21 ene
SPOTON
Ciudad de México
Senior Operations Manager | Expert Support
At SpotOn, we’re helping restaurants and small businesses compete and win with flexible payment and software technology—backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their customers and employees.
Recently, SpotOn was:
- Named one of Fast Company’s Most Innovative Companies of 2024
- Awarded Great Places to Work and Built In’s Best Workplaces for the third year in a row
- Selected as the Best Overall Restaurant POS by NerdWallet
- Rated the top-rated point-of-sale (POS) for restaurants, bars, retail,
and small businesses by Capterra users
We’re committed to caring hard and moving fast so that we can continue to grow and make a positive impact together.
That’s where you come in.
Job Summary: We are seeking a highly experienced and dynamic Senior Client Experience Manager to lead and optimize our Expert Support operations. As a Senior Client Experience Manager, you will be responsible for overseeing a team of Client Experience Leaders & Analysts, ensuring exceptional client support, and driving performance metrics. We are looking for a candidate with a proven track record in customer experience management, exceptional leadership abilities, and a strategic mindset to elevate our client experience to new heights.
- Provide strategic direction and senior leadership to the Expert Support Operations, ensuring optimal performance based on provided metrics and quality assurance assessments.
- Collaborate with executive leadership to align customer experience strategies with overall business objectives and ensure seamless execution.
- Drive the development and implementation of comprehensive customer experience strategies, focusing on exceeding client expectations and achieving industry-leading service levels.
- Analyze and interpret customer feedback and market trends to identify opportunities for enhancing the client experience and differentiating our brand.
- Partner with cross-functional teams, including senior leadership, training, workforce management (WFM), and quality assurance (QA), to align efforts and drive a consistent and exceptional customer service experience.
- Communicate the business strategy to reporting team leads, conduct regular team meetings, and provide timely updates on company policies, procedures, and product enhancements.
- Oversee workload distribution, ensuring efficient call handling during outages or staff shortages,
and handling call escalations as necessary to maintain exceptional client satisfaction.
- Develop and implement action plans to continuously improve call center performance, customer satisfaction, call resolution, and quality assurance metrics.
- Approve staffing and scheduling recommendations provided by WFM, ensuring optimal resource allocation to meet service level agreements and maintain high customer service standards.
- Conduct and enforce disciplinary action meetings and performance improvement plans when required, fostering a culture of accountability and continuous improvement.
- Champion a customer-centric culture throughout the organization, leading by example and inspiring the team to deliver exceptional service at every touchpoint.
- Foster a positive and engaging work environment, promoting professional growth and development opportunities for team members.
- Collaborate with senior management to develop and manage departmental budgets, effectively allocating resources to support operational goals.
- Stay updated on industry trends, best practices, and emerging technologies to drive innovation and enhance the client experience.
- Perform any other duties as assigned by executive leadership to support overall business objectives.
Qualifications:
- Minimum of eight years of experience in customer experience management with a focus on leadership and managerial responsibilities, preferably in a senior-level role.
- Proven track record of driving customer experience excellence and delivering outstanding results in call centre operations and start-up environments.
- Exceptional strategic thinking and problem-solving skills,
with the ability to navigate complex business challenges and drive innovative solutions.
- Strong leadership abilities, with a track record of inspiring and motivating teams to achieve high levels of performance and exceed goals.
- Excellent organizational and time management skills, with the ability to manage multiple priorities and deliver results within tight deadlines.
- In-depth knowledge of customer service principles and practices, along with a deep understanding of industry trends and best practices.
- Proficiency in data analysis and reporting, with the ability to derive actionable insights and make data-driven decisions.
- Outstanding communication and interpersonal skills, with the ability to build strong relationships and collaborate effectively across all levels of the organization.
- Demonstrated expertise in project management,
successfully leading and executing strategic initiatives.
- Strong business acumen, with a deep understanding of the business landscape and the ability to align customer experience strategies with broader business objectives.
Area:
This role is 100% on-site and is based in Paseo de la Reforma. (CDMX)
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