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CX Technical Project Manager
במקום העבודהמשרה מלאהניהול פרויקטיםRetailEyewear
An online eyewear retailer is hiring a CX Technical Project Manager to own customer experience technology, workflows, analytics, and platform operations. The role reports to the VP of Customer Experience and is based in Tel Aviv-Yafo.
תחומי אחריות
- Own, manage, and optimize the customer experience technology stack, tools, and platforms.
- Build, improve, and maintain CX workflows, processes, and standard operating procedures.
- Monitor operational backlogs, bugs, and technical tasks.
- Design and implement tools that improve CX speed, quality, and efficiency.
- Maintain dashboards, reports, and performance analytics for business decisions.
- Lead A/B testing across customer support channels and present insights to leadership.
- Manage CX system onboarding and offboarding and ensure smooth platform operations.
- Handle data subject request processes, vendor invoices, and operational tracking.
- Analyze CX performance, forecasts, and interaction volumes across channels.
- Maintain IVR systems and support global support-site operations.
- Collaborate with Product and leadership teams on CX roadmap initiatives.
- Identify and remove operational bottlenecks to improve customer experience.
דרישות
- At least 1 year of SQL experience.
- Experience with CRM systems.
- Experience with JavaScript and Tableau.
- Strong analytical and technical skills.
- Excellent English communication skills.
- Strong interpersonal, organizational, multitasking, and problem-solving abilities.
יתרון
- Experience with Zendesk or similar CRM systems.