Vertisystem (A MOURI Tech Company) · 15 hours ago
Customer Experience Manager
New York, United States
Contract
Hybrid
Entry Level
$50/hr - $54/hr
1+ years expVertisystem is a company focused on enhancing global customer experience, and they are seeking a Launch Readiness Specialist Contractor to join their Global Customer Experience team. This role involves supporting global launches, driving collaboration across teams, and ensuring readiness for customer experiences while identifying opportunities for improvement.
Cloud ComputingHuman ResourcesInformation TechnologyStaffing Agency
Hiring Manager
Azhar Khan
Responsibilities
Act as the liaison across CX and cross-functional teams involved in global programs, enabling CX to operate efficiently at scale through process optimization, strategic initiative support, and onboarding of collaboration tools
Build and maintain strong working relationships with internal teams including Global Customer Support, Product, Engineering, Marketing, Program Management, Legal, Operations, and Corporate Communications—with potential expansion to external partners
Support standard CX launch preparation activities, including product releases, regional launches, partner integrations, and promotional campaigns
Understand the end-to-end customer experience for a launch, with the ability to translate this understanding into support material preparation. This includes what external partners need to know to prepare for a launch to what customers will ask when they experience the launch
Development and continuous evolution of global CX launch readiness processes, including frameworks, roles and responsibilities across CX pillars, stakeholder engagement models, tooling needs, and performance measurement
Implement ongoing quality assessment programs to monitor and evaluate customer support agent performance, leveraging live and recorded interactions to ensure accuracy and identify coaching opportunities
Conduct customer feedback analysis as part of quality assurance efforts, identifying trends and opportunities to improve customer interactions and operational effectiveness
Monitor and optimize key customer journeys, identifying areas for innovation and improvement from pre-launch through post-launch support
Collaborate with the Instructional Design team to ensure training materials are current, accurate, and aligned with product updates and customer handling best practices
Qualification
Required
Bachelor's degree in business, Analytics, Communications, or a related field—or demonstrated strength in these disciplines
1-2 years of experience in Program Management, Project Management, Customer Success, Marketing, or a related field, preferably within a media or entertainment company
Proven ability to lead and manage multiple concurrent initiatives of varying complexity and priority
Strong background in customer success, program/project management, marketing/communications, and business/analytical disciplines
Experience working with global customer support organizations and cross-functional teams across regions
Demonstrated success owning relationships and leading partnership efforts with external partners and clients
Strong understanding of agile development, CI/CD pipelines, and release management tools (e.g., Jira, Confluence, Git)
Excellent communication and stakeholder management skills, with the ability to influence and inspire cross-functional teams
Experience implementing quality assurance programs and analyzing customer feedback to inform operational improvements
Ability to adapt working hours to meet global business needs, with flexibility to travel as required
Company
Vertisystem (A MOURI Tech Company)
Vertisystem, now part of Mouri Tech Company, is a leading provider of Cloud Technology and Staffing solutions.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2024-06-10Acquired
Leadership Team
Rakesh Sadhwani
CEO and President
Company data provided by crunchbase