Customer Experience Operations Manager

📋 Description

• • Lead end-to-end coordination, administration, and strategic assignment of partner licenses to support enablement and delivery objectives across Professional Services, Education Services, and Partner Enablement functions.
• • Manage and prioritize inbound operational requests, ensuring timely resolution and adherence to service expectations while maintaining ownership of operational request queues.
• • Monitor workload distribution across teams, escalate risks proactively, and ensure alignment with service delivery standards.
• • Partner closely with Education Services and other Customer Experience teams to mitigate operational risks and streamline administrative processes.
• • Conduct audits of partner program participation, attainment, and readiness, providing actionable recommendations to improve engagement and program effectiveness.
• • Identify opportunities to streamline workflows, enhance documentation standards, and improve operational efficiencies across Customer Experience programs.
• • Drive continuous improvement initiatives focused on queue management, fulfillment processes, and service delivery operations.
• • Develop and maintain operational best practices that ensure consistency, scalability, and quality across global teams.
• • Monitor key operational metrics and performance indicators to identify trends and recommend data-informed process enhancements.
• • Collaborate with Customer Experience, Sales, Support, Education Services, and Operations teams to ensure alignment throughout the customer lifecycle.
• • Support resource scalability, partner engagement, and long-term operational planning initiatives.
• • Serve as a trusted operational partner by providing visibility into workloads, risks, and process dependencies to internal stakeholders.
• • Contribute to strategic projects and programs aimed at improving customer experience and organizational effectiveness.
• • Work independently while contributing effectively within a global, cross-functional team environment.
• • Maintain strong attention to detail and manage multiple priorities in a fast-paced, dynamic environment.
• • Communicate clearly and collaboratively with stakeholders through written and verbal channels, maintaining a customer-focused approach.
• • Ensure compliance with U.S. export control regulations for software and technology access.