Customer Experience Operations Associate Project Manager

Axionova Engineering Limited; New York (NY); Remote; USD 50,000 - 90,000; Full time

Job summary

An innovative firm is seeking a Customer Experience Operations Associate Project Manager to enhance client satisfaction through data analysis and operational efficiency. In this remote role, you'll collaborate with talented professionals to manage customer feedback systems, analyze data for actionable insights, and support continuous improvement initiatives. Your expertise in project management and analytical skills will play a crucial role in transforming the customer experience. This position offers a unique opportunity to make a tangible impact in a dynamic environment, driving meaningful change and fostering employee engagement.

Qualifications

• 2+ years of experience in Project Management or leadership roles related to customer experience.
• Strong analytical skills to interpret and visualize data effectively.

Responsibilities

• Manage systems to collect and analyze customer and employee feedback.
• Support Continuous Improvement projects to enhance client satisfaction.

Skills

Project Management

Data Analysis

Customer Experience

Time Management

Analytical Skills

Problem Solving

Adaptability

Education

High School Diploma or equivalent

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

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 You'll 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:

1. 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).
2. Gather feedback from clients, stakeholders, and employees regarding their experiences with Axionova's Advantage Center and engineering services.
3. Organize, analyze, and visualize customer data to derive actionable insights into the customer experience.
4. Support both cross-functional and single-function projects related to CX and EX, collaborating to create solutions that enhance client satisfaction.
5. Design, implement, and oversee surveys to gather formal and informal feedback.
6. Prepare and present CX and EX updates to business leaders and key stakeholders.
7. Support Continuous Improvement (CI) projects that positively transform the end-to-end experience for our clients.
8. Develop journey maps and other analytical visuals that convey the customer perspective effectively.
9. Collect and analyze market data for benchmarking purposes.
10. Enhance employee engagement by driving key initiatives and supporting employee experience activities.
11. 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 least a minimum of the following qualifications):

1. High School Diploma or equivalent
2. Two (2) years of experience in Project Management, QA, or leadership roles related to customer experience, ideally within an Advantage Center or similar environment
3. Additional qualifications that could help you succeed even further in this role include:
4. Bachelor's degree in business, marketing, or a related field
5. Strong prioritization and time management skills, with experience managing multiple tasks effectively
6. Proven ability to achieve results and find solutions in complex situations
7. Analytical skills with a strong ability to interpret and visualize data for actionable insights
8. Self-motivation and discipline to operate with minimal supervision
9. Adaptability to evolving team needs and changing priorities
10. Resilience and problem-solving skills in challenging environments
11. Experience with data visualization and reporting tools such as Tableau and Power BI
12. 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).