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Director Strategy & Business Operations Customer Experience

Portland, OR, USA | SurveyMonkey

  • Industry:
    Internet / Online Media
  • Position Type:
  • Functions:
    General Management
    Operations / Production
    Customer Experience & Support
  • Experience:
    7-10 years
Job Description:
54 people have viewed this job

What we're looking for

Reporting to the General Manager of our Customer Experience pillar (the GetFeedback Platform), we are in need of an experienced Director of Strategy and Business Operations to help determine strategic priorities, achieve operational excellence, and foster innovation and growth within the CX business. You will own the process we use to plan, prioritize and execute against a diverse set of projects aimed at solving for the most critical opportunities and challenges GetFeedback faces. Equal parts strategist, consultant and implementer, you will be a trusted advisor to the GM in the daily operations of the team, in developing a compelling thought leadership position for GetFeedback, and in ensuring we maximize the time investment of executive leaders by aligning them to our most impactful customer programs.

You will

Organize, coordinate and program manage the execution of strategic initiatives, delivery of new programs and resolution of issues in the CX pillar

Develop the Go to Market strategy for the GetFeedback CX Platform together with sales and marketing

Lead complex strategic and operational projects with cross-functional partners; drive to implementation and delivery of results.

Be an advisor to the GM and senior management team, maintaining a detailed understanding of current challenges and industry trends

Participate in regular meetings with HR, Finance, Sales Ops, Legal and other cross-functional teams to support the GM in addressing issues, building plans and delivering programs

Assess operational health via barometers, dashboards and scorecards that measure objectives and key results (OKRs) and key performance indicators (KPIs). Identify patterns and trends in both related and disparate data points. Brief the GM on findings, insights and recommendation

Support the GM in developing a public voice using social media channels and identifying public speaking opportunities

Establish strong relationships and partnerships across the enterprise. Lean on these partnerships to glean organizational insights and where necessary, mitigate risks to the success of our programs

You have

5+ years executive level engagement

8+ years experience in a strategy, business operations or program management role

Experience developing executive-level communications

Ability to collaborate with and influence across a variety of cross-functional stakeholders

Experience using data, CRM and reporting tools to guide decision-making

MBA or equivalent career experience

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