Customer Experience Operations Manager

Anonymous Employer

Customer Service & Support

IT & Telecoms KSh Confidential
2 weeks ago

Job Summary

Support goal setting and tracking Objectives and Key Results (OKRs); ensure strategic alignment with overall company vision

  • Minimum Qualification:Bachelor
  • Experience Level:Mid level
  • Experience Length:2 years

Job Description/Requirements

About Herrmann:

We’re a fast-growing, 100% remote global HR/Learning technology company that enables teams to become more than the sum of their parts. We’re democratizing powerful tools from cognitive science across entire organizations, creating a common language to make people more productive, engaged, and successful at work.

Herrmann works with world-changing organizations from the Fortune 500 to NGOs to fast-growing startups, including Pfizer, PWC, EY, Amazon, Microsoft, Coca-Cola, Blackrock, Netflix, Webflow, and UNICEF. Over 40 years, nearly millions of people at >95% of the Fortune 100 have used our products and services to improve their team and organizational effectiveness.

You’ll own:

  • Support goal setting and tracking Objectives and Key Results (OKRs); ensure strategic alignment with overall company vision
  • Enable efficiency by managing metrics and data analysis
  • Developing new and streamlining existing processes including creating and maintaining documentation, workflows, resources and best practices to ensure the team works effectively and efficiently
  • Manage the tech stack to create a friction free, productive customer experience and document process and best practices
  • Ownership of ChurnZero client success software and Zendesk ticketing system
  • Cross functional communication & collaboration – working closely with all functional teams to improve the customer experience and identify areas of improvement
  • Manage documentation and training materials for onboarding new team members
  • Strategic mind behind automation tools and integrations for team

What we need (Desired Skills):

  • Exceptional communication skills (both written and verbal). Can succinctly and clearly communicate, and are able to produce documents and presentations that are ready for leadership review
  • Strong interpersonal skills and proven ability to work seamlessly with a variety for personalities and functional disciplines
  • 3-5 years experience working in an Operations function for Customer Success or Customer Service with applied knowledge of customer service and customer success best practices
  • Experience with Zendesk and ChurnZero preferred
  • Ability to thrive in a fast paced, agile environment where goals, projects and processes are constantly changing
  • Experience with Pendo, HubSpot, Miro and Asana is a plus
  • Self-starter attitude with the ability to rapidly build rapport and trust across business functions
  • Excellent organization & prioritization skills as well as the capacity to self direct
  • Knowledge of general business software and aptitude for learning new applications
  • General knowledge of and/or experience with G Suite, Slack, Asana and Zoom
  • Knowledge of and general experience with change management


  • Bachelor’s degree or equivalent in project management, operations management or business administration
  • Project management certification a plus

Compensation & Career Development:

Your compensation package at Herrmann will be designed to generously incentivize your contributions to the growth of the business:

  • Competitive base not tied to your location – wherever you want to live in the US, you’ll be paid the same (and without the cost of a commute!)
  • Participation in our skin in the game employee ownership program
  • Free product to use with friends, family, and causes you care about
  • Professional development opportunities including a personal learning & development budget
  • 50% home internet and mobile phone reimbursement
  • Unlimited PTO
  • Subsidized, competitive healthcare package and generous parental leave policies
  • 401K Matching up to 3% of salary

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