Job Description
Manager, Customer Services Operations
41452
Other
Atlanta, GA
Description
Qualifications
Description
Manager, Customer Services Operations
Remote
Location: Virtual/Nationwide
Through SmashFlyX, our innovative cloud-based recruitment marketing platform, Symphony Talent helps talent acquisition teams automate recruiting tasks for efficiency while empowering marketing techniques for maximum interaction and conversion. Unifying CRM, Career Site, Talent Mobility and Programmatic Advertising, the platform is also backed by world-class Studio and Brand Services, allowing Symphony Talent to redefine the notion of a one-stop solution for all sourcing, nurturing, engagement and retention of talent.
With primary offices in New York, London, Bangalore, and Belfast and supporting more than 600 customers across the globe, we are seeking a highly motivated Manager of Customer Services Operations to join our Commercial Operations Team to plan, coordinate and oversee successful execution of programs at Symphony Talent.
About the Role:
- This is a data driven role to evaluate and develop operational dashboards and performance metrics that drive Implementation, Professional Services and Customer Tech Support success.
- Analyze data to increase the understanding of customer engagement trends. Develop and optimize processes to support a strong, scalable customer delivery and support model.
- Based on researched data, identify and deliver against strategic initiatives that evolve customer satisfaction, as well as customer retention.
- Specify and build tools to improve the speed and quality of Implementation, Professional Services and Customer Tech Support.
- Manage team member utilization according to customer demand and service level agreements.
- Become the trusted advisor to cross functional customer satisfaction stakeholders and work with them to identify and solve root cause issues that impact customer dissatisfaction and churn;
- Develop and deliver KPIs that drive strong revenue retention and customer satisfaction, including service utilization and forecasting.
- Create and track key metrics related to utilization, billable hours and capacity.
- Collect and synthesize customer feedback and insights for internal awareness and improvement
Requirements
About you:
- 5+ years of customer operations role focused on optimizing people, processes, and technology with customer journey and experience in mind.
- Experience in designing PSA systems for complex global tech organizations; Preferred platforms – Service Cloud, JIRA, Zendesk, Netsuite.
- Strong quantitative approach to understanding issues and following a data driven approach to understanding next steps.
- Strong program and project management skills with ability to manage and support multiple project work streams across a global environment
- Desire to understand data to create insights to drive improvements to customer satisfaction
- Ability to communicate and work effectively cross functionally across a global organization; proven experience in relationship management and group facilitation skills.
- Exceptional verbal and written communication skills
Additional Benefits:
- Flexible Work – both virtual, hybrid & office offerings
- Competitive compensation, unlimited PTO and paid child leave.
- Great benefits package, including a 401(k) plan
- Learning & growth programs
- Open, collaborative and global culture
This position can be based in any of our operating ST offices or virtually US.
Only candidates with proper permits to work in the United States can be considered. Symphony Talent is committed to equality of opportunity in employment. It has been and will continue to be the policy of Symphony Talent to provide full and equal employment opportunities to all employees and candidates for employment without regard to race, color, religion, national or ethnic origin, veteran status, age, sexual orientation, gender identity, marital status, pregnancy, childbirth or physical or mental disability. This policy applies to all terms, conditions and privileges of employment, such as those pertaining to training, transfer, promotion, and compensation. Symphony Talent is committed to a drug-free workplace.
Think you have what it takes? Apply now and get ready to show us!