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Customer Experience Operations Director
hace 2 meses
We are seeking a highly skilled Customer Experience Operations Director to join our team at NTD Software. As a key member of our operations team, you will be responsible for driving operational efficiency, enhancing the customer experience, and leading our customer-facing teams.
Key Responsibilities- Operational Efficiency: Develop and implement processes to eliminate friction and ensure seamless customer experiences.
- Team Leadership: Lead and develop our customer-facing teams, including Support, Professional Services, and Customer Success.
- Process Improvement: Identify opportunities for process automation and performance improvement, driving cross-functional execution of initiatives.
- Metrics and Reporting: Design, implement, and manage accurate operating metrics, systems design, and career development processes.
- Financial Management: Manage bookings, utilization, revenue, margin forecasts, and actuals for the CX segment.
- Collaboration: Partner with Customer Experience leadership to align team operations with business needs and collaborate with the Verato team to refine and execute evolving playbooks.
- Experience: 5+ years in operations roles for Customer Success and Professional Services.
- Technical Skills: Expertise in Salesforce, Gainsight, ReferenceEdge, LMS, and professional services automation tools.
- Leadership Skills: Strong operational, project management, consulting, and process improvement skills, with excellent communication and presentation skills.
- Management Experience: Management experience in an enterprise software environment (preferably SaaS) and proven ability in customer-facing roles (professional services, consulting, management).
- Problem-Solving Skills: Skilled at managing ambiguity and solving unique problems, with a focus on high-level decision-making impact.
- Team Management: Successful cross-functional coordination, planning, execution tracking, and KPI management, with experience managing diverse and remote teams.
- Industry Knowledge: Preferred experience with healthcare software, especially EHR, MDM, or EMPI, and expertise in supporting professional services sales, developing statements of work, pricing, and large-scale proposals.
We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and experienced operations professional looking for a new challenge, please submit your application.
