CX Operations Manager (Salesforce)

What You Will Be Do:

Planning and strategy:

• Work together with senior management and enterprise platform team to define and hone the overall CX operation vision and roadmap.
• Determine metrics and key performance indicators (KPIs) to gauge performance in terms of operational effectiveness, and overall success.
• To spot trends, opportunities, and areas for improvement, conduct routine CX operation data analysis and reporting.
• Continuously drive process automation and reduce the cost-per-case down through AI Chatbot, self-service portals, improved knowledge center

Managing and leading a team.

• Establish a culture of cooperation, accountability, and constant improvement while leading, mentoring, and developing a high-performing team of CX operation specialists.
• To ensure both individual and team success, define team goals, establish performance targets, and give frequent feedback.
• Effective resource allocation is key to achieving operational goals and maximizing team output.
• Implement development plans for team members, identify training needs, and conduct routine performance evaluations.

Process enhancement and optimization:

• To reorganize processes, boost productivity, and improve CX operation experiences, evaluate current CX operation practices, pinpoint pain points, then develop and put into practice solutions.
• To improve workflows and minimize manual effort, find and implement automation opportunities.
• To guarantee dependable, high-quality service delivery, monitor process adherence and compliance.
• Configure CRM platform to support our new global tiered support structure.
• Find solutions, come up with proposal and implement new tools for our Professional Services to reduce manual inputs and improve customer experience

Cross-Functional Cooperation:

• To ensure that CX operation initiatives and processes are integrated, work closely with other departments like marketing, sales, product development, and IT.
• Communicate with stakeholders to get their opinions, deal with any issues, and push for more CX operation-focused changes throughout the entire organization.
• Assist with CX operation-related strategies, initiatives, and projects by acting as a subject matter expert.
• Support Salesforce users, Salesforce Communities

What We Need From You:

Academic Qualifications and Certifications:

Must have:

• Bachelor’s degree in a technical discipline, or equivalent experience.
• Salesforce Administrator and Advanced Certification are required.
• Solid understanding of Salesforce data storage, security model, etc.
• Experience in application support and customer experience support.
• Experience in enterprise application integration, vendor assessment and engagement.
• Experience in project management and Scrum Agile methodology.
• Experience in documenting business requirements and translating them into technical solutions.
• Experienced with ITSM functionalities such as change control, CMDB, ticket system. ITIL certification is preferred
• Very good communication and presentation skills. Able to manage stakeholders well.
• Team-building experience, succession planning, resource planning skills

Nice to have:

• Salesforce Service Cloud and Omnichannel is highly desirable
• Experience with Project Management tool like Atlassian JIRA, Confluence
• Experience with Generative AI, LLM and prompt engineering.
• Experience with Chatbot Design and API Integration

Knowledge, Skills and Attributes:

• Excellent organizational and team leadership skills
• Solid understanding of cybersecurity, computer and networking technologies.
• Highly focused on business outcomes
• Ability to guide the team through transformational objectives set out by the business from end-to-end with minimal supervision
• Ability to communicate and work across different cultures and social groups.
• Ability to work well in a high-pressure and fast-paced environment.