Customer Experience Operations Manager in Charlotte, North Carolina
Posted 01/12/22

AccruePartners values our contract and consulting employees. We offer a competitive benefits package to meet the diverse needs of all of our contractor and consulting employees and their family members. Here is a listing of what our company offers: 401(k) Medical, Dental, Vision, Life Insurance, Employee Assistance Program, Medical and Prescription Drug, Short and Long-Term Disability Insurance.



  • Fortune 100 Financial Services Company
  • 100-year history of dedication to customer satisfaction, success and growth
  • Tremendous growth and new business strategy leading to the need for new talent
  • Significant investments in cutting-edge technology



  • Culture: Excellent work environment that fosters collaboration
  • Growth: Ability to make an impact on the direction of the organization
  • Opportunity: Gain hands-on experience working with cutting-edge technology
  • Stability: Recent financial performance of the company has reported record profits


  • Remote

  • The CX Operations Manager will support teammates and their respective disciplines which include Research & Testing, CX strategy, VOC & Experience Metrics, and Design System.
  • This role will continue to steer the team towards more efficient processes, support delivery of CX outputs, and lead coordination of standing CX-lead ceremonies such as Design Crit and CX Monthly Report Out.
  • Support the management of CX engagements- tracking resources, bandwidth, timelines, stakeholder lists, project delivery and status
  • Support the delivery of key CX team deliverables including CX strategy presentations, Design System backlog management, and status updates and reporting
  • Develop scalable and efficient processes and workflows to accommodate CX team deliverables across disciplines
  • Oversee management and curation of team collaboration and archiving spaces, including Confluence, Miro, etc.
  • Manage administrative tasks including research POs, distribution list management, scheduling, status reporting, etc
  • Ongoing coordination of standing CX ceremonies: Design Crit, Monthly CX Update, etc
  • Formulates system scope through research and fact-finding to develop or modify moderately complex information systems.
  • Formulating and defining the system scope and objectives, based on user needs and business processes.
  • Evaluates and implements changes to existing system logic difficulties and documentation as necessary.
  • Directing business process improvement projects for internal business groups, aiming to improve business results.
  • Reviews flow charts, models, and procedures and feasibility studies to design possible system solutions.
  • Identifying and documenting all system constraints, implications and consequences of various proposed system changes.
  • Reviews technical documentation to guide system users and to assist with the ongoing operation, maintenance, and development of the system.
  • Providing recommendations for addressing and resolving business issues, for a specific business group.
  • Collaborates with system analysts, engineers, and programmers to design systems and to determine project limitations and capabilities, performance requirements, systems performance standards, and interfaces.
  • Identifies and documents all system constraints, implications and consequences of various proposed system changes.
  • Educates end users on system designs and functionalities through creation of training materials and conducting demos.
  • Evaluates the efficiency and effectiveness of application operations and troubleshooting problems.

  • 4+ years’ experience working within CX, UX or Product Design teams
  • 3+ years’ experience using advanced project management skills - plan, organize, monitor, and control projects, ensuring efficient utilization of resources, to achieve project objectives.
  • Strong partnership skills and ability to represent the Customer Experience team effectively, through communicating our mission, core function and engagement standards
  • Knowledge of effective influencing tactics and strategies; ability to impact decisions within and outside own organization
  • Possess a deep understanding of design operations across a complex design organization
  • Strong written and verbal communication skills, necessary

  • Employee Type: Contract
  • Location: Charlotte, North Carolina
  • Category: Marketing
  • Date Posted: 01/12/22
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