CX Strategy & Operations Manager

What you’ll be doing:

• Be the expert on all CX KPIs, how they’re calculated, how they’re trending, and what they mean for our team and business. 
• Create, maintain, analyse, and present reports, metrics, and dashboards across all levels and roles of the CX team. 
• Build and maintain reports and slide decks for key CX Cadences (QBRs, monthly All-Hands, Board Decks, weekly KPI reports...) and processes (capacity planning, OKRs).
• Analyse, model,  and forecast Professional Services KPIs for internal and external resources. 
• Manage CX team inquiries and ad-hoc requests across data, reporting, and analytics.
• Help improve customer data points and run projects as necessary to ensure data integrity.
• Maintain the CX data dictionary and reporting suite for all roles and levels of CX. 
• Own the user adoption and documentation of CX analytics.
• Work across Google Sheets, Google Slides,  SQL data warehouses (Snowflake and Bigquery), and Tableau,  depending on the nature of the analysis and reporting.
• And any additional tasks required by manager.

What you’ll bring:

• Reliability and attention to detail. Your calculations will lead to significant strategic decisions and must be highly reliable.
• A passion for calculating and presenting data, a truth-seeker who will find the root cause of KPI trends and make compelling explanations.
• Proven track record of using analytics to drive business strategy and improve performance.
• Excellent communication skills with the ability to collaborate effectively across global and cross-functional teams.
• Ability to quickly adapt to changing environments and priorities.
• Expert Gsheet and Gslides skills;  autonomy with Tableau reporting, Basic Salesforce reporting skills.
• Knowledge of SQL for basic data analysis and modelling. 
• Over 5 years of relevant business experience.