CX Operations Manager

at  Relay Financial

Our mission is to increase the success rate of small businesses. Traditional banking has been a growth limiter rather than a growth enabler for business owners, and we’re changing that. Relay is the all-in-one, collaborative money management platform. We’re building for employer SMBs and their finance function, internal and external, and are focused on delivering a human-centric customer experience. Ultimately, we help SMBs be ‘on the money’.
Delivering a great customer experience for SMBs is a key differentiator for us, and we are investing heavily in building a world-class support team (CX). As part of our next stage of growth, we need to invest in our CX Operations team to ensure we don’t sacrifice quality and instead continue to better service our customers. We’re looking for our first CX Operations Manager to join our team and help us enhance our customer journey, streamline our processes, and foster a customer-centric culture.
In this role, you will be pivotal in enhancing customer interactions by leading and managing our CX Operations team. This includes driving Learning & Development (L&D) initiatives and implementing automation strategies. You will collaborate cross-functionally with Support, Product, and Operations to ensure smooth workflows, efficient handling of customer inquiries, and continuous improvement in service quality.

WHO YOU ARE:

• You have 3-5 years in customer experience operations, systems, and enablement, with direct involvement in workforce management and capacity planning
• You bring diverse experience across CX Operations including quality assurance, workforce management, training, automation, etc.
• You have experience with customer service software in system administration, design, and implementation (e.g. Zendesk, Ada, MaestroQA, Assembled, etc.)
• You have strong analytical and problem-solving skills, enabling you to make data-driven decisions effectively
• You are proficient with data analysis tools, such as Excel and BI tools, with capabilities that extend beyond the basics
• You demonstrate operational rigor by consistently seeking innovative solutions to enhance processes and address system inefficiencies
• You are passionate about coaching and the development of people

• Lead, manage, and build an operations team responsible for technology, quality assurance, self-service, workforce management, and process improvement
• Identify, design, and implement improvements in CX processes to drive efficiency and effectiveness within the team
• Plan and execute projects that impact the CX team’s strategic goals (e.g. live chat roll-out, routing, AI bot, etc.)
• Monitor and track the CX team performance, helping them get 1% better every day and finding new ways to better support our customers
• Support in capacity planning and overall management of our business process outsourcing (BPO) partners