Sr. Operations CX Manager

at  ELEVATION CONNECT LLC

THIS POSITION IS WORK FROM HOME IN SOUTH FLORIDA WITH OCCASIONAL WORK IN THE BOCA RATON OFFICE WITH SOME ADDITIONAL TRAVEL REQUIRED.

Elevation Connect is a leading player in the Consumer Packaged Goods (CPG) industry, renowned for our innovative products and exceptional customer service. We pride ourselves on creating a positive impact on consumers’ lives through our diverse range of products. As we continue to expand, we are seeking a dedicated and experienced Sr. Operations Manager to join our dynamic CPG Operations team.
We are looking for a motivated and experienced leader with a strong background in contact centers and the CPG industry. The ideal candidate will be responsible for overseeing and guiding our contact center team to deliver exceptional customer service and achieve operational excellence. This role requires a strategic thinker who can drive performance, enhance customer satisfaction, and contribute to the overall success of our contact center operations.
This is a position slated for growth to a higher executive level. We are determined to challenge the industry and continuously improve daily. We embrace our entrepreneurial culture and have created a workplace where being flexible and kind is essential, performance is rewarded and where the purpose is to delight our clients every single day. You will find limitless opportunities to feel empowered to succeed. Because our focus is not only on performing for our clients and their customers, but also about our mission to support those in need.
Elevation is on a mission to elevate the customer service and sales experience for CPG customers. With all-star brands you know and love, our diverse client product portfolio is overflowing with opportunities for a motivated individual who is passionate about customer service to grow their career. Across our organization, we are creating a workplace where passion is rewarded, speed is expected, and flexibility is the norm to support our clients and their consumers every single day.

Experience and Skills:

• Excellent verbal, written and interpersonal communication skills.
• Self-motivated and able to work effectively in a team environment.
• Ability to work independently and manage multiple tasks efficiently and effectively by meeting quality standards.
• Effective time management skills, sense of urgency and ability to plan and prioritize daily activities.
• Consultative skills and ability to adapt to change in a fast-paced environment.
• Ability to receive constructive feedback and demonstrate accountability.
• Must possess critical thinking, problem solving skills and good judgment.
• Leadership skills - ability to influence, which maximizes the efforts of others towards the achievement of a goal.
• Negotiation skills - applies effective questioning and listening techniques to determine other parties’ positions.
• Results orientation and execution -demonstrates the ability to analyze situations or problems, make timely and sound decisions, construct plans and achieve optimal results.
• Bachelor’s degree in marketing, business, or other relevant areas preferred
• Minimum 2 years of relevant consumer products experience in service and sales
• Proven track record of developing cutting edge customer service for consumer products in the retail marketplace.
• Willing and available to travel when necessary

• The CPG CX Sr. Manager combines innovative thinking and analytics with an understanding of market dynamics to develop and manage the next generation of best in service for our consumer product clients through the management of CX operations supervisor’s and their agents.
• Manage the product customer service process, strategy, and roadmap from concept through successful launch by working closely with sales, finance, operations, and external clients.
• Specifically, identify the function, feature set and desired customer service and sales outcome of a product with a focus on excellence in the marketplace that resonates with the customer and ensure the operation’s team performs at the highest standards.
• Channel management: Develop and manage sales and service for products and programs across multiple channels.
• Monitor category performance to ensure sales volume and profit goals are met
• Work hand in hand with our client services manager and clients to prepare and deliver presentations to key customers as the product matter expert
• Actively listens, provides constructive feedback, and demonstrates respect for differing views
• Teamwork and collaboration - Collaborates with colleagues to achieve results in alignment with the operations and mission of Elevation and its clients
• Analytical and problem-solving skills - works systematically and logically to resolve problems, identify causation, and anticipate unexpected results; while ensuring an agreed-upon alternatives has the support of all parties involved

Experience and Skills:

• Excellent verbal, written and interpersonal communication skills.
• Self-motivated and able to work effectively in a team environment.
• Ability to work independently and manage multiple tasks efficiently and effectively by meeting quality standards.
• Effective time management skills, sense of urgency and ability to plan and prioritize daily activities.
• Consultative skills and ability to adapt to change in a fast-paced environment.
• Ability to receive constructive feedback and demonstrate accountability.
• Must possess critical thinking, problem solving skills and good judgment.
• Leadership skills - ability to influence, which maximizes the efforts of others towards the achievement of a goal.
• Negotiation skills - applies effective questioning and listening techniques to determine other parties’ positions.
• Results orientation and execution -demonstrates the ability to analyze situations or problems, make timely and sound decisions, construct plans and achieve optimal results.
• Bachelor’s degree in marketing, business, or other relevant areas preferred
• Minimum 2 years of relevant consumer products experience in service and sales
• Proven track record of developing cutting edge customer service for consumer products in the retail marketplace.
• Willing and available to travel when necessary.