Job Description

Top skills:

• Process Improvement
  
• Vendor Management
  
• Business Analysis
  

Schedule: Fully onsite

The Operations Manager will lead initiatives to enhance customer experience and streamline operational processes within the Care+ team of the MX organization. This role will focus on identifying inefficiencies, implementing process improvements, and ensuring seamless customer interactions across all touchpoints.

This role is a vendor and customer-facing role and requires problem-solving and strong communication skills.

• Develop and execute strategies to improve customer experience metrics and optimize operational efficiency
  
• Leverage NPS results, Medallia survey data and KPI results to provide actionable insights and drive process improvements
  
• Collaborate with cross-functional teams to ensure alignment on customer experience goals and operational objectives
  
• Analyze and document current processes, identify bottlenecks, and implement solutions to optimize workflows
  
• Case-manage customer escalations
  
• Act as main point of contact for Call Center BPO and Third-Party Administrator
  
• Lead training and development programs to enhance team capabilities in customer experience and process improvement
  

Minimum Qualifications

• Bachelor's degree in Business Administration, Operations Management, or a related field.
  
• 5 years of experience in operations management or a related role.
  
• Proven track record of improving customer experience and operational processes.
  
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
  
• Excellent communication and leadership skills.
  

Preferred Qualifications

• Experience in the mobile device protection industry.
  
• Familiarity with process improvement methodologies such as Lean or Six Sigma.
  
• Experience managing cross-functional teams in a fast-paced environment.

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