Customer Experience Optimization Specialist

Há 3 dias

São Paulo, São Paulo, Brasil beBeeOperations Tempo inteiro R$120.000 - R$150.000
CX Operations Excellence Lead

This role is pivotal in enhancing customer service processes, ensuring seamless experiences for users.

Key Responsibilities:
  • Enhance efficiency and user experience by analyzing and improving customer service processes.
  • Identify opportunities for automation and system improvements to streamline CX operations.
  • Collaborate closely with product/engineering and frontline service delivery teams to strike the right balance between technology and human touch.
  • Create and maintain Standard Operating Procedures (SOPs) and best practices documentation.
Cross-Functional Collaboration:
  • Act as a liaison among teams, ensuring alignment on priorities and goals.
  • Translate experience strategy and policy concepts into actionable insights for operational teams.
  • Support the testing and rollout of new processes, systems, and automation tools.
Data-Driven Decision Making:
  • Use quantitative and qualitative data to identify bottlenecks and areas for improvement.
  • Track key performance indicators (KPIs) to measure the impact of process changes.
  • Provide recommendations based on insights from customer feedback and operational performance.
User-Centric Approach & Continuous Improvement:
  • Stay connected with frontline user experience to identify pain points and opportunities for enhancement.
  • Test and iterate new solutions, ensuring they align with business objectives and customer needs.
  • Mentor and support team members in adopting best practices and new methodologies.
Requirements:
  • Bachelor's degree in Business, Engineering, Computer Science, Process Automation, or related fields.
  • 2-3 years of working experience in CX operations, process improvement, or product operations.
  • Strong problem-solving skills with a logical and structured approach.
  • Excellent communication and stakeholder management skills, with the ability to work across teams and cultures.
  • Data-driven mindset, with experience in analyzing operational performance.
  • Ability to adapt quickly in a fast-paced, dynamic environment.
  • Intermediate to advanced English (additional languages such as Mandarin are a plus).
  • Advanced knowledge of Excel or other data analysis and management tools.

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