Customer Experience Growth Manager

SendBird

San Mateo, CA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 04/28/2021
  • Website: sendbird.com
  • Company Address: 400 1st Avenue, San Mateo, San Mateo, CA, 94401

About SendBird

At Sendbird, we are building the most scalable and powerful chat API in the world. We have customers from over 150 countries around the world serving a truly wide-range of use cases across communities, marketplaces, on-demand services, games, and e-commerce.

Job Description

Founded in 2013, Sendbird is the leading user engagement platform trusted by modern digital apps like Reddit, Delivery Hero, Dream 11, Carousell, Teladoc, and Hinge . We allow any app (or Website) to quickly and easily embed rich real-time chat, voice, and video experiences into their app to building connections with users and between users. This could be connecting drivers and consumers in a timely fashion to reduce cancellations for a delivery app, helping buyers get their questions answered from sellers to increase transactions in a digital marketplace, or increasing engagement between users in an online community. The platform has over 150M MAUs from over 50 countries operating in industries ranging from marketplaces, ride sharing and online communities to gaming, live video streaming and healthcare.

The company is headquartered in San Mateo, CA with additional offices in; New York, Seoul, London, Seoul, Singapore and Bengaluru and has raised over $220M from leading investors, including: ICONIQ Capital, STEADFAST Capital Ventures, Tiger Global Management, Shasta Ventures, Softbank Vision Fund 2, and Y Combinator.

www.sendbird.com

This is a new senior role  that reflects our focus in the area of CX. This individual will take guidance from leadership on broad areas of focus as well as project manage specific projects for both short and long term customer growth. This individual will be responsible to initiate, drive and successfully deliver on key strategic quality projects based on proven CX methodologies and frameworks. This individual will also be considered as a leader with vision and advocate for CX philosophies and frameworks. 

WHO YOU ARE

  • Customer experience professional highly developed in the following CX proficiencies; Customer experience Strategy Experience Design & improvement, Metrics Measurement & ROI, Organizational adoption & accountability, VoC Customer Insights, & understanding Customer Centric Culture
  • You understand and can teach CX methods and tools (e.g. NPS, CES, closed-loop systems, journey mapping)
  • Acting independently and as a top-level contributor in resolving project strategy, scope, and direction
  • Facilitating cross-functional team discussions is something that you have no fear of, including well-developed negotiation skills and providing direction while not having direct authority.

WHAT YOU WILL DO

  • Work with the Director and Senior Manager of Customer Experience to implement the CX roadmap, strategy and communication plan.
  • Creative use of technology and alternative approaches to enhance and improve current state processes and methodologies.
  • Effectively executes research design components such as questionnaire writing, research execution and report creation.
  • Collect customer experience data through quantitative and qualitative methods.
  • Conduct and/or partner on consumer studies and present findings that will inform improvements in customer experience.
  • Data analysis and investigation to find trends.

EXPERIENCE AND SKILLS

  • Minimum 5 years project management background in a contact center or customer facing environment: planning, prioritization, project communication, issue resolution, change management, and risk management
  • 3-5 years experience managing large, cross-functional support initiatives, with an emphasis on customer experience and quality
  • Strong analytical problem solver with an organized approach to developing influential business cases for new ideas
  • Ability to understand business needs and conceptualize and implement processes and procedures
  • that support business strategies.
  • Demonstrated superior judgment and analytical abilities to analyze programs needs and identify corrective action.
  • Ability to lead initiatives and gain stakeholder consensus across multiple brands and departments.

Finally, there is no such thing as a perfect candidate. SendBird is a place where everyone can learn and grow. We encourage you to apply if this role excites you.

At Sendbird, one of our core values is Global Citizenship. We respect, promote, and encourage diversity for equal employment opportunities. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal state, or local law.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.