CX Strategy & Operations Manager

B Capital; Cheyenne (WY); On-site; USD 70,000 - 100,000; Full time

Job summary

Stord, the Consumer Experience Company, is seeking a Customer Experience Manager I to act as the primary liaison between customers and internal teams. You will focus on understanding client service needs, ensuring smooth execution of service solutions, and optimizing the customer experience.

You will collaborate with operations, IT, and finance to drive operational efficiency, support business transformation, and maintain financial accuracy while identifying growth opportunities and building

Qualifications

• 4+ years of proven experience in customer experience, account management, or a related field.
• Ability to manage multiple priorities and complex service solutions in a fast-paced environment.
• Excellent communication and relationship-building skills with internal and external stakeholders.
• Analytical mindset with attention to detail and problem-solving capabilities.
• Experience with financial processes, including auditing invoices and managing accounts receivable.

Responsibilities

• Act as the main point of contact between customers and internal teams to address service needs and ensure business alignment.
• Identify and communicate client service requirements to cross-functional teams, ensuring effective execution and adherence to SLAs.
• Oversee the management and implementation of complex service solutions to ensure seamless customer program execution.
• Partner with account leadership on business transformation efforts to enhance service processes, operational efficiency, and financial performance.
• Lead and coordinate customer business reviews, offering strategic insights and recommendations for service improvement.
• Audit customer invoices, track outstanding accounts receivable (A/R), and facilitate timely issue resolution for financial accuracy.
• Maintain comprehensive documentation, including meeting notes and action items, to drive account performance and issue resolution.
• Collaborate with management to identify and convert growth opportunities into tangible results.

Skills

Customer experience

Account management

Communication

Analytical mindset

Tools

CRM tools

Job description

Stord, the Consumer Experience Company, is seeking a Customer Experience Manager I to act as the primary liaison between customers and internal teams. You will focus on understanding client service needs, ensuring smooth execution of service solutions, and optimizing the customer experience.

You will collaborate with operations, IT, and finance to drive operational efficiency, support business transformation, and maintain financial accuracy while identifying growth opportunities and building