Full-Time Voice of Customer Platform Administrator

We are looking for a smart, driven individual to join our Business Operations team as a Voice of the Customer Platform Administrator to lead our customer experience platform management. The ideal candidate is a highly analytical individual who will build and manage the strategic roadmap, implementation, and optimization of customer experience platforms and initiatives that ensure best-in-class customer experiences. You’ll work closely with global cross-functional teams to ensure the timely and successful launch of Voice of Customer projects. You’ll also collaborate with these cross-functional teams to identify improvement opportunities, focusing on optimizing the platform to streamlining processes and utilizing problem-solving to identify solutions. You'll manage relationships with multiple stakeholders across various departments, while inspiring the organization to listen, understand and act on customer feedback. 

What’s great about this role? 

• This role reports into the Director of Business Operations and leads the overall management, development, and optimization of our Voice of the Customer (VoC) platforms. 
• You’ll be the technical expert and trusted advisor for the enterprise VoC platforms and customer feedback. 
• You’ll partner with regional VoC teams to build the global platform roadmap and vision for Customer Experience solutions. 
• You’ll build AI dashboards to automate our ability to deliver insights and themes. 
• You’ll provide leadership and mentorship on platform management to operations teams and partner with them to optimize surveys to gain customer insights. 
• You’ll monitor system performance and identify areas for improvement to ensure a smooth experience. 
• You’ll manage the implementation for platform features to ensure timely, high-quality delivery aligned with business objectives. 
• You’ll coordinate with external providers to manage platform requirements. 
• You’ll foster a collaborative and high-performance culture within the team. 

You're our ideal candidate if you [are]: 

• Customer-centric: you want to create solutions that help us improve our customer engagement. 
• Technology-savvy: you enjoy optimizing use of SaaS platforms and supporting non-technical business stakeholders use technology to find solutions and optimize services 
• Highly analytical: you can not only come up with an idea (the "what's"), but the "why's", "how's", and "when's", too...along with the data to back it up! 
• Incredibly detail-oriented: you like digging into how complex things work, and figuring out how to make them better 
• Scrappy: you like rolling up your sleeves and enjoy execution in an entrepreneurial environment 
• Multi-tasker: you are able to juggle many tasks within a fast-paced, dynamic environment 
• BA or BS required. 
• 3+ years of work experience is preferred. Preferred backgrounds include top performing management consultants, banking/PE analysts, or data science / analytics in a leading tech company 
• Customer experience systems expertise (e.g., Qualtrics, Medallia, SurveyMonkey etc.) and best practices to gather feedback is required 
• Customer journey mapping experience a plus 
• Ability to build strong cross functional relationships and present to business leaders 
• Strong analytical skills to drive fact-based decision making 
• A strong record of rolling up sleeves and tactical execution 
• SQL / Python / Tableau skills a plus as is an MS in Operations, Engineering, Business, Economics, Statistics, Data Science, Analytics, or other advanced degree from a top school