utilization, revenue, margin forecasts, and actuals for the CX segment
* Provide metrics for CX leadership to support planning and budgeting
* Remove execution roadblocks to ensure timely deliveries
* Conduct training sessions on CX functions, reporting, and tools
* Partner with Finance for consistent business planning and forecasting
* Collaborate with the Ntd Software team to refine and execute evolving playbooks
### Requirements
* 5+ years in operations roles for Customer Success and Professional Services
* Expertise in Salesforce, Gainsight, ReferenceEdge, LMS, and professional services automation tools
* Experience advising Success teams; B2B SaaS experience is a plus
* Strong operational, project management, consulting, and process improvement skills
* Excellent communication and presentation skills, able to work with senior leadership
* Management experience in an enterprise software environment (preferably SaaS)
* Proven ability in customer-facing roles (professional services, consulting, management)
* Skilled at managing ambiguity and solving unique problems
* Success in fast-paced environments, managing multiple projects simultaneously
* Proficient in data analysis for decision-making; advanced Excel skills
* Detail-oriented with a focus on high-level decision-making impact
* Successful cross-functional coordination, planning, execution tracking, and KPI management
* Driven to simplify and continuously improve operations
* Empathetic approach to peers, partners, and customers
* Innovative mindset, challenging the status quo for process improvements
* Experience managing diverse and remote teams, including recruiting and training
* Preferred experience with healthcare software, especially EHR, MDM, or EMPI
* Expertise in supporting professional services sales, developing statements of work, pricing, and large-scale proposals (RFI, RFQ, RFP)
* Self-starter with strong problem-solving skills and work ethic
### What We Offer
* A dynamic and growing company with a people-first culture
* Opportunities for professional growth and development
* Collaborative and supportive team environment
* Competitive salary and benefits package
### Location
This position is based in Mérida, Yucatán, México. If you do not live in/around Merida, and are still interested in this position, relocation will be required within 60 days of accepting this position. Ntd Software will provide a relocation bonus of $42,500 MNXpesos to help with your move.
### How to Apply
If you are a motivated and experienced professional looking for a new challenge, please submit your application, including your resume and a cover letter, to [insert contact information].
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