Manager, Customer Services Operations

Remote

Location: Virtual/Nationwide

Building for the future. Now.

From award-winning employer branding to our innovative recruitment marketing technology solutions, Symphony Talent is all about helping talent acquisition teams automate and empower innovative candidate interactions.

With primary offices in New York, London, Bangalore, and Belfast and supporting more than 900 customers across the globe, we are seeking a highly motivated Manager of Customer Services Operations to join our Commercial Operations Team to plan, coordinate and oversee successful execution of programs at Symphony Talent.

About the Role:

• This is a data driven role to evaluate and develop operational dashboards and performance metrics that drive Implementation, Professional Services and Customer Tech Support success.
• Analyze data to increase the understanding of customer engagement trends. Develop and optimize processes to support a strong, scalable customer delivery and support model.
• Based on researched data, identify and deliver against strategic initiatives that evolve customer satisfaction, as well as customer retention.
• Specify and build tools to improve the speed and quality of Implementation, Professional Services and Customer Tech Support.
• Manage team member utilization according to customer demand and service level agreements.
• Become the trusted advisor to cross functional customer satisfaction stakeholders and work with them to identify and solve root cause issues that impact customer dissatisfaction and churn;
• Develop and deliver KPIs that drive strong revenue retention and customer satisfaction, including service utilization and forecasting.
• Create and track key metrics related to utilization, billable hours and capacity.
• Collect and synthesize customer feedback and insights for internal awareness and improvement