CX Operations Manager: Elevate Customer Journeys

Saia Sales; Johns Creek (GA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive compensation

Great benefits

Job summary

Saia is seeking a Customer Experience Program Manager to drive improvements across the service journey using Salesforce Service Cloud and related analytics. You will lead a team, partner with Operations, IT, Sales, and Quality to deliver consistent, efficient customer interactions.

The role emphasizes actionable insights from feedback, VOC data, and performance metrics, shaping onboarding and service enhancements across channels. Saia offers competitive compensation and great benefits.

Qualifications

• 5+ years in customer experience or operations, including supervising a team.
• Bachelor's degree in business administration, operations management, or related field.
• Experience in transportation or logistics.
• Experience with Salesforce Service Cloud in a decentralized environment, VOC tools, and analytics.

Responsibilities

• Oversees Salesforce Service Cloud implementation workflows and coordinates stakeholders.
• Coordinates enhancements to customer experience platforms to improve interactions.
• Leads improvement initiatives addressing service gaps and streamlining processes.
• Coordinates onboarding improvements to provide a consistent experience across channels.
• Translates feedback and data into actionable insights and measures results.
• Coordinates requirements and timelines with multiple departments.
• Manages assigned employees with coaching and development.

Skills

Team leadership

Customer-focused mindset

Education

Bachelor's degree in business administration, operations management, or related field

Tools

Salesforce Service Cloud

VOC survey tools

Analytics tools

Job description

Saia is seeking a Customer Experience Program Manager to drive improvements across the service journey using Salesforce Service Cloud and related analytics. You will lead a team, partner with Operations, IT, Sales, and Quality to deliver consistent, efficient customer interactions.

The role emphasizes actionable insights from feedback, VOC data, and performance metrics, shaping onboarding and service enhancements across channels. Saia offers competitive compensation and great benefits.