Cx Operations Manager

2 weeks ago

Ho Chi Minh City, Ho Chi Minh, Vietnam OPSWAT Full time

OPSWAT is a global cyber security company providing solutions for enterprises since 2002 to identify, detect, and remediate advanced security threats from data and devices coming into and out their networks.

Trusted by over 1,000 organizations worldwide and with over 30 anti-malware engines, 100+ data sanitization engines and more than 25 technology integration partners, OPSWAT is a pioneer and leader in data sanitization, vulnerability detection, multi-scanning, device compliance, and cloud access control.

OPSWAT. Protecting the World's Critical Infrastructure

What You Will Be Do:

Planning and strategy:

  • Create and put into action a thorough CX operations strategy that is in line with the goals and objectives of the business.
  • Determine metrics and key performance indicators (KPIs) to gauge performance in terms of operational effectiveness, and overall success.
  • To spot trends, opportunities, and areas for improvement, conduct routine CX operation data analysis and reporting.
  • Work together with senior management to define and hone the overall CX operation vision and roadmap.

Managing and leading a team.

  • Establish a culture of cooperation, accountability, and constant improvement while leading, mentoring, and developing a highperforming team of CX operation specialists.
  • To ensure both individual and team success, define team goals, establish performance targets, and give frequent feedback.
  • Effective resource allocation is key to achieving operational goals and maximizing team output.
  • Implement development plans for team members, identify training needs, and conduct routine performance evaluations.

Process enhancement and optimization:

  • To reorganize processes, boost productivity, and improve CX operation experiences, evaluate current CX operation practices, pinpoint pain points, then develop and put into practice solutions.
  • To improve workflows and minimize manual effort, find and implement automation opportunities.
  • To guarantee dependable, highquality service delivery, monitor process adherence and compliance.
  • To promote innovation and implement improvements in CX operations, continually assess market trends and best practices.

Cross-Functional Cooperation:

  • To ensure that CX operation initiatives and processes are integrated, work closely with other departments like marketing, sales, product development, and IT.
  • Communicate with stakeholders to get their opinions, deal with any issues, and push for more CX operationfocused changes throughout the entire organization.
  • Support Salesforce users, Salesforce Communities

What We Need From You:

Academic Qualifications and Certifications:

Must have:

  • Bachelor's degree in a technical discipline, or equivalent experience.
  • Salesforce Administrator and Advanced Certification are required.
  • Solid understanding of Salesforce data storage, security model, etc.
  • Experience with Salesforce Administration.
  • Experience planning and implementing midto largescale Unified Communication (UC) projects.
  • Experience managing and a leading technical team.
  • Experience with infrastructure technology support and implementation
  • Experienced with ITSM functionalities such as change control, CMDB, ticket system.
  • Prior experience using industry established project management techniques in accomplishing strategic objectives.
  • Strong working knowledge of routing and switching technologies.

Nice to have:

  • Salesforce CPQ Certification is highly desirable.
  • Experience with Salesforce CPQ
  • Experience with Salesforce Lightning
  • Demonstrated success implementing and managing large, complex, enterpriseclass solutions.

Knowledge, Skills and Attributes:

  • Excellent organizational and team leadership skills
  • Excellent English communication skills both verbal and written
  • Ability to collaborate with internal stakeholders.
  • Strong leadership skills.
  • Strong organizational skills.
  • Presentation skills (be able to describe things and convey ideas to others in an easy way).
  • Highly focused on business outcomes
  • Ability to guide the team through transformational objectives set out by the business.
  • Ability to communicate and work across different cultures and social groups.
  • Ability to work well in a pressurized environment.
  • Ability to adapt to changing circumstances.
OPSWAT is an equal opportunity employer.

We celebrate diversity and are committed to providing an environment where equal employment opportunities are extended to all employees and applicants, free of discrimination and harassment of any type.

All employment decisions are based on individual qualifications, job requirements, and business needs without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other category protected by federal, state, or local laws.

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