Manager of CX Operational Excellence

Intradiem's intelligent automation solution for customer service teams is reinventing customer service for everyone.Who We AreIntradiem is a technology company on a mission to reinvent customer service through automation.What We DoWe develop innovative, AI-powered Intelligent Automation solutions for contact center and back-office teams. Our solutions currently support hundreds of thousands of customer service agents for brand-name organizations, powering hundreds of millions of automated actions saving customers tens of millions each year.How We WorkWe take a "problem-out" approach, asking customers to help us understand their business problems, exploring potential solutions together, incorporating their feedback, and releasing solutions that solve those problems.Our CultureWe take a "people-first" approach, treating employees, customers and each other with the dignity and respect we all deserve. Intradiem employees enjoy a family-first culture, transparent leadership, and unfettered growth opportunities.Our ValuesWe believe in service, encouraging our employees to contribute time and energy to causes that help improve the people and communities in which they live and work. We are guided by three core values:• Servant's Heart—caring enough about other people to understand what their problems are and placing the needs of colleagues, customers, and others over personal objectives.• Craftsman's Attitude—taking pride in the work we do and creating solutions that really solve the problem at hand (and trying again if the first attempt doesn't do the trick).• Revolutionary Spirit—leaving the world a better place than it was when we found it, and doing things we would be proud to brag about to our grandchildren.Your Role:• Lead the organization's efforts in driving operational excellence and strategic project delivery, ensuring alignment with customer-centric goals and overall business objectives. This role combines visionary leadership in executing strategic projects with a strong focus on optimizing day-to-day operations.• Supervise the Strategic Project Manager, providing clear direction and support to ensure the successful planning, execution, and delivery of high-impact CX initiatives.• Oversee a portfolio of strategic projects, balancing resource allocation, timelines, and outcomes to align with organizational priorities and customer expectations.• Establish and maintain a framework for strategic project governance, ensuring clear ownership, defined success criteria, and alignment with the company's CX strategy.• Serve as a strategic partner to cross-functional teams, driving collaboration and accountability for achieving project goals while fostering operational improvements across teams.• Lead efforts to streamline processes and workflows, ensuring operational excellence in delivering consistent and efficient customer experiences.• Monitor key performance indicators (KPIs) for both strategic projects and operational initiatives, using data-driven insights to report progress, measure success, and inform leadership decisions.• Partner with the Voice of Customer (VoC) program to incorporate customer feedback and insights into both strategic projects and operational processes, ensuring alignment with customer needs.• Optimize existing CX tools and systems to enhance both strategic project execution and day-to-day operations, ensuring they deliver maximum value.• Champion change management efforts to align employees with new processes and tools, equipping them to deliver on the outcomes of strategic and operational initiatives.• Partner with Learning Services to develop training programs that build employee capabilities, ensuring they can meet both strategic and operational excellence objectives.• Ensure adherence to organizational policies and procedures in all business activities.• All other duties as assigned.Your Background:• Bachelor's degree in Business, Operations Management, Customer Experience, or a related field (or equivalent work experience).• 5+ years of experience in CX management, operational excellence, or transformation roles, with at least 2 years in a supervisory or managerial capacity.• Certifications in Six Sigma, Lean Management, or project management methodologies (e.g., PMP, Agile) are preferred.• Proficiency in project management tools and methodologies.• Proficiency in CX technologies and CRM systems (e.g., Salesforce, ChurnZero), with experience optimizing tools for strategic and operational outcomes.• Proven ability to manage complex, cross-functional projects while maintaining a focus on operational excellence.• Strong leadership and organizational skills to balance oversight of strategic initiatives with ongoing operational responsibilities.• Exceptional verbal and written communication skills, with a focus on engaging stakeholders and leadership effectively.• Demonstrated success in leveraging customer feedback and data to drive both strategic and operational improvements.• Familiarity with AI-powered solutions and emerging technologies is a plus.• A passion for customer-centric approaches and operational excellence.Work Authorization and Equal Employment OpportunityCandidates for positions with Intradiem must be legally authorized to work in the United States. Verification of identity and employment eligibility will be required during onboarding. Visa sponsorship is available for this position.Intradiem is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.Work Authorization:Candidates for positions with Intradiem must be legally authorized to work in the United States. Verification of identity and employment eligibility will be required during onboarding.Intradiem is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.