Customer Experience Operations Associate Project Manager

Axionova Engineering Limited; New York (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

Axionova Engineering Ltd. is seeking a Customer Experience Operations Associate Project Manager to bridge customer feedback, data analysis, and operational excellence.

In this role you will gather and analyze CX/EX data, design surveys, and report insights to leaders, while supporting cross-functional initiatives across our Advantage Center and engineering services. You will develop journey maps, monitor KPIs like NPS and CSAT, and help drive continuous improvement.

Qualifications

• High School Diploma or equivalent.
• Two years of experience in Project Management, QA, or leadership roles related to customer experience.
• Bachelor's degree in business, marketing, or related field is a plus.

Responsibilities

• Manage and optimize CX and EX feedback systems.
• Gather feedback from clients, stakeholders, and employees regarding experiences with Axionova's services.
• Organize, analyze, and visualize customer data to derive actionable insights.
• Support cross-functional and single-function projects related to CX and EX.
• Design, implement, and oversee surveys to gather feedback.
• Prepare and present CX and EX updates to business leaders and key stakeholders.
• Support Continuous Improvement (CI) projects that transform the client experience.
• Develop journey maps and analytical visuals conveying the customer perspective.
• Collect and analyze market data for benchmarking purposes.
• Enhance employee engagement by driving key initiatives.
• Improve and manage reporting on KPIs such as NPS, CES, CSAT, and Employee Engagement.

Skills

Project Management

Data Analysis

Customer Experience

Time Management

Adaptability

Problem Solving

Communication

Leadership

Teamwork

Education

High School Diploma

Bachelor's degree in business/marketing or related field

Tools

Tableau

Power BI

JIRA

Job description

Customer Experience Operations Associate Project Manager

Job Openings Customer Experience Operations Associate Project Manager

About the job Customer Experience Operations Associate Project Manager

About the Job

Thank you for your interest in Axionova Engineering Ltd. Recruiting the right talent is essential to achieving our goals. At Axionova, we are committed to creating industry-leading engineering solutions that enhance the communities we serve.

Axionova Engineering Ltd. offers equal consideration to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. We look forward to learning more about you!

Job Description

Customer Experience Operations Associate Project Manager

At Axionova, we deliver innovative engineering solutions designed to make a tangible impact. As a part of our team, you'll work at the intersection of customer service, data analysis, and operational efficiency. We believe in enabling meaningful change through solutions that combine cutting-edge technology with a deep understanding of our customers' needs.

The Impact Youll Make in This Role

As a Customer Experience Operations Associate Project Manager at Axionova, you will have the opportunity to collaborate with some of the brightest and most innovative people in the industry. In this role, you will:

• Manage and optimize systems to collect and analyze Customer Experience (CX) and Employee Experience (EX) feedback (e.g., NICE Customer Sentiment, Customer First, formal and informal surveys).
• Gather feedback from clients, stakeholders, and employees regarding their experiences with Axionova's Advantage Center and engineering services.
• Organize, analyze, and visualize customer data to derive actionable insights into the customer experience.
• Support both cross-functional and single-function projects related to CX and EX, collaborating to create solutions that enhance client satisfaction.
• Design, implement, and oversee surveys to gather formal and informal feedback.
• Prepare and present CX and EX updates to business leaders and key stakeholders.
• Support Continuous Improvement (CI) projects that positively transform the end-to-end experience for our clients.
• Develop journey maps and other analytical visuals that convey the customer perspective effectively.
• Collect and analyze market data for bench marking purposes.
• Enhance employee engagement by driving key initiatives and supporting employee experience activities.
• Improve and manage reporting on KPIs, such as Net Promoter Score (NPS), Customer Effort Score (CES), Customer Satisfaction (CSAT), and Employee Engagement metrics.

Your Skills and Expertise

To set you up for success in this role from day one, Axionova requires (at leasta minimum of the following qualifications:

• High School Diploma or equivalent
• Two (2) years of experience in Project Management, QA, or leadership roles related to customer experience, ideally within an Advantage Center or similar environment

Additional qualifications that could help you succeed even further in this role include:

• Bachelors degree in business, marketing, or a related field
• Strong prioritization and time management skills, with experience managing multiple tasks effectively
• Proven ability to achieve results and find solutions in complex situations
• Analytical skills with a strong ability to interpret and visualize data for actionable insights
• Self-motivation and discipline to operate with minimal supervision
• Adaptability to evolving team needs and changing priorities
• Resilience and problem‑solving skills in challenging environments
• Experience with data visualization and reporting tools such as Tableau and Power BI
• Familiarity with Lean Six Sigma (LSS) and Agile methodologies, including tools like JIRA

Work Location

Remote (United States)

Eligibility Requirements:

Must be legally authorized to work in the country of employment without sponsorship for an employment visa (e.g., H1B status).