- Own program strategy for broadly scoped CX operations initiatives, translating business problems into structured plans and driving execution from discovery through global rollout
- Manage trade-offs between time, scope, and cost
- Design and optimize end-to-end CX workflows, contact entry points, routing logic, Specialist handling, and resolution processes
- Standardize experiences across sites and vendors and ensure the right work reaches the right Specialist
- Partner with Product, Tooling, WFM, Analytics, and Operations on queue design, case allocation rules, channel strategy, and automation/AI use cases
- Build and maintain CX standards and governance, including SOPs, playbooks, dashboards, and process excellence frameworks
- Drive large-scale change management through communications, enablement plans, and feedback loops
- Use operational metrics, quality outcomes, CSAT/effort scores, and capacity data to identify opportunities, size problems, set targets, and validate results
Requirements
- 7+ years in customer support operations, process excellence, or program management
- Track record designing and scaling CX workflows in multi-product, multi-geo environments
- Experience designing end-to-end workflows, SOPs, and routing logic across multiple teams, geographies, or vendor partners in high-volume operations
- Demonstrated ability to lead cross-functional programs involving 4+ stakeholder teams, including Operations, Product, Engineering, Analytics, and WFM
- Strong data and experimentation mindset
- Hands-on experience using analytics to size problems, prioritize opportunities, and validate workflow-change impact on CSAT, recontact rate, and handle time
- Track record producing structured decision docs, workflow specs, and executive recommendations
- Responsible use of generative AI with human oversight
- Must be located in the USA
Core Competencies
Demonstrates expertise in customer support operations and process excellence, with a strong focus on designing and optimizing end-to-end CX workflows and managing cross-functional programs. Proficient in using data analytics to drive decision-making and improve customer satisfaction metrics.
Highest-signal resume keywords
- Customer Support Operations
- CX Workflow Design
- Cross-Functional Program Management
- Data Analytics
- Change Management
Hard Skills
- End-to-End Workflow Design
- SOP Development
- Routing Logic
- Operational Metrics Analysis
- Process Excellence Frameworks
- Structured Decision DocumentationGenerative AI Oversight
Soft Skills
- Communication
- Collaboration
- Problem-Solving
Industry Keywords
- Customer Experience
- Multi-Product Environments
- High-Volume Operations
- Stakeholder Management
- CSAT
Tools & Technologies
- Analytics Tools
- Dashboards
- Automation
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Senior Program Lead – Operational Excellence Arbeitgeber: Jobtailor
Als Front Office Supervisor in unserem dynamischen Team bieten wir Ihnen die Möglichkeit, in einem unterstützenden und freundlichen Arbeitsumfeld zu wachsen. Wir legen großen Wert auf die berufliche Entwicklung unserer Mitarbeiter und bieten regelmäßige Schulungen sowie die Chance, Verantwortung zu übernehmen. Unsere Lage ermöglicht es Ihnen, Teil einer lebendigen Gemeinschaft zu sein, während Sie gleichzeitig die Standards unseres Franchise-Partners einhalten und unseren Gästen einen unvergesslichen Aufenthalt bieten.
