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CX Strategy & Operations Manager

April, 23

  • usaRemote Canada
  • usaFull-time
  • usaCustomer Experience
  • usaRemote
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Overview: - Seeking CX Strategy & Operations Manager with experience in Professional Services or Customer Success. - Role within Revenue Operations to scale and optimize Professional Services, Customer Success, Support, and Education functions. - Broad exposure across the CX team, guiding execution and driving value for Kong customers. Key Responsibilities: - Expertise in all CX KPIs, their calculation, trends, and implications. - Creation, maintenance, analysis, and presentation of reports, metrics, and dashboards. - Management of CX team inquiries and ad-hoc requests across data, reporting, and analytics. - Improvement of customer data points and ensuring data integrity. - Maintenance of the CX data dictionary and reporting suite. - Ownership of user adoption and documentation of CX analytics. - Proficiency in Google Sheets, Google Slides, SQL data warehouses, and Tableau. - Adaptability to changing environments and priorities. Requirements/Skills/Qualifications: - Reliability and attention to detail in calculations for strategic decisions. - Passion for data analysis and finding root causes of KPI trends. - Proven track record of using analytics to drive business strategy and performance. - Excellent communication skills and ability to collaborate effectively. - Autonomy with Tableau reporting and basic SQL skills. - Over 5 years of relevant business experience. - Competitive and consistent compensation based on location, role, and experience. Compensation & Benefits: - Typical base pay range in Canada: $117,000 - 127,000 CAD. - Competitive and consistent pay across different geographic markets. - Additional rewards, including sales incentives, depending on role and applicable plan. - Benefits may vary by location. - Kong is an equal opportunity employer.
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