Role Overview
Lead the end-to-end implementation and optimization of high-impact customer experience initiatives, identifying root causes and preventing recurring customer friction.
What You Will Do
Project-manage core quality programs, design and execute structured roadmaps to address top customer contact and DSAT drivers, and maintain and triage the operational backlog of bugs and UX improvements.
Why It Might Be a Fit
This role is for a data-driven operations specialist who thrives on solving systemic friction, building scalable workflows, and directly moving CX metrics.
Requirements
- 5+ years in Customer Operations, Quality Management or CX Project Management, preferably in high-volume environments (Fintech, iGaming, E-commerce or Tech)
- Proven track record of managing cross-functional initiatives across Product, Tech, and Customer Operations using methodologies like Agile or Lean.
- Strong proficiency in customer support analytics, queue management metrics (AHT, FCR, ART, Shrinkage), and identifying trends within unstructured customer feedback (verbatims/DSAT surveys).
- Comfort with API-driven integrations, IVR routing logic, automated helpdesk workflows and social media management tools.
- Exceptional written and verbal communication skills; ability to distill complex technical outages into simple, empathetic customer-facing copy and clear executive updates.
Benefits
- Dental insurance
- Vision insurance
- Health insurance
- Paid time off
- Retirement plan
- Learning budget
- Parental leave
- Wellness programs
- Visa sponsorship available
- Relocation assistance
To apply for this job please visit job-boards.eu.greenhouse.io.
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