Customer Experience Operations Manager
Sift60,000 - 80,000 USD/year
- Full Time
- Mid-level (3 to 4 years), Junior (1 to 2 years)
Not SpecifiedCompensation
Entry Level & New GradExperience Level
Full TimeJob Type
UnknownVisa
Customer Experience, Professional Services, Revenue OperationsIndustries
Requirements
Candidates should possess a Bachelor's degree in a relevant field, and ideally have over five years of experience in Professional Services or Customer Success operations within enterprise software, demonstrating a strong understanding of CX KPIs, data analysis, and reporting. They should be proficient in using tools such as Google Sheets, Google Slides, SQL data warehouses (Snowflake and Bigquery), and Tableau, with basic Salesforce reporting skills, and exhibit a passion for calculating and presenting data with a focus on reliability and root cause analysis.
Responsibilities
As the CX Strategy & Operations Manager, the individual will be responsible for serving as the expert on all CX KPIs, creating and maintaining reports, metrics, and dashboards, analysing and forecasting Professional Services KPIs, managing CX team inquiries, improving customer data points, maintaining the CX data dictionary and reporting suite, owning the user adoption and documentation of CX analytics, and working across various tools including Google Sheets, Google Slides, SQL data warehouses, and Tableau. They will also contribute to strategic and tactical CX initiatives, support key CX cadences, and undertake additional tasks as required by their manager.
Skills
Data Analysis
Reporting
Dashboard Creation
KPI Modeling
SQL
Tableau
Google Sheets
Google Slides
Salesforce
Kong
API management and connectivity solutions provider
About Kong
Kong focuses on API management and connectivity, providing tools that help businesses manage, secure, and optimize their APIs for software communication. Its main product, Kong Gateway, is a fast API gateway that can handle up to 50,000 transactions per second, while Kong Konnect offers a SaaS platform for API management and Kong Mesh manages microservices. Kong stands out by combining open-source technology with enterprise solutions, allowing free access to core features and offering premium services for businesses. The company's goal is to enhance developer productivity, security, and performance for a diverse range of clients in a rapidly growing market.
Key Metrics
San Francisco, CaliforniaHeadquarters
2017Year Founded
$334.7MTotal Funding
SERIES_ECompany Stage
Data & Analytics, Enterprise SoftwareIndustries
501-1,000Employees