About the job
The CX Operations Specialist plays a critical role in driving operational excellence within the customer experience (CX) organization. This role leads automation efforts, manages cross-functional projects and associated training, and oversees compliance initiatives related to extended producer responsibility (EPR) and customer data protection regulations. Additionally, the specialist significantly contributes to shared services transformation initiatives and supports the integration of new legal entities.
The CX Operations Specialist should work diligently and independently to gather complex requirements from various stakeholders, translating them into clear functional specifications and end-to-end process designs. The role involves identifying areas where processes or tools need to evolve to align with CX priorities, enhancing the experience for customers, employees, and suppliers. This includes hands-on work with data, workflow automation, as well as designing and overseeing scalable integrations using tools such as Power Automate.
Your Day at a Glance:
The CX Operations Specialist reports to the Team Lead, Operations Automation. In this capacity, you will be responsible for the following:
Process Automation and Optimization:
- Lead requirements-gathering workshops to identify automation opportunities across all CX departments, including data integration and ingestion automation using our tools.
- Collaborate with our CXSS Operations Automation team to develop low-code automations using Power Automate.
- Create and maintain documentation, including process diagrams, related to our tools (e.g., D365 CRM, D365 F&O) and processes.
- Stay updated on all Genetec activities, including products, services, functions, and operations used by various CX departments to propose efficient processes, best practices, and optimized tools.
Project Management:
- Lead projects from requirements collection to testing and deployment of solutions, ensuring minimal disruption to operations and compliance with our customer data protection policies. This also includes implementing and coordinating related training initiatives.
- Define and manage a strategic roadmap to provide visibility to the entire CX organization on our key ongoing projects.