Client Experience Operations Manager focusing on operational excellence in customer experience for a high - growth startup. Leading systems optimization and supporting client satisfaction through efficient processes and support management.
About the role
- Service Manager ensuring the Global Operations Tool operates efficiently and meets business requirements. Key role in user support and collaboration with technical teams.
Responsibilities
- Represent Global Clients in Service Manager alignment calls with other divisions, including sign-offs in Go-No go and CAB meetings.
- Lead UAT testing for Global Clients including reporting bugs and join weekly cadence calls, both internal as with third part supplier.
- Coordinate initiatives to enhance the tool’s functionality, usability, and performance in close collaboration with BPO Operations and align with users, stakeholders and technical teams.
- Manage/develop tools & processes for account (configuration) guidelines to ensure an efficient and easy way of working with account harmonization.
- Develop and deliver training materials, guides, and updates to ensure security teams understand how to use the tool effectively.
- Work closely with global and regional teams, IT, and other departments to align the tool with Securitas’ strategic goals.
Requirements
- At least few years of relevant work experience.
- Proven ability to work independently while maintaining a structured and analytical approach to tasks.
- Strong communication and collaboration skills are essential.
- In-depth knowledge and hands-on experience with the Microsoft 365 suite, including PowerPoint, Excel, Access, SharePoint, Planner, and other related tools.
- Previous experience in project management, with a track record of successfully delivering projects on time and within scope.
- Background in service management roles, demonstrating an understanding of customer-focused service delivery.
- Ability to manage multiple priorities, projects, and stakeholders in a fast-paced environment.
- Flexibility to adapt to changing workflows and a proactive approach to identifying and implementing process improvements.
- Nice to have: Familiarity with statistical analysis tools, business intelligence (BI), artificial intelligence (AI), machine learning, or similar tools and models.
- Experience with reporting tools, particularly within the security industry, is a strong advantage.
Benefits
- The chance to shape high-value proposals for a global market and play a key role in winning new business for the company.
- A dynamic, collaborative work environment focused on continuous improvement and knowledge sharing.
- Opportunities for professional growth and development.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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