Lead projects enhancing customer support experience, collaborating cross-functionally and managing timelines, risks, and metrics for continuous improvement.
Role DescriptionResponsibilities
We’re looking for a Customer Experience Support Operations Manager to join our Customer Experience organization. In this role, you will lead the end-to-end delivery of projects that enhance the support journey for our customers. You’ll work cross-functionally to identify pain points, prioritize initiatives, and implement improvements to create a seamless, efficient, and scalable support experience.
This role sits at the intersection of operations, product, and support, and is ideal for someone who can combine systems thinking with execution.
- Own and drive the delivery of high-impact support experience initiatives—from problem definition through to implementation and measurement.
- Collaborate with support operations and engineering, and design to scope solutions and align on delivery timelines.
- Manage project timelines, risks, and communications for support experience improvements.
- Develop business requirements and use cases based on customer feedback, agent insights, and data analysis.
- Continuously evaluate and optimize existing customer support flows and tooling.
- Track the impact of delivered initiatives on key customer experience metrics.
- Advocate for the voice of the customer in internal decision-making.
- 6+ years of experience in program management, business analysis, or service delivery
- Experience working within a customer support or CX function
- Demonstrated experience leading cross-functional projects end to end
- Strong analytical and problem-solving skills; ability to use data to inform decisions
- Excellent communication and stakeholder management skills
- Experience with support platforms (e.g. Zendesk, Salesforce Service Cloud) and routing logic is a plus
- Comfortable operating in ambiguity and driving clarity in fast-moving environments
- You hold a degree with a focus in business, technical, IT, product.
- You have 6+ years of relevant professional experience, ideally within a B2B, SaaS, or service environment, working closely with customer-facing and/or product teams.
- You have project management experience leading large cross functional projects.
- You have prior experience in a customer-facing role.
- You are self-driven, team player, effective, and possess strong problem-solving skills.
- You communicate clearly and concisely, with the ability to translate technical concepts for non-technical audiences and distill key information into succinct updates.
- You have demonstrated analysis skills, using tools like SQL, spreadsheets, or similar.
Ireland Pay Range
€60.400—€81.700 EUR
Top Skills
Salesforce Service Cloud
Spreadsheets
SQL
Zendesk
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