Operations Manager-Voice-Customer Service

Webchat Manager Experience is Mandatory

Bachelor Degree in relevant field with 6- 8 years of relevant experience

Lead and manage the CX design team, providing strategic direction, mentorship, and support to drive exceptional customer experiences.
Develop and implement a comprehensive customer experience strategy that aligns with organizational goals and enhances user satisfaction across all touchpoints.Oversee the creation and optimization of customer journey maps, personas, and experience frameworks to guide design and business decisions.Collaborate with senior leadership, product managers, UX/UI designers, and marketing teams to align CX initiatives with broader business objectives.Conduct advanced user research and analysis to gather insights into customer needs, behaviors, and pain points, translating these insights into actionable design improvements.Lead the design and execution of A/B testing, usability studies, and other experiments to validate design decisions and measure their impact on customer experience.Develop and manage key performance indicators (KPIs) for customer experience, regularly reporting on progress and recommending improvements based on data and feedback.Ensure that all customer experience designs meet industry standards for accessibility, usability, and best practices.Foster a culture of innovation and continuous improvement within the CX design team, encouraging creative problem-solving and collaboration.Stay abreast of industry trends, emerging technologies, and best practices in customer experience design to ensure that our approach remains cutting-edge and effective.

Work in rotational shifts and Webchat Manager Experience is Mandatory