Avp, Client Experience Operations

TL;DR

AVP, Client Experience Operations: Optimizing call center ticket management and telephony systems with an accent on identifying areas of efficiency and elimination. Focus on leading omnichannel transformation initiatives, introducing automation, self-service tools, and AI capabilities that improve resolution rates and reduce contact volume.

Location: New York, United States

Salary: $100,000-$120,000

Company

Sotheby’s is the world’s premier destination for art and luxury, promoting access to and ownership of exceptional art and luxury objects through auctions and buy-now channels.

What you will do

• Own and optimize call center ticket management and telephony systems.
• Assist and collaborate in creation of standard operating procedures, focusing on identifying areas of efficiency and elimination.
• Develop and maintain performance dashboards and real-time reporting frameworks for internal and vendor teams.
• Lead omnichannel transformation initiatives, introducing automation, self-service tools, and AI capabilities that improve resolution rates and reduce contact volume.
• Own end-to-end workforce and headcount strategy, including capacity plans and scheduling.
• Manage CX technology integrations and vendor-led process improvements using structured project plans and agile sprints.

Requirements

• 5-7 years of experience in client experience and/or auction operations.
• Exceptional communication, organizational, interpersonal, and relationship-building skills.
• Confidence and professionalism when presenting to groups or leading discussions.
• Advanced proficiency in Microsoft Excel (formulas, charts, data analysis).
• Proficiency with Microsoft Word, Outlook, Google Workspace, and related tools.
• Prior people leadership experience.

Culture & Benefits

• Competitive benefits package.
• The Company is an equal opportunity employer.