Job
Description
You will be a technical Customer Operations Enablement Specialist at SiteMinder, focusing on Intercom optimisation and cross-functional technology delivery. In this role, you will gather requirements, design solutions, and implement automations to scale the capabilities of customer teams globally. Your work will directly contribute to customer satisfaction and digital-first business objectives by leveraging automation, AI, and data-driven insights. **Key Responsibilities:** - Be the subject matter expert for all things Intercom. Collaborate with Customer Teams to ideate, design solutions, build, and optimize workflows and processes in Intercom. - Deliver and optimize programs that leverage AI and automation to enhance operational efficiencies and customer outcomes within Intercom. - Lead the implementation and optimization of projects and programs, driving positive technology and process outcomes in the Customer landscape. - Identify opportunities for evolution and enhancement, working with key stakeholders across the customer teams to deliver continuous improvement. - Engage closely with senior customer leadership to align on strategies and manage cross-functional initiatives. Escalate complex matters or senior stakeholder management tasks to the onshore Sydney team when necessary. - Build relationships with key cross-functional teams across sales and marketing operations, IT, and CRM delivery to ensure alignment across projects and technology. - Track the effectiveness of tools and processes, establish baselines, and maintain performance controls. **Qualifications Required:** - Wide experience in technology-focused Customer Operations role with a deep understanding of operational and technical best practices. - Hands-on experience with customer service platforms, ideally Intercom but similar platforms like Zendesk or Freshdesk would suffice. - Experience with writing custom API calls and scripts, building data connectors between systems, and creating custom webhooks. - Proven track record in a leadership role in technology projects from conception through successful delivery and adoption. - Self-motivated problem-solver with a proactive approach to building operational excellence. - Proven stakeholder management and cross-functional collaboration abilities. If you meet the above qualifications and are excited about shaping the future of customer operations through technology, we encourage you to apply. SiteMinder offers a range of perks and benefits, including a hybrid working model, mental health initiatives, paid birthday, study, and volunteering leave, sponsored social clubs and events, and more. Join us in revolutionizing the way for our customers and be part of our diverse and inclusive culture where your unique self is valued and celebrated. You will be a technical Customer Operations Enablement Specialist at SiteMinder, focusing on Intercom optimisation and cross-functional technology delivery. In this role, you will gather requirements, design solutions, and implement automations to scale the capabilities of customer teams globally. Your work will directly contribute to customer satisfaction and digital-first business objectives by leveraging automation, AI, and data-driven insights. **Key Responsibilities:** - Be the subject matter expert for all things Intercom. Collaborate with Customer Teams to ideate, design solutions, build, and optimize workflows and processes in Intercom. - Deliver and optimize programs that leverage AI and automation to enhance operational efficiencies and customer outcomes within Intercom. - Lead the implementation and optimization of projects and programs, driving positive technology and process outcomes in the Customer landscape. - Identify opportunities for evolution and enhancement, working with key stakeholders across the customer teams to deliver continuous improvement. - Engage closely with senior customer leadership to align on strategies and manage cross-functional initiatives. Escalate complex matters or senior stakeholder management tasks to the onshore Sydney team when necessary. - Build relationships with key cross-functional teams across sales and marketing operations, IT, and CRM delivery to ensure alignment across projects and technology. - Track the effectiveness of tools and processes, establish baselines, and maintain performance controls. **Qualifications Required:** - Wide experience in technology-focused Customer Operations role with a deep understanding of operational and technical best practices. - Hands-on experience with customer service platforms, ideally Intercom but similar platforms like Zendesk or Freshdesk would suffice. - Experience with writing custom API calls and scripts, building data connectors between systems, and creating custom webhooks. - Proven track record in a leadership role in technology projects from conception through successful delivery and adoption. - Self-motivated problem-solver with a proactive approach to buildi
