Senior Program Lead – Operational Excellence

Jobtailor; Deutschland; Remote; EUR 85.000 - 125.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a senior CX Operations leader to own strategic initiatives across global CX workflows. You will translate business problems into structured plans and drive execution from discovery through rollout, balancing time, scope, and cost.

The role requires designing end-to-end CX workflows, SOPs, and routing logic across multiple teams and geographies, with a strong data-driven mindset and experience with AI-enabled automation. Candidates must be located in the USA.

Qualifikationen

• 7+ years in customer support operations, process excellence, or program management.
• Experience designing end-to-end CX workflows in multi-product, multi-geo environments.
• Experience designing workflows, SOPs, and routing logic across multiple teams, geographies, or vendor partners in high-volume operations.
• Demonstrated ability to lead cross-functional programs involving 4+ stakeholder teams, including Operations, Product, Engineering, Analytics, and WFM.
• Strong data and experimentation mindset.
• Hands-on experience using analytics to size problems, prioritize opportunities, and validate workflow-change impact on CSAT, recontact rate, and handle time.
• Track record producing structured decision docs, workflow specs, and executive recommendations.
• Responsible use of generative AI with human oversight.
• Must be located in the USA

Aufgaben

• Own program strategy for CX operations from discovery through global rollout.
• Design and optimize CX workflows, routing logic, and resolution processes.
• Standardize experiences across sites and vendors and ensure the right work reaches the right Specialist.
• Partner with Product, Tooling, WFM, Analytics, and Operations on queue design and automation/AI use cases.
• Build and maintain CX standards and governance, including SOPs, playbooks, dashboards, and process excellence frameworks.
• Drive large-scale change management through communications, enablement plans, and feedback loops.
• Use operational metrics, quality outcomes, CSAT/effort scores, and capacity data to identify opportunities and validate results.

Kenntnisse

Customer Support Operations

CX Workflow Design

Cross-Functional Program Management

Data Analytics

Change Management

End-to-End Workflow Design

SOP Development

Routing Logic

Operational Metrics Analysis

Process Excellence Frameworks

Structured Decision Documentation

Generative AI Oversight

Tools

Analytics Tools

Dashboards

Automation

Jobbeschreibung

• Own program strategy for broadly scoped CX operations initiatives, translating business problems into structured plans and driving execution from discovery through global rollout
• Manage trade-offs between time, scope, and cost
• Design and optimize end-to-end CX workflows, contact entry points, routing logic, Specialist handling, and resolution processes
• Standardize experiences across sites and vendors and ensure the right work reaches the right Specialist
• Partner with Product, Tooling, WFM, Analytics, and Operations on queue design, case allocation rules, channel strategy, and automation/AI use cases
• Build and maintain CX standards and governance, including SOPs, playbooks, dashboards, and process excellence frameworks
• Drive large-scale change management through communications, enablement plans, and feedback loops
• Use operational metrics, quality outcomes, CSAT/effort scores, and capacity data to identify opportunities, size problems, set targets, and validate results

Requirements

• 7+ years in customer support operations, process excellence, or program management
• Track record designing and scaling CX workflows in multi-product, multi-geo environments
• Experience designing end-to-end workflows, SOPs, and routing logic across multiple teams, geographies, or vendor partners in high-volume operations
• Demonstrated ability to lead cross-functional programs involving 4+ stakeholder teams, including Operations, Product, Engineering, Analytics, and WFM
• Strong data and experimentation mindset
• Hands-on experience using analytics to size problems, prioritize opportunities, and validate workflow-change impact on CSAT, recontact rate, and handle time
• Track record producing structured decision docs, workflow specs, and executive recommendations
• Responsible use of generative AI with human oversight
• Must be located in the USA

Core Competencies

Demonstrates expertise in customer support operations and process excellence, with a strong focus on designing and optimizing end-to-end CX workflows and managing cross-functional programs. Proficient in using data analytics to drive decision-making and improve customer satisfaction metrics.

Highest-signal resume keywords

• Customer Support Operations
• CX Workflow Design
• Cross-Functional Program Management
• Data Analytics
• Change Management

Hard Skills

• End-to-End Workflow Design
• SOP Development
• Routing Logic
• Operational Metrics Analysis
• Process Excellence Frameworks
• Structured Decision DocumentationGenerative AI Oversight

Soft Skills

• Communication
• Collaboration
• Problem-Solving

Industry Keywords

• Customer Experience
• Multi-Product Environments
• High-Volume Operations
• Stakeholder Management
• CSAT

Tools & Technologies

• Analytics Tools
• Dashboards
• Automation