Manager, CX Ops (Tools)

• Please Note: This is a Utah-based hybrid position that will require some regular in-office days each week. Additionally, employment with BambooHR is contingent on passing both a background and credit check.

Essential Job Duties

At BambooHR, our mission is simple: we want to set people free to do meaningful work. People love our software—and it turns out that people love working here, too. BambooHR has been recognized as a "Best Company to Work For," and we're proud of our team for creating software that makes an impact in the lives of HR pros and employees all over the world.

Customer Experience Operations at BambooHR is dedicated to the continuous improvement of the customer journey. We deliver scalable process management and systems design to accelerate our vision of setting people free to do great work. Our daily mission is to enable our Customer Experience organization to delight our customers through operational efforts focused on improving revenue, costs, and quality, and maximizing customer loyalty. As a Manager, CX Operations, you will manage the team responsible for the configuration, deployment, and administration of multiple CX platforms, including system configuration, reporting, dashboards, workflows, and integrations, ensuring tools are optimized for maximum ROI.

You will:

• Coaching & Development: Lead, mentor, and develop a team of 4-6 CX operations professionals, fostering a collaborative and high-performance work environment. Set clear goals and expectations, providing regular feedback and performance evaluations against key quantitative KPIs. Provide leadership, guidance, and support to advance team members' skills and careers, identifying opportunities for professional growth and designing coaching and development plans. Collaborate with TA to coordinate the selection and onboarding of new team members. Enable team success by lifting roadblocks and efficiently managing workloads to ensure balanced project teams across all operational time intervals.

• Team Management: Manage day-to-day support activities of the tools team, which include the following key responsibilities:
• User Support and Administration: addressing inquiries, performing ad-hoc customizations, and implementing core functionalities. Manage user administration, security, and permissions to ensure a secure and efficient user experience.
• Issue Management: Resolve bugs, issues, or disruptions, ensuring minimal impact on users and maintaining high service standards.
• Performance Monitoring: Continuously monitor system performance, data integrity, and user activity. Implement strategies to optimize platform performance and usability.
• Adoption and Training: Develop and deliver training content and best practices to enhance user proficiency and ensure ongoing adoption and usage.
• Business Requirement Development: Drive the development of Business Requirements Documents (BRDs) for projects and requests as needed.
• Process Documentation: Maintain and update Standard Operating Procedures (SOPs), documentation, and process maps specific to the tool.
• Stakeholder Communication: Provide project feedback, SLA management and expectation setting, updates, education, status reports, and manage releases, bugs, and issues.
• KPI Monitoring: Develop of operational Key Performance Indicators (KPIs). Build reports and dashboards to track performance metrics.
• Subject-Matter Expertise: Maintain product knowledge across the CX toolset, particularly regarding BHR’s deployment. 
• Prioritization & Planning: Prioritize, batch, and sequence work within the area of accountability, ensuring alignment with established Service Level Agreements

What You Need to Get the Job Done

• 5+ years of experience in a technology/software company in Operations or IT
• Strong leadership skills, with the ability to inspire, coach, and motivate, ideally with experience managing cross-functional projects and teams 
• Strong analytical and critical thinking skills with the ability to collect, organize, analyze, and disseminate information and data
• Experience in data analysis, business intelligence, and design of reports and dashboards
• Excellent communication and collaboration 
• Ability to set and meet deadlines, manage competing priorities, and shift focus when necessary
• Bachelor’s degree, or equivalent experience in a relevant field (e.g., customer experience, operations, business analysis, data analytics, database administration, computer science, data analytics) 

What Will Make Us REALLY Love You 

• Strong data analytics skills with an emphasis on business intelligence and insights
• Advanced knowledge of CX systems like Gainsight, Zendesk, Salesforce for managing customer experience operations
• Experience with Tableau and/or PowerBI for data visualization and reporting
• Experience in change management and process improvement - driving organizational change and enhancing efficiency
• Experience with project management and agile methodologies
• Proven success designing and building technical solutions, including creation of technical documentation; CRM administration experience or certification
• Understanding of data structures, data modeling, and database management
• Familiarity with CRM tools (Dynamics, Salesforce, HubSpot, etc.) and CPQ data structures 

What You'll Love About Us

• Great Company Culture. We’ve been recognized by multiple organizations like Inc, Salt Lake Tribune, Glassdoor, & Comparably for our great workplace culture
• Make an Impact. We care about your individuality by giving you freedom to grow and create within the company, regardless of your position
• Rest and Relaxation. 4 weeks paid time off, 11 paid holidays, and we pay you to go on vacation (ask us about this)!
• Health Benefits. Medical with HSA and FSA options, dental, and vision
• Prepare for the Future. 401(k) with a generous company match, access to a personal financial planner, and both legal and life insurance
• Financial Peace University. We pay for a one year subscription and you walk away with financial savvy and a bonus
• Give back. Get paid to give your time to the community: ask us about this!
• Educational Benefits. Whether you are a previous student, or currently enrolled in higher education, we can help cover some of those expenses
• In-Person Onboarding! All new hires get to experience our in-person onboarding class, Bamboo Beginnings, at our Draper, UT headquarters! Ask us more about Bamboo Beginnings!
• Flexible Work Models. In-office, work-from-home, or hybrid, depending on position and location