Cx Operations Manager

OPSWAT, a global leader in IT, OT, and ICS critical infrastructure cybersecurity, delivers an end-to-end platform that gives public and private sector organizations and enterprises the critical advantage needed to protect their complex networks, secure their devices, and ensure compliance. Over the last 20 years our commitment to innovative technology has earned the trust of more than 1,700 organizations, governments, and institutions globally, solidifying our role in protecting the world's critical infrastructure and securing our way of life.

**What You Will Be Do**:
**Planning and strategy**:

- Work together with senior management and enterprise platform team to define and hone the overall CX operation vision and roadmap.
- 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.
- Continuously drive process automation and reduce the cost-per-case down through AI Chatbot, self-service portals, improved knowledge center

**Managing and leading a team.**
- Establish a culture of cooperation, accountability, and constant improvement while leading, mentoring, and developing a high-performing 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, high-quality service delivery, monitor process adherence and compliance.
- Configure CRM platform to support our new global tiered support structure.
- Find solutions, come up with proposal and implement new tools for our Professional Services to reduce manual inputs and improve customer experience

**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 operation-focused 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 in project management and Scrum Agile methodology.
- Experience in documenting business requirements and translating them into technical solutions.
- Experienced with ITSM functionalities such as change control, CMDB, ticket system. ITIL certification is preferred
- Very good communication and presentation skills. Able to manage stakeholders well.
- Team-building experience, succession planning, resource planning skills

**Nice to have**:

- Salesforce Service Cloud and Omnichannel is highly desirable
- Experience with Project Management tool like Atlassian JIRA, Confluence
- Experience with Generative AI, LLM and prompt engineering.
- Experience with Chatbot Design and API Integration

**Knowledge, Skills and Attributes**:

- Excellent organizational and team leadership skills
- Solid understanding of cybersecurity, computer and networking technologies.
- Highly focused on business outcomes
- Ability to guide the team through transformational objectives set out by the business from end-to-end with mínimal supervision
- Ability to communicate and work across different cultures and social groups.
- Ability to work well in a high-pressure and fast-paced environment.

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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