The Role

The CX Operations Manager, reporting to the Director of Revenue Operations, will oversee the operational aspects of our Customer Experience (CX) initiatives for the Americas region. This role will ensure that our processes, systems, and tools are optimized to provide a seamless experience for our internal and external customers. The ideal candidate will have a strong background in operations management, a passion for customer satisfaction, and the ability to drive continuous improvement for our existing customer install base. This role will be the subject matter expert for our RenewTrak system, partner with Renewals Team to close deals, and ensure accuracy in our reporting and operating cadence across the organization.

Essential job functions

Operational Management

• Partner on a regular basis with the CX & Renewals team to ensure operational excellence and manage customer expectations across the Americas region.

• Develop and implement operational policies, procedures, and best practices

• Oversee the integration and functionality of CX tools and systems to enhance efficiency

Process Improvement

• Proactively identify areas of improvement, implement solutions, and provide recommendations to leadership on solution rollout.

• Operate as a custodian of the customer journey and oversee cross-functional projects aimed at improving the renewals team’s ability to execute on orders.

Team Leadership

• Foster a positive and collaborative team environment that encourages high performance and innovation

• Provide training, development, and mentorship opportunities to enhance team skills and knowledge.

Performance Management

• Monitor, Report, and Recommend key performance indicators (KPIs) related to Renewals Team

• Ensure that operational goals align with overall company objectives

Customer Experience Strategy

• Work closely with the VP of Global Revenue Operations and the SVP Customer Experience to execute on corporate strategy
• Implement strategies to enhance customer satisfaction, loyalty, and retention

Minimum Qualifications

• Bachelor’s degree in business administration, operations management, or a related field.
• 5+ years of experience in operations management, preferably within a customer experience or service-oriented environment.
• Proficiency in relevant tools and systems
• Excel, PowerPoint, Microsoft Suite

• Renewtrak – training provided if needed
• Quote Wizard (internal tool) – training provided if needed
• Strong Analytical Skills

• Curiosity and drive for operational improvement
• Excellent communication and interpersonal skills.

We Offer

• Health, dental, vision, and prescription benefits (employee premiums covered by IGEL)
• 10 company-paid holidays per year
• 15-20 days of PTO per year (15 days in the first year and 20 each year thereafter)
• 401(k) plan with 100% company match, up to $5,000 per year
• Monthly home office allowance
• Remote working opportunities and flexible working times, so you can combine your demanding work with your private goals
• Employee Assistance Program (EAP) and Financial Wellness tool
• Company-paid life insurance policy, long-term disability (LTD), and short-term disability (STD) coverage
• Wellbeing apps, including Rightway, Headspace and Wellhub
• Training and development opportunities to advance your career
  

IGEL is an equal opportunity employer and makes employment decisions on the basis of merit. We want the best available person in every job. Our policy prohibits unlawful discrimination based on color, creed, sex, religion, marital status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, or any other consideration made unlawful by federal, state or local laws.

Additional information
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