Client Experience Operations Manager

This is a fully remote position, open to applicants in Arizona, +9 more states.

📋 Description

• Manage and enhance Salesforce Service Cloud, focusing on case management, automation, routing, entitlements, service level agreements (SLAs), and reporting.

• Take ownership of the configuration and continuous administration of Zoom Contact Center to facilitate voice and digital client interactions.

• Create and sustain customer experience (CX) workflows that ensure seamless and intuitive interactions for both clients and internal teams.

• Collaborate with Service and Account Management to synchronize systems with actual service processes and client requirements.

• Implement and maintain AI-enhanced service functionalities, including case routing, agent assistance, automation, and knowledge recommendations.

• Guarantee precise capture and reporting of service and interaction data to aid in performance management and ongoing improvement.

• Detect and remove obstacles in client-facing workflows while suggesting system and process enhancements.

• Assist in the deployment of new service tools, features, and integrations throughout the CX technology stack.

• Work alongside Revenue Operations and Data teams to align service metrics with comprehensive go-to-market reporting and insights.

• Document CX processes, system setups, and best practices to ensure scalability and consistency.

• Act as a reliable operational partner to key client-facing teams and strategic accounts.

⛳️ Requirements

• Experience as a Salesforce Service Cloud Administrator, encompassing case management, automation, reporting, and user configuration.

• Certification as a Salesforce Service Cloud Consultant or Administrator (mandatory).

• Practical experience in administering Zoom Contact Center or equivalent CCaaS platforms.

• Strong knowledge of service data models, SLAs, entitlements, queues, and routing mechanisms.

• Familiarity with AI applications in service settings, including workflow automation, agent assistance, intelligent routing, and self-service options.

• Experience in integrating and managing tools that facilitate client-facing interactions, such as CRM, contact center, knowledge base, and reporting tools.

• A collaborative mindset with the ability to work closely with Service, Account Management, and cross-functional teams.

• A customer-centric approach and a passion for crafting seamless, supportive, and human client experiences.

• Capability to translate service strategies and client needs into scalable systems and workflows.

• A proactive mindset for identifying experience gaps and operational inefficiencies before they affect clients.

• Detail-oriented and process-focused, with a strong commitment to documentation and change management.

• Ability to juggle multiple priorities and complex initiatives across various teams.

• Effective communicator skilled in explaining technical concepts in straightforward, user-friendly language.

• Must possess Salesforce Service Cloud certification, as indicated in the required application question.

• The role is restricted to candidates located within the continental United States.

🏝️ Benefits

• 100% Company-Paid Premiums for Employee’s Medical Health (HDHP 4500), Vision, and Dental Plans + $4,400 company-sponsored contribution into an HSA

• Short-term and Long-term Disability

• Life Insurance

• 401k Matching

• Work from Anywhere within the US

• Flexible PTO

• Paid Parental Leave

• Post-Parental Leave Program - $5k stipend to assist with expenses, 4 week 100% paid “Ease-Back” return to work transition period

• Starter+ Membership to Wellhub (access to over 5k gyms and studios)

• Charitable donation matching