Process Excellence Manager
1 tydzień temu
Drive Operational Excellence
ZEN is seeking a Customer Process Manager to lead the optimization of customer support processes, ensuring smooth operations and elevated customer experience across our organization. This role is crucial in proactively collaborating with product teams to address root causes of customer issues.
Key Responsibilities
- Process Optimization: Lead the optimization of customer support processes, identifying bottlenecks, and implementing enhancements to ensure smoother operations.
- Root Cause Analysis: Work closely with product teams to identify and eliminate the root causes of recurring customer issues.
- Process Documentation: Create and maintain clear, consistent process documentation to ensure clarity and adherence among support agents.
- Metrics and Analysis: Align process metrics with quality standards, analyze performance data to identify trends and areas for improvement.
- Stakeholder Collaboration: Act as a pivotal liaison across teams, enhancing cross-functional collaboration, especially between customer support and product teams.
Qualifications
- Strong understanding of customer service operations (processes and procedures).
- Excellent communication skills, with the ability to collaborate effectively across different teams.
- A proactive approach to problem-solving and a willingness to take on new challenges.
What We Offer
- A supportive, collaborative work environment that values your development and success.
- A chance to make a significant impact on customer satisfaction, product improvement, and operational efficiency through your contributions.
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