Job Description
Job DescriptionCustomer Insights & Resolution: synthesize quantitative and qualitative data (CSAT, NPS, ticket trends, root-cause analyses) to identify systemic issues and track resolution progress.Premium CS: design and implement workflows, SLAs, tooling, and reporting specific to premium customer segments; coordinate escalation paths and concierge services.Projects: end-to-end management of CS projects (process, tooling, templates, KB, automation pilots), including scoping, stakeholder alignment, delivery, and post-implementation measurement.RequirementsProject management: strong experience with project planning, Agile/sprint approaches, risk management, and stakeholder management.Data-driven problem solving: competent with data analysis and translating insights into action.Process design: experience mapping workflows, defining SLAs, and implementing operational changes.Communication & influence: excellent written and verbal communication; can influence without direct authority and run cross-functional meetings.Change management & adoption: experience driving adoption (training plans, comms, playbooks).Customer empathy: deep understanding of frontline workflows and customer expectations.
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