Customer Support Operations Manager

8X8, Inc. San Jose , CA 95111

Posted 4 months ago

8x8, Inc. (NYSE:EGHT) communication solutions help businesses transform their customer and employee experience. With one system of engagement for cloud voice, video, collaboration and contact center and one system of intelligence on one cloud communications platform, businesses can now communicate faster and smarter to exceed the speed of customer expectations. For additional information, visit www.8x8.com, or follow 8x8 on LinkedIn, Twitter, and Facebook.
8x8's Director of Global Support Operations is seeking an experienced Customer Support Operations Manager to develop and manage Support process improvements to meet global goals and objectives. The ideal candidate must be a team-oriented self-starter who can both manage cross-functional priorities and have the ability to clearly identify major issues in the operations of the organization in order to develop requirements that can easily be translated into solutions.

The CS Ops Manager will partner with a multitude of teams including Support Service Delivery, Subject Matter Experts, Support Operations, and both Sales and Engineering teams to understand existing operational challenges and define improvement requirements. A successful candidate will possess exceptional skills in gathering/documenting business requirements, designing proposed processes, implementing process changes, and gauging efficiency and effectiveness through adherence reviews.

Let's take a look at your day from a high level:

  • Own the management and execution of the Global Customer Journey Mapping program and initiatives.

  • Track and monitor Customer Journey Mapping results and develop techniques and processes that address gaps in service delivery and customer experience.

  • Partner with other Support teams to develop and document the Support standard operating procedure that serves as the organization's reference for Support processes, activities and tasks.

  • Develop and document the as-is and to-be business processes by evaluating existing processes.

  • Lead the development of manual and automated business processes, capturing organizational and process models, data and system workflows, describing the roles, activities, inputs and outputs.

  • Develop metrics that provide data for process measurement, identifying indicators for future improvement opportunities.

  • Partner with the Quality Management team to gauge performance and adherence on identified process requirements and to align improvements.

  • Create and update process knowledge articles and deliver and training as needed.

To be successful in this role, you will possess:

  • An overall 5 years of demonstrated project management experience, including 3+ years of business process experience in a Customer -Support environment.

  • BA/BS in a related field, and/or equivalent certification.

  • A strong understanding of G-Suite, MS Excel, Visio and PowerPoint will be critical.

  • Exceptional presentation, written and verbal communication and enablement skills.

  • Expert knowledge of Salesforce and other CRM systems.
    8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

For 8x8 jobs located in the US: 8x8 participates in the E-Verify program.

View the Participant Poster in English | Espaol.

View the Right to Work Poster in English | Espaol.

We also provide reasonable accommodation to individuals with disabilities in accordance with applicable laws. Learn more or email us at careers@8x8.com (Include "Reasonable Accommodation" in the subject line)

For European Job Applicants our Job Applicant Privacy Notice can be found here.


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Customer Support Operations Manager

8X8, Inc.