Alation - Senior Customer Experience Operations Manager

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Job Description : About the Role :

Alation seeks a highly motivated and detail-oriented Customer Experience (CX) Operations Manager to play a critical role in transforming and optimizing our customer support function.

Reporting directly to the Senior Manager of CX Operations, the successful candidate will collaborate with cross-functional teams to enhance CX processes, workflows, and tools.

This position involves developing internal onboarding strategies and managing day-to-day CX operational tasks to ensure support programs and operations are robust, efficient, and scalable, ultimately empowering our Technical Support Engineers (TSEs) to deliver exceptional customer experiences.

The ideal candidate is a proactive individual with a deep understanding of support processes and policies, a strong proficiency in Salesforce, and a demonstrated ability to manage and execute multiple projects concurrently.

What Youll Do :

Automation and Efficiency Enhancement :

• Identify, evaluate, and implement automation and data-driven solutions to streamline agent workflows, reduce manual effort, and improve resolution efficiency.
• Drive process automation initiatives, leveraging technologies such as AI-driven optimizations and workflow enhancements, to minimize repetitive tasks and maximize team productivity.
• Utilize and optimize technology to streamline CX-related workflows, including ticket routing, issue categorization, and agent response mechanisms.

Analytics and Performance Monitoring :

Project Management and Process Optimization :

Collaboration and Communication :

Onboarding and Enablement :

Day-to-Day Operations :

What You Need :

Preferred Qualifications :

A Big Plus If You Have :

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(ref : iimjobs.com)