KEY RESPONSIBILITIES
- Own and optimize call center ticket management and telephony systems.
- Assist and collaborate in creation of standard operating procedures, focusing on identifying areas of efficiency and elimination.
- Develop and maintain performance dashboards and real-time reporting frameworks for internal and vendor teams. Monitor KPIs and enforce accountability.
- Lead omnichannel transformation initiatives, introducing automation, self-service tools, and AI capabilities that improve resolution rates and reduce contact volume. Partner cross-functionally with Product, QA, and Enablement teams to optimize the customer journey and scale CX infrastructure.
- Own end-to-end workforce and headcount strategy, including capacity plans and scheduling.
- Manage CX technology integrations and vendor-led process improvements using structured project plans and agile sprints. Coordinate with QA, WFM, and Training teams to accelerate rollouts and continuously enhance efficiency and scalability.
- Analyze large datasets to identify trends, correlations, and actionable insights
- Support the Global Head of Client Experience with new initiatives and special requests.
IDEAL EXPERIENCE & COMPETENCIES
- 5-7 years of experience in client experience and/or auction operations.
- Exceptional communication, organizational, interpersonal, and relationship-building skills, with a strong ability to collaborate in cross-functional environments.
- Confidence and professionalism when presenting to groups or leading discussions.
- Advanced proficiency in Microsoft Excel (formulas, charts, data analysis).
- Proficiency with Microsoft Word, Outlook, Google Workspace, and related tools.
- Ability to work independently in a fast-paced, deadline-driven environment.
- Highly organized, collaborative, and adaptable, with the ability to remain calm and professional under pressure and tight timelines.
- Experience managing and implementing cross-departmental initiatives, including project management.
- Strong analytical thinking, process-improvement mindset, and problem-solving skills, with demonstrated planning and communication abilities.
- Prior people leadership experience
The proposed base salary for this position ranges from $100,000-$120,000. In addition to base salary successful candidates are eligible to receive a discretionary bonus, as well as a competitive benefits package. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered.
