Specialist, Customer Experience Operations
Skills
- Experience with incident management and cross-functional coordination.
- Proficiency using Jira, Zendesk, or similar ticketing and reporting tools.
- Strong operational mindset with scalability process building.
- Ability to translate complex technical issues into clear summaries for diverse stakeholders.
- Familiarity with regulatory and compliance complaints handling.
- Highly organized with multitasking and prioritization skills.
- Interest and curiosity in AI tools for data analysis and workflow optimization.
Responsibilities
- Own and improve the CX incident and bug management process, ensuring timely detection, prioritization, escalation, and resolution.
- Lead incident response efforts across CX, Product, Engineering, Risk, and Legal teams.
- Develop and maintain issue taxonomy and reporting frameworks to monitor incident volumes and resolution timelines.
- Collaborate with Complaints Manager to handle regulatory complaints with timely investigation and cross-team responses.
- Create and update internal documentation and communications related to incidents, bugs, and complaints.
- Analyze incident and complaint data to find trends and recommend corrective actions.
- Manage weekend and holiday on-call support and escalation protocols for incident management.
- Drive continuous improvement initiatives within CX Operations focusing on tooling and feedback loops.
Education
- Bachelor’s degree or equivalent experience in business operations, systems, customer experience, or related field.
Benefits
- Flexible working culture.
- Incentive programs.
- 20 days PTO annually.
- Generous paid parental leave.
- Leading family support policies.
- 100% employer covered insurance.
- Learning and wellness subscription stipend.
- Company-sponsored 401k match.
Average salary estimate
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