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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading customer experience initiatives, data governance, and operational strategy execution. Proficient in analyzing metrics and implementing continuous improvement methodologies to enhance service quality and efficiency.
Highest-signal resume keywords
Customer Experience LeadershipData Governance ManagementRoot-Cause AnalysisContact Center Metrics KnowledgeExcel Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data AnalysisOperational StrategyContinuous ImprovementMetric DefinitionForecastingQuality MonitoringExecutive ReportingSurvey ExecutionMultichannel StrategyCRM Systems
Soft Skills
CommunicationAnalytical CapabilityInfluencing Without AuthorityAccountabilityTeam Development
Tools & Technologies
Power BIFive9Qlik SenseQualtricsMaestro
Industry Keywords
Customer ServiceAfter-Sales OperationsCX MetricsSLANPSLeanSix SigmaA3PDCAMatrix Environment
About the role
Key responsibilities & impact- Lead three workstreams as an integrated portfolio, defining priorities, capacity, contingencies, and allocation criteria
- Translate strategic commitments into operational targets, management routines, metrics, and verifiable action plans
- Ensure data governance, including metric definitions, sources, filters, frequency, owners, quality, and reconciliation
- Lead root-cause analyses and monitor the implementation and effectiveness of countermeasures
- Partner with Planning on forecasting, workforce sizing, productivity, mailing lists, buckets, customer journeys, schedules, channels, and daily prioritization
- Advance Services to achieve higher resolution rates, lower repeat contacts, stronger retention, and responsible use of sales opportunities and product mix
- Ensure the execution and quality of surveys, including sampling, productivity, conversion, effective contact, multichannel strategy, and NPS adherence
- Lead the VLOZ agenda, focusing on customer experience, partner SLAs, resolution, critical journeys, campaigns, sales force, balance, onboarding, and friction reduction
- Implement structured quality monitoring, calibration sessions, feedback, and development actions
- Maintain business continuity plans for unavailability of CRM, Five9, Qlik, Maestro, digital channels, databases, and critical partners
- Prepare executive reports including diagnosis, customer and business impact, required decision, owner, deadline, and expected benefit
- Develop supervisors and successors, increasing autonomy, analytical capability, communication, and accountability for results
- Ensure compliance, privacy, survey criteria, service quality, and adherence to applicable processes and policies
Requirements
What you’ll need- Bachelor’s degree in Business Administration, Engineering, Economics, Marketing, Information Systems, Statistics, or a related field
- Experience leading customer service, after-sales, customer experience, survey, quality, or multichannel operations
- Strong knowledge of contact center and CX metrics: SLA, average handle time (AHT), efficiency, productivity, FCR/resolution rate, backlog, repeat contacts, CSAT/NPS, CPC, and conversion
- Ability to analyze data and translate diagnoses into decisions and implementation plans
- Intermediate to advanced Excel proficiency required
- Power BI or an equivalent tool preferred
- Experience with CRM, telephony/contact center systems, digital channels, and dashboards
- Knowledge of Five9, Qlik Sense, Qualtrics, Maestro/routing systems, or SAP preferred but not required
- Experience with root-cause analysis and continuous improvement, preferably using A3, PDCA, 5 Whys, Pareto, Lean, or Six Sigma
- Demonstrated experience working in a matrix environment, influencing teams and partners without direct reporting authority
- Ability to structure executive presentations, business cases, and plans with owners, deadlines, benefits, and effectiveness verification
Benefits
Comp & perks- Medical plan or health insurance
- Dental plan
- Telemedicine
- Prescription drug assistance*
- Mental health support and 24-hour Pilar program
- TotalPass and wellness programs*
- Childcare or nanny assistance*
- School-supply assistance*
- VC and Your Baby Program*
- Baby layette allowance and extended parental leave*
- Year-end benefits*
- Food allowance, meal voucher, or access to the company cafeteria*
- Transportation allowance, company shuttle, or parking*
- Life insurance
- Private pension plan*
- Profit sharing or variable compensation*
- Birthday day off*
- Long-service recognition program