Operation Solutions Manager – Customer Experience (CX)

Conectys; France; Sur place; EUR 50 000 - 70 000; Plein temps

Résumé du poste

A global outsourcing company in Auvergne-Rhône-Alpes is seeking an experienced Operations Solutions Manager to design and optimize customer support solutions. The ideal candidate will have over 5 years of relevant experience and a strong understanding of omnichannel customer service technologies. The role includes leading solution design processes for new proposals and driving process improvements for enhanced customer experiences. Competitive salary and benefits are offered.

Prestations

Competitive salary package

Meal vouchers

Private medical insurance

Wellness activities

Qualifications

• 5+ years in BPO, CX solution design, process improvement, or related fields.
• Strong understanding of automation technologies like AI and chatbots.
• Proven track record in customer journey transformation.

Responsabilités

• Design end-to-end CX solutions for clients.
• Optimize customer journeys for efficiency and satisfaction.
• Drive process improvements and recommend automation strategies.

Connaissances

5+ years experience in BPO

Understanding of omnichannel customer service

Experience in solution design for RFPs

Process optimization skills

Cross-functional teamwork

Outils

CRM systems (Salesforce, Zendesk)

CX analytics tools

Automation platforms

Description du poste

Operation Solutions Manager – Customer Experience (CX)

The Operations Solution Manager – Customer Experience (CX) will play a key role in designing and optimizing end-to-end customer support solutions for new and existing clients. This role involves working closely with Vertical Leaders, Sales, Operations, and Technology teams to develop scalable, efficient, and customer-centric solutions that drive business value.

Within your role, you will:

RFP & Solution Design:

• Lead the solution design process for new RFPs and proposals, ensuring alignment with business objectives and client needs.
• Develop end-to-end CX solutions, integrating omnichannel support, AI/automation, and workforce strategies.
• Work closely with sales and presales teams to present compelling value propositions.

Customer Journey Design & Optimization:

• Map, analyze, and optimize customer journeys to enhance efficiency, customer satisfaction, and operational effectiveness.
• Identify gaps and recommend process improvements leveraging best practices and emerging technologies.
• Collaborate with stakeholders to implement seamless customer experiences across digital and human touchpoints.

Process Improvement & Transformation:

• Continuously review existing workflows, identify inefficiencies, and drive process improvements.
• Recommend automation, AI, and analytics-driven strategies to enhance operational performance.
• Monitor industry trends and emerging technologies to future-proof CX solutions.

What will make you successful for the role:

• 5+ years of experience in BPO, CX solution design, process improvement, or related fields.
• Strong understanding of omnichannel customer service, automation (chatbots, AI, RPA), and contact center technologies.
• Experience in designing and presenting solutions for RFPs and client proposals.
• Proven track record of process optimization and customer journey transformation.
• Ability to work cross-functionally and communicate effectively with stakeholders at all levels.
• Data-driven mindset with a strong analytical approach to problem-solving.
• Familiarity with tools like CRM systems (Salesforce, Zendesk), CX analytics, and automation platforms is a plus.

Sounds good? Find out what you can get:

• Competitive salary package & meal vouchers
• The opportunity to work in a multi-cultural environment
• Private medical insurance
• Wellness activities for your wellbeing

We take pride in our approach to diversity, as we believe it adds value to every organization and enriches each of our lives. We are committed to the fair treatment of our staff, regardless of race, gender, religion, sexual orientation, responsibility for dependents, age, physical/mental disability or background.