Customer Experience Operations Manager

Customer Experience Operations Manager

Department: Customer Experience

Employment Type: Full Time

Location: Remote, UK

Reporting To: Stephen Topp

Compensation: £47,000 - £55,000 / year

Description

As a Customer Experience (CX) Operations Manager, you'll play a key role in ensuring the smooth and effective operation of Aptem's post-sales teams. Reporting to the VP Customer Experience, you'll work closely with department heads across Implementation, Customer Success, and Support, as well as cross-functionally in the business, to drive continual improvement in the performance of the customer-facing teams at Aptem.

The CX Operations Manager plays a vital role in the success of Aptem's customers and the efficiency of the teams that ensure their success.

The role is remote-based (UK), with regular travel to our London office. Some additional travel required for workshops, strategic initiatives, team away days, and other initiatives as necessary. Co-located work is estimated to average approximately 1-2 days per month.

Applications will be assessed by our team, with successful candidates at the initial assessment stage invited to interview in mid-September.

Main responsibilities

• Drive Product Adoption
  • Analyse the causes of poor product adoption, and work cross-functionally to drive initiatives to improve adoption amongst Aptem's customers
• Management of CX Technology and Toolset
  • Administer and configure the tools used across CX functions to support the teams' performance
  • Identify and drive opportunities for automation within the teams' operational workflows
  • Understand and assess the capabilities of our tools, and identify opportunities to maximise their usage
  • Create and refine AI prompts to streamline CX team workflows
  • Remain informed about advancement in the technology landscape for Customer Success, Implementation, and Support to explore alternative solutions that can improve performance and/or reduce cost for the business
  • Train staff on the use of the CX technology stack
• Project Management
  • Act as project manager for key strategic initiatives, ensuring their successful delivery
• Forecasting
  • Improving the quality and accuracy of our forecasting, including customer churn, renewal, upsell, and growth
• Analysis and Reporting
  • Develop and maintain CX team metrics, dashboards, and reports to track key performance indicators and results
  • Monitor customer engagement, feedback, and product engagement data to guide improvements, making informed decisions that enhance CX teams' operations
• Process Improvement
  • Continuously evaluate and recommend improvements to processes to ensure they align with business and department objectives, supporting high performance of the customer-facing teams
  • Work closely with department heads to design, document, implement and manage scalable processes and workflows to improve teams' efficiency and effectiveness
• Documentation
  • Act as controller for the CX teams' Sharepoint and Confluence spaces, ensuring that content remains accurate and discoverable

Desired skills, experience and knowledge

• Proven background within a related role, ideally within the SaaS or EdTech sectors, with a strong focus on leveraging data, improving processes and CRM management
• A naturally curious mind that doesn't take things at face value, with an ability to push back or dig deeper as appropriate; an internal motivation to identify opportunities to improve things combined with a sense of ownership and drive to see those things through
• Analytical abilities: Excellent analytical skills, with a focus on data-driven decision making. Able to identify patterns in data and translate these into actionable insights
• Strong negotiation and influencing skills, with the ability to interact and manage stakeholders at all levels
• CRM System Knowledge: Strong technical knowledge of CRM systems, with demonstrable experience in their administration and/or configuration. Experience with Planhat and/or Zendesk is preferable.
• Demonstrated ability to design, test, and optimise AI prompts to drive efficiency and accuracy in customer-facing and internal processes.
• Change Management: Ability to successfully roll out changes in tools and processes, ideally in a remote working environment
• Project Management: An experienced project manager, preferably holding project management certification
• Customer-centric mindset
• Excellent written and verbal communication skills; an ability to clearly articulate complex ideas
• Excellent problem solving skills
• Highly organised; able to manage own workload and time, prioritise effectively, and work independently

Benefits

• 27 days holiday allowance plus bank holidays, with an additional day off on your birthday!
• Option to take up to 2 days of paid volunteering leave every year.
• Summer Fridays - half a day off at the end of the working week between June and August.
• Option to purchase up to 5 days of additional leave.
• Company pension scheme.
• Life insurance.
• Private health insurance with Aviva.
• Electric vehicle scheme.
• Discounted gym membership.
• Retail and other discounts.
• Employee Assistance Programme.
• Learning and development budget.
• Regular paid social events throughout the year.