Join ABBYY and be part of a team that celebrates your unique work style. With flexible work options, a supportive team, and rewards that reflect your value, you can focus on what matters most – driving your growth, while fuelling ours.
Our commitment to respect, transparency, and simplicity means you can trust us to always choose to do the right thing.
As a trusted partner for intelligent automation, we solve highly complex problems for our enterprise customers and put their information to work to transform the way they do business. Innovation and excellence run through our veins, and you will work with experts who are creating market-leading technologies, using Machine Learning and Artificial Intelligence, and an advanced and sophisticated tech stack.
We’re seeking a Customer Experience Ops Manager to join our growing team. In this role, you’ll be responsible for developing, optimizing, and managing the processes that will proactively improve customer health and deliver exceptional customer experiences at scale. This role is essential to improving customer health tracking and analyzing key performance metrics, implementing strategic initiatives that enhance the overall customer journey, and including proactive monitoring and reporting on customer health recovery.
Key Responsibilities:
• Data Management & Reporting: Gather, analyze, and report on customer data and performance metrics to make data-driven decisions. Maintain dashboards and reports that track customer health, engagement, retention, and recovery efforts.
• Customer Health Recovery Monitoring: Monitor customer health metrics to identify accounts in need of recovery interventions. Provide timely updates on at-risk accounts, track recovery progress, and escalate issues as needed.
• Customer Health Recovery Communication: Coordinate communications related to customer health recovery efforts, ensuring key stakeholders are informed of customer issues and status updates. Provide regular updates and insights to guide the engagement strategies.
• After-Action Report Documentation: Document After-Action Reports (AARs) to capture insights and learnings from customer health recovery efforts and other ECX initiatives. Identify key takeaways and improvement areas to refine processes and inform future strategies.
• Process Improvement: Identify areas for operational improvement within the Customer Experience organization. Develop, document, and refine processes to streamline workflows and improve the customer journey.
• Cross-Functional Collaboration: Work closely with teams like Sales, Success, PS, Product, and Marketing to support initiatives that impact customer experience and satisfaction. Ensure seamless handoffs and integration points between departments.
• Strategic Projects: Contribute to strategic initiatives aimed at scaling and improving Customer Experience operations, such as automation projects, customer segmentation, and personalized engagement strategies.
• Documentation & Training: Develop and maintain up-to-date documentation of ECX processes and best practices.
Qualifications:
• Experience: 4+ years in Customer Experience, Success, Operations, Project Management, or a similar role, preferably in a SaaS environment.
• Analytical Skills: Strong analytical skills, with experience in data analysis, reporting, and KPI tracking. Proficiency in Excel/Google Sheets and experience with reporting tools (e.g., PowerBI).
• After-Action Report Skills: Experience in documenting and analyzing After-Action Reports (AARs) to drive continuous improvement in customer experience strategies.
• Communication: Excellent written and verbal communication skills. Ability to explain complex processes and technical details to non-technical team members.
• Project Management: Demonstrated ability to manage projects, prioritize tasks, and meet deadlines. Experience with project management tools (e.g., MS, Planner. Asana, or Trello) is a plus.
• Problem Solving: Strong problem-solving skills and a proactive approach to identifying and resolving issues.
• Attention to Detail: High attention to detail, with a focus on quality and accuracy.
Preferred Qualifications:
• Experience in a fast-paced, scaling environment, preferably within a SaaS or tech company.
• Familiarity with customer health scoring methodologies, customer health recovery metrics, and customer journey mapping.
• Experience with automation projects to improve team productivity and customer outcomes.
Additionally, you will enjoy some of our local benefits such as:
- Comprehensive medical, accidental, and life insurance
- Weekly wellness sessions to support your physical and mental well-being
- A generous paid time off policy
At ABBYY you will:
Love how you work
- We provide remote and hybrid working options to fit all lifestyles.
- We use flexible hours across most of our teams to allow you to find your own definition of balance.
- Encouraging a culture of giving, we provide two paid volunteering days off every year so you can take time to contribute to the causes you care about.
- To ensure your family is cared for, we offer paid parental leave in all our locations.
Love whom you work with
- We are a global team of 800+ colleagues, spread across 15 countries on four continents.
- With 30+ nationalities and ages ranging from 21 to 80, our workforce reflects the world.
- Innovation and excellence run through our veins.
- Our teams gather the expertise which has garnered ABBYY more than 140 technology patents.
- We are guided by the values of respect, transparency, and simplicity. "Team Environment" is in the top three highest-scoring drivers of engagement across all of our departments.
Love what you work on
- We are a company with more than 30 years of experience in the technology market.
- Over 10,000 customers trust ABBYY, including many Fortune 500 ones, with names such as DHL, Johnson & Johnson, FDA, DMV, PwC, KeyBank, Spotify, and H&R BLOCK in our client portfolio.
- ABBYY has modernized the way companies leverage their data in documents by creating the first low-code/no-code Intelligent Document Processing platform.
- Our Machine Learning, Natural Language Processing, Computer Vision Technologies, and a Marketplace built with AI, can transform any document in any process.
- Top Analyst firms recognize ABBYY's market leadership, including Gartner, Everest PEAK Matrix ® Assessment, ISG Intelligent Automation Lens, and NelsonHall, amongst others.
ABBYY is an Equal Employment Opportunity employer that values the strength that diversity brings to the workplace. To learn more about our commitment to Diversity and Inclusion, check out the careers section on our website.
