Senior Operations Specialist - Customer Experience Services

1. Operational Advisory and Subject Matter Expertise

• Serve as the subject matter expert for CX operational workflows, tools, and standards.
• Provide hands-on guidance to Implementation teams, ensuring operational standards are correctly interpreted and applied.
• Engage with frontline teams and CX leadership to identify improvement opportunities based on qualitative insights and operational data.
• Advise on best practices for time tracking, project administration, resource management, and operational compliance.

2. Training and Enablement

• Own and maintain the CX Operations training curriculum for Implementation teams.
• Design and deliver training modules covering operational processes, tools, and compliance expectations.
• Ensure training programs teach, test, and measure adoption and operational consistency.
• Update training materials as workflows, systems, and governance evolve.

3. Process Improvement and SOP Development

• Identify workflow bottlenecks, inconsistencies, and adoption gaps across Implementation processes.
• Analyze insights with CX leadership to determine improvement opportunities.
• Develop, document, and implement SOPs that improve consistency, efficiency, and operational effectiveness.
• Ensure SOPs are practical, usable, and embedded into daily operations.
• Conduct periodic audits to confirm adoption and refine processes as needed.

4. Tools and System Ownership (Wrike, Salesforce, Confluence)

Wrike System Administration and Governance

• Serve as the primary Wrike System Administrator and account owner responsible for platform governance, configuration, and long-term scalability.
• Design and maintain core Wrike structures including workflows, request forms, templates, custom fields, routing logic, dashboards, and permissions.
• Lead end-to-end Wrike change management including requirements gathering, configuration, testing, rollout planning, training updates, and post-launch adoption monitoring.
• Troubleshoot technical issues and partner with Wrike Support for escalations or platform-level questions.
• Ensure overall reliability of CX operational tools that support Implementation workflows.

Cross-System Coordination

• Partner with system owners for Salesforce, Confluence, and other platforms to address enhancements, issues, and change readiness.
• Ensure alignment of process and data across tools and systems.

5. Analytics, KPIs, and Executive Reporting

• Own recurring operational reporting and analytics for CX Operations.
• Design new KPIs, define metric logic, and build initial manual calculations to validate accuracy.
• Troubleshoot data issues and collaborate with Systems or Data teams to correct gaps.
• Produce leadership-ready insights, reports, and recommendations.
• Ensure reporting reflects operational health, adoption, risk, and capacity.

6. Documentation and Knowledge Management

• Own, write, and maintain all documentation for CX operational processes and automated workflows.
• Ensure Confluence content is accurate, up-to-date, and easy to navigate.
• Conduct documentation audits to remove outdated guidance and maintain clarity.

7. Cross-Functional Partnership and Technical Requirements

• Serve as the operational liaison between CX Operations, Implementation teams, Business Systems, Finance, and other internal groups.
• Translate business and process needs into clear technical requirements, user stories, acceptance criteria, and test scenarios.
• Lead or support UAT, post-launch validation, and feedback cycles to ensure successful adoption.
• Handle escalations, ensuring cross-team alignment on priorities and dependencies.

8. Financial Alignment and Revenue Accuracy

• Support operational processes tied to revenue recognition, billing dependencies, credits, scope changes, and milestone tracking.
• Maintain foundational understanding of B2B financial concepts and contract structures.
• Partner with Finance to ensure operational accuracy supports revenue recognition, forecasting, and compliance.
• Ensure Implementation processes do not introduce financial or governance risk.

9. Operational Intake and Roadmap Ownership

• Own the intake process for Implementation Services operational requests.
• Evaluate, prioritize, and track improvement requests based on impact, urgency, and scalability.
• Maintain an operational roadmap balancing immediate issues, medium-term enhancements, and long-term scalability initiatives.
• Provide transparency to stakeholders on priorities, timelines, and tradeoffs.

10. Team and Culture

• Contribute actively to a collaborative and high-performing CX Operations team culture.
• Build strong relationships across CX and cross-functional teams to ensure shared success.
• Model operational excellence, accountability, and continuous improvement.

• 8+ years of experience in CX Operations, Implementation Operations, Business Operations, or a similar operational enablement role (SaaS or technology environments preferred).
• Deep, hands-on experience supporting Implementation teams in an operational capacity.
• Experience designing KPIs and producing executive-ready operational reporting, including metric definition, validation, and ongoing maintenance.
• Demonstrated experience administering and governing a work management platform (Wrike strongly preferred), including workflow design, request form creation, and end-to-end change management.
• Ability to translate business requirements into technical requirements and validate outcomes through UAT and post-launch monitoring.
• Working knowledge of B2B financial and account concepts, with an understanding of how operational actions impact billing, revenue recognition, and forecasting.
• Confident and experienced in presenting to senior and executive leadership, engaging in strategic discussions, advising on operational impacts, and influencing decisions.

Technical Proficiency

Advanced proficiency with:
• Salesforce (operational usage, reporting support, and workflow understanding)
• Wrike or similar work and project management platforms
• Confluence (documentation and knowledge management)

Core Skills

Proven ability to:
• Design, document, and operationalize SOPs
• Build and deliver training programs for operational processes and tools
• Translate complex workflows into clear, usable guidance for end users

Additional Skills

• Strong analytical and problem-solving skills, with the ability to use data to inform decisions.
• Excellent written and verbal communication skills, with the ability to influence without authority.
• Highly organized, self-directed, and comfortable managing multiple concurrent initiatives as an individual contributor.

Nice to Have

• Experience working with dashboards or reports in Power BI or similar tools, focused on consumption and interpretation.
• Familiarity with utilization metrics, capacity planning, or project delivery metrics in professional services or implementation environments.