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Job Description
Job: Manager, Customer Experience Analytics - Product & Services Operations
Operations, Production & Supply Chain, Marketing & Communications role
Full Time Job
Posted on: January 28, 2022
Locations: USA (New York)
Job Description:
(primary responsibilities,
reporting structure,
career path...)
Product & Service Operations (PSO's) mission is to build a service engine that solves today’s customer problems and prevents tomorrow’s. Solving problems is at the core of what we do. We think in customers' shoes and strive to solve problems at the root, and broadly. We embrace a culture of innovation, ownership & accountability. We ultimately help businesses through scaled service delivery & operations. We combine deep expertise in our products with operational and analytical skills to design and manage scalable support processes. Our unique view on both product and service allows us to partner with teams across Meta to drive our business forward by representing the community and combining quantitative with qualitative signals to drive product launches, improvements, and scale operations. We work closely with our cross-functional partners in Sales & Product, leveraging the data and insights we are uniquely positioned to gather, to enable Meta's businesses to thrive. The PSO Customer Experience (CX) organization is seeking a Manager to lead the CX Analytics team who is passionate about providing a world-class client experience with Meta's business and marketing solutions. The ideal candidate will have a proven track record in the strategy, setup, management, and governance of a scalable Voice of Customer (VoC) and Analytics Program. The successful candidate will have strong data analytics experience and be customer-obsessed with a passion for technology.Manager, Customer Experience Analytics - Product & Services Operations Responsibilities
  • Lead a team of Program Managers and Analysts across multiple offices
  • Build a VoC program in pursuit of advocating, evangelizing, and leveraging insights to improve our customers’ journey and overall experience
  • Leverage and unify multiple customer listening posts (surveys, customer verbatim, focus groups, social media, etc.) to create a more reliable and intelligent customer feedback signal
  • Collaborate with the wider organization to build and implement a VoC understanding and measurement strategy around customer-focused metrics (NPS, CSAT, or/and Customer Effort Score - CES)
  • Partner with Data Science, Research, and Analytics teams to build a CX issue-to-resolution reactive and predictive models
  • Lead the creation of specific recommendations and action plans to drive product, people and process improvement strategy across every customer touchpoint
  • Work extensively with cross-functional partners to identify and implement optimal solutions in the areas identified
  • Ensure strong reporting capability on performance, understanding and communicating the story through a robust set of metrics and data visualization
  • Serve as the organizational expert in VoC best practices and partner with cross-functional teams on industry benchmarking
  • Provide thought leadership on emerging technology to enhance our product and service customer experience
Minimum Qualifications
  • Bachelor's degree with 12+ years of relevant experience (in Customer Experience, Operations, Research, Marketing or Product Development)
  • 3+ years of people management experience building and growing teams
  • Experience in working/building relationships with cross-functional teams with ease, delivering impact consistently through seamless communication, influencing teams towards achieving goals
  • Strategic thinker with analytical and problem-solving experience
  • Proven communication and presentation skills with the capability to influence partners and leaders towards achieving shared goals
  • Demonstrated experience defining and tracking metrics and implementing programs to improve operational performance
  • Experience leading data-driven projects and communicating the results of analysis and insights to technical and non-technical audiences
  • Experience with ambiguity and complex problems
Preferred Qualifications
  • Experience in Taxonomy or Customer Support Issue Classification
  • Experience in Machine Learning (ML)/Artificial Intelligence (AI) or ML Operations
  • Customer Experience Analytics expertise with certifications in Design Thinking, Data Science, Research, Analytics or Customer Experience Certification
  • MBA or MA in data science, computer science, other business/tech field
  • Experience leading customer experience or analytics programs in customer service or call center operations
  • Experience working with or in support of diverse communities

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