Shape the customer journey at Relay as our Customer Operations Manager. Focus on enhancing interactions and leading a dedicated support team for SMBs.
As Relay's first Customer Operations Manager, you'll drive the evolution of our customer experience initiatives. With a strong focus on process improvement, this role involves collaboration with various teams including Support and Product. You'll lead Learning & Development while implementing key automation strategies to ensure all interactions are optimized for success.
Key Responsibilities:
• Build operations team focused on technology and quality assurance
• Identify and implement efficiency improvements
• Manage strategic project execution for CX goals
• Track and enhance team performance metrics
• Oversee capacity planning with BPO partners
Requirements:
• 3-5 years in customer experience operations
• Diverse knowledge in CX, quality assurance, training, and automation
• Proficient in customer servic...