Strategy & Ops Mgr, Customer Experience

Employment Category

Regular, Full-time

Travel Requirements

On Occasion (Less than 5%)

Responsibilities/Skills/Experience Requirements

JOB DUTIES/RESPONSIBILITIES:

• Partners with leadership to define and refine customer experience objectives and KPIs, determining the most critical metrics for measuring success and driving continuous improvement in customer interactions
• Identifies, designs, and executes process improvements, using judgment to streamline workflows and elevate the quality of customer interactions, ensuring alignment with strategic goals
• Leads cross-functional projects with full accountability for optimizing customer service and support processes, making strategic decisions on resource allocation, timelines, and problem-solving to ensure maximum impact and operational efficiency
• Analyzes customer feedback, survey data, and performance metrics, evaluating the effectiveness of customer experience initiatives and providing actionable insights and recommendations to leadership to drive informed decision-making and improvements
• Collaborates with multiple departments, driving the integration of customer experience strategies into broader business operations and guides these initiatives to ensure they align with organizational objectives and deliver tangible outcomes
• Takes leadership in driving the adoption of new technologies, tools, and processes, assessing emerging solutions and implementing those that significantly enhance the customer experience while aligning with long-term strategy
• Manages high-impact projects from inception to completion, autonomously defining goals, setting clear deliverables, and ensuring that milestones are met on time, within scope, and with optimal results
• Collaborates with customer service, technical teams, and stakeholders to ensure processes are fully aligned, continuously optimized, and executed seamlessly, addressing any roadblocks and making adjustments as necessary to ensure project success
• Champions a culture of innovation and efficiency, taking initiative to regularly review processes, solicit feedback, and recommend new tools, technologies, or methodologies that will enhance service delivery and customer satisfaction

JOB REQUIREMENTS:

• Bachelors Degree
• 5-10 years of related experience
• 18 years of age or older

REQUIRED SKILLS:

• Bachelor s degree in Business Administration, Operations Management, or a related field
• 5+ years of experience in business operations, process improvement, or a similar role with a proven track record of taking ownership and delivering results
• Strong project management skills, with a proven track record of leading cross-functional initiatives.
• Excellent communication and collaboration skills, with the ability to influence and drive change across teams
• "Proficiency in Microsoft Excel, Google Sheets, or other data analysis tools; experience with project management software (e.g., Asana, Trello) is a plus"
• Self-motivated, results-oriented, and comfortable working in a fast-paced, dynamic environment
• "Strong analytical and problem-solving skills with a focus on driving measurable improvements"

Job Function

Human Resources

Years Experience

5 - 10 Years Experience

Country

United States

Location City

HOFFMAN ESTATES

Work-In City

Chicago

Work-In State

Illinois

Work-In Postal Code

60179

EEO/EOE Footer

Equal Opportunity Employer / Disability / Vet.

Posting Tags

#Corporate

Company Brand

Transformco

Compensation Range

135000

Additional Compensation Explanation

N/A