Customer Experience Operations Manager

As a Customer Experience Operations Manager at ComeOn Group, you'll oversee the daily operations of the Customer Experience team, ensuring we meet and exceed departmental SLAs and KPIs. You'll analyze customer feedback, monitor team performance, and inspire a culture of excellence. You're also responsible for developing and coaching team members, coordinating updates between departments, and driving continuous performance improvement.

To qualify for the Customer Experience Operations Manager position at ComeOn Group, you should possess strong communication skills, both verbal and written, along with a keen analytical mindset. Experience in team leadership and motivation, fluency in English, and the ability to work both collaboratively and independently are essential. A history of enhancing customer satisfaction is highly valued, as is a proactive approach to seeking improvements.

At ComeOn Group, we prioritize employee well-being through a comprehensive benefits package. As a Customer Experience Operations Manager, you’ll enjoy a competitive remuneration package, company bonus schemes, and a wellbeing allowance. Our hybrid work model allows you to choose where you work, supporting a balanced lifestyle.

The work culture at ComeOn Group is vibrant and inviting, focusing on collaboration, creativity, and fun! As a Customer Experience Operations Manager, you'll be part of a dynamic team that values curiosity and innovation. We host regular team events and foster a spirit of inclusivity, making it an enjoyable place to work.

ComeOn Group offers numerous growth opportunities for a Customer Experience Operations Manager. You will be able to shape the Customer Experience team, drive initiatives for improvement, and develop future leaders within the department. By actively participating in strategic decision-making and performance analysis, you pave your path to career advancement.

To enhance customer satisfaction, I would analyze feedback and metrics to identify trends and areas for improvement. I would involve the team in brainstorming sessions to develop creative solutions and implement changes while monitoring their effectiveness to ensure continuous improvement.

In my previous role, I led a customer service team of 15 people. I focused on instilling a culture of excellence, providing regular coaching, and setting clear performance goals. This approach significantly improved our KPIs and fostered a sense of ownership and commitment among team members.

Key metrics I would track include customer satisfaction scores, response times, resolution rates, and team performance against SLAs. These metrics will provide insights into the team's effectiveness and highlight areas that need attention for continual service improvement.

I believe in addressing conflicts head-on through open dialogue. I encourage team members to express their concerns and actively listen to understand different perspectives. Together, we can find common ground and develop solutions that strengthen team cohesion.

To drive continuous improvement, I would implement regular performance reviews, solicit customer feedback actively, and analyze trends that emerge from data. Encouraging a culture of curiosity and openness to change will empower the team to suggest and implement improvements proactively.

Prioritization is about understanding the urgency and impact of each task. I would assess customer feedback, performance data, and team workload to prioritize tasks effectively, ensuring that we address pressing issues while working on longer-term improvement initiatives.

At my last job, I noticed delays in the complaint resolution process. I gathered feedback from the team and analyzed the existing workflow to identify bottlenecks. I then revamped the process, which reduced resolution times by 30% and significantly improved customer satisfaction.

Data is crucial in my decision-making as it provides objective insights into customer behaviors and team performance. By leveraging analytics, I can identify trends, measure the success of initiatives, and make informed decisions that drive improvement and innovation.

Keeping my team motivated involves regular check-ins, celebrating achievements, and fostering an environment where everyone feels valued and heard. Incorporating fun team-building activities and offering growth opportunities also contribute to high morale and engagement levels.

To ensure compliance with information security standards, I would work closely with the legal and compliance teams to understand the regulations thoroughly. I would also implement regular training for the Customer Experience team to ensure everyone is aware of the standards and maintain a culture of security synergy.