Method Recruiting
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http://www.methodrecruiting.com
http://www.methodrecruiting.com
USD
100000
YEAR
true
Operations Project Manager CX - Brand
Job Description
Our client, a fast growing fitness tech company is looking for someone that can manage project and operations for the CX team...
The Role
We are looking for a highly motivated, data-driven Operations Project Manager to join our Customer Experience (CX) team. In this role, you will play a pivotal part in shaping the future of our customer support by optimizing processes, leading strategic initiatives, and ensuring our CX team is ready for new product launches.
You will sit at the intersection of CX, Product, Engineering, and Operations, translating user feedback into actionable operational improvements. The ideal candidate thrives in a fast-paced environment, loves fixing broken workflows, and is passionate about creating seamless, high-quality user experiences.
Key Responsibilities
The Role
We are looking for a highly motivated, data-driven Operations Project Manager to join our Customer Experience (CX) team. In this role, you will play a pivotal part in shaping the future of our customer support by optimizing processes, leading strategic initiatives, and ensuring our CX team is ready for new product launches.
You will sit at the intersection of CX, Product, Engineering, and Operations, translating user feedback into actionable operational improvements. The ideal candidate thrives in a fast-paced environment, loves fixing broken workflows, and is passionate about creating seamless, high-quality user experiences.
Key Responsibilities
- CX Readiness & Launch Management: Evaluate product roadmaps, pinpoint CX readiness needs, and collaborate across teams to ensure support readiness for new features/products.
- Process Optimization & Transformation: Identify, map, and document existing support processes to identify inefficiencies, redundancies, and bottlenecks.
- Project Leadership: Lead end-to-end CX projects—from discovery through execution—driving initiatives that reduce repeat contact rates and improve customer satisfaction.
- Data-Driven Insights: Analyze customer feedback, ticket volume, and operational metrics to identify pain points and propose data-backed solutions.
- Tool & System Optimization: Own and manage core CX tools (e.g., Zendesk, CRM), including queue configuration, third-party integrations, and AI/automation agent optimization.
- Cross-Functional Collaboration: Partner with Product, Engineering, and Marketing to align customer service strategies with business goals and to ensure a smooth, user-friendly journey.
- Performance Monitoring: Set clear KPIs, build dashboards, and report on operational performance to leadership.
- Experience: 2-5 years of experience in operations, process improvement, or project management, preferably in a CX or customer support function.
- Industry: Experience in a consumer-facing app, tech company, or high-growth startup environment.
- Project Management Skills: Proven ability to lead complex, cross-functional projects from initiation to completion using Agile or Waterfall methodologies.
- Analytical Ability: Strong proficiency in data analysis tools (e.g., SQL, Excel, Tableau) to drive insights and operational performance.
- Tool Expertise: Experience with CRM/Help Desk platforms (e.g., Zendesk, Salesforce).
- Communication: Exceptional verbal and written communication skills, with the ability to influence stakeholders at all levels.
- Education: Bachelor’s degree in Business, Engineering, Operations, or related field.
- Experience with SQL (data analysis).
- Experience implementing AI or chatbot deflection strategies.
- PMP or similar project management certification.
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