As a CX Retirement Operations Gustie, you’ll ensure operational accuracy and compliance in Gusto's 401(k) processes. Collaborate internally to resolve discrepancies and streamline workflows.
About the role
- CX Operations Coordinator at BlueCat managing process improvements and onboarding in Customer Success operations. Collaborating with leadership and cross-functional teams for operational efficiency and team alignment.
Responsibilities
- Partner with CS leadership to map current workflows, identify friction points, and recommend improvements that increase efficiency, enablement, and clarity.
- Develop, document, and maintain standardized processes, playbooks, and operating procedures across CS roles.
- Support the rollout and adoption of new systems, tools, and process changes, ensuring teams understand the “why,” “how,” and expected outcomes.
- Monitor process effectiveness, gather feedback, and iterate to drive continuous improvement.
- Own and optimize the onboarding process for all CS roles, ensuring new hires understand tools, workflows, expectations, and success criteria.
- Coordinate learning pathways, role-specific ramp plans, and ongoing enablement in partnership with CS Leaders and L&D.
- Facilitate the development of training, updates, and communication to ensure teams stay aligned on evolving tools and processes.
- Maintain accurate onboarding materials, guides, and documentation that reflect current CS practices.
- Drive initiatives mapped with end-to-end Employee Journey and focus on the improvements of detected pain points.
- Support key CS-wide initiatives such as new tool launches, process redesigns, cross-team workflows, efficiency programs, and internal communications.
- Coordinate CX-related initiatives, events, and other engagement activities that impact CS.
- Assist with planning and facilitating CS offsites, all-hands, and collaboration sessions to improve alignment and team cohesion.
- Act as a process connector between CS and teams such as Sales, Marketing, Product, Support, and Operations.
- Ensure cross-functional workflows are clearly defined, documented, and consistently followed.
- Help ensure that CS feedback and operational insights inform broader company programs and process decisions.
Requirements
- 3+ years in Customer Success Operations, Enablement, CX, Program Management, or a similar operational role.
- Strong understanding of CS processes, team structures, and tool ecosystems.
- Excellent process-mapping and organizational skills; ability to bring clarity to undefined or evolving areas.
- Experience rolling out new tools, systems, or operational workflows.
- Strong communication skills with the ability to present process changes in a clear and actionable way.
- Prior experience enabling customer-facing teams and aligning cross-functional stakeholders.
Benefits
- A Professional Development Budget
- Dedicated Wellness Days and Wellness Week
- A Lifestyle Spending Account
- An Employee Recognition Program
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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