Customer Experience Manager

4 semanas atrás


Lisboa, Lisboa, Portugal Rival Tempo inteiro
Customer Operations Manager

We're seeking a seasoned professional to join our team as a Customer Operations Manager. This role will play a critical part in enhancing the overall customer experience by managing and optimizing the systems, workflows, and teams that engage with customers.

Key Responsibilities:
  • Develop and implement operational strategies aligned with the company's goals, identifying potential risks and creating mitigation plans.
  • Lead cross-departmental and cross-functional projects and strategic initiatives within the COO organization, ensuring all stakeholders are included, informed, and aligned with the main goals, decisions, risks, and milestones.
  • Assess and optimize processes that help meet targets and deliver on customers' needs, including relaying customer feedback to the Product team, aligning with Software Engineering and Engineering team for major cases and bugs, and handovers between customer-facing teams.
  • Determine the timing and content of touch points for customer-facing teams along the customer journey to drive optimal adoption, net promoter score, and satisfaction.
  • Prepare and manage budget, monitoring expenses and seeking ways to reduce costs without compromising quality.
  • Promote clear and effective communication within stakeholders, project teams, and organization to ensure alignment and transparency.
  • Collaborate closely with suppliers and vendors to maintain strong relationships and optimize partnership value.
  • Regularly assess the team's capacity and workload to ensure resources are appropriately allocated.
  • Monitor and analyze performance data to drive improvements, setting performance metrics and targets for the team, and creating operational reporting for the teams.
  • Implement and manage software solutions that support operational activities across all departments within the COO organization.

We're looking for a customer-centric leader who can drive operational excellence and improve the overall customer experience. If you're passionate about delivering exceptional results and have a proven track record of success in a similar role, we'd love to hear from you.



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