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Customer Process Manager (Poland/remote)

Remote:

Full Remote

Contract:

Full time

Experience:

Entry-level / graduate

Work from:

Poland

Offer summary

Qualifications:

Understanding of customer service operations, Interest in process and project management, Ability to collaborate with teams, Proactive problem-solving approach, Prior project leadership experience valuable.

Key responsabilities:

Optimize customer support processes and enhance operations.
Oversee projects aligning with business objectives.
Collaborate with product teams to address customer issues.
Create and maintain clear process documentation.
Analyze performance data for continuous improvement.

ZEN.COM Financial Services SME https://www.zen.com/

51 - 200 Employees

See more ZEN.COM offers

Job description

We are seeking a Customer Process Manager to drive operational excellence and elevate the customer experience across our organization. This role is crucial in not only optimizing customer support processes but also proactively collaborating with product teams to address root causes of customer issues. The ideal candidate is a proactive, detail-oriented professional capable of spearheading initiatives that streamline operations, enhance customer satisfaction, and implement product and operational changes based on customer insights.

Key Responsibilities

Operational and Project Efficiency: Lead the optimization of customer support processes, identify bottlenecks, and implement enhancements to ensure smoother operations. Oversee projects from inception to completion, aligning them with business objectives, and managing them within timelines and budgets.
Root Cause Analysis and Product Collaboration: Work closely with product teams to identify and eliminate the root causes of recurring customer issues. Drive updates and improvements in our app and other products, ensuring that customer feedback and insights are integrated into product development and operational strategies.
Process Documentation and Standardization: Create and maintain clear, consistent process documentation to ensure clarity and adherence among support agents. Collaborate with knowledge management teams to integrate these processes into our resources.
Metrics and Analysis: Align process metrics with quality standards, analyze performance data to identify trends and areas for improvement, and implement automation solutions to enhance customer interactions.
Stakeholder Collaboration and Communication: Act as a pivotal liaison across teams, enhancing cross-functional collaboration, especially between customer support and product teams, ensuring that process and product changes align with company-wide goals. Manage stakeholder communications and lead change efforts to adapt to evolving business needs.
Continuous Improvement and Self-Managed Risk Assessment: Promote a culture of continuous improvement using agile methodologies. Independently identify and mitigate potential risks to customer processes, ensuring adherence to best practices and regulatory standards without a dedicated risk management department.
Customer Journey Enhancement: Focus on strategic improvements to customer journey touchpoints, collaborating with the CX Manager and product teams to align these enhancements with broader customer experience strategies.

Qualifications

Strong understanding of our customer service operations (processes and procedures).
A keen interest in learning process management, project management, and risk mitigation techniques.
Excellent communication skills, with the ability to collaborate effectively across different teams, particularly with product development.
A proactive approach to problem-solving and a willingness to take on new challenges.
No prior experience in project management is required; a willingness to learn and grow in this area is essential.
Prior experience in project leadership or participation will be considered a valuable asset.

What We Offer

An opportunity to advance your career within our company, moving from a support agent to a managerial role focused on process optimization and product collaboration.
A chance to make a significant impact on customer satisfaction, product improvement, and operational efficiency through your contributions.
A supportive, collaborative work environment that values your development and success.