обновлено 5 дней назад
Staff CX Service Enablement (Fintech)
9 975 - 14 667$
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Staff CX Service Enablement (Fintech): Designing and optimizing service processes and workflows to power customer experience at scale with an accent on end-to-end process strategy and cross-functional improvement. Focus on translating operational complexity into streamlined outcomes and evaluating AI-powered contact center tools.
Location: United States; remote-first
Salary: $119,700–$176,000 USD annually, depending on geographic zone and experience.
Company
is a fintech company building financial automation tools that help businesses streamline payments, spending, and operational processes.
What you will do
- Own the end-to-end design, documentation, governance, and continuous improvement of customer experience workflows across service channels.
- Lead process improvement initiatives by analyzing current-state workflows, identifying friction points, and defining measurable future-state processes.
- Serve as the process design authority for Salesforce Service Cloud, Five9, Amazon Connect, MaestroQA, Calabrio, and related CX systems.
- Partner with CX leadership, IT BizTech, analytics, workforce management, and enterprise risk teams to convert business requirements into enablement solutions.
- Create SOPs, playbooks, decision frameworks, and agent-facing knowledge content while defining KPIs for process effectiveness and tool adoption.
- Lead change management, evaluate AI-powered contact center technologies, and mentor junior Service Enablement team members.
Requirements
- 7+ years of experience in service operations, process design, CX enablement, or business systems analysis within SaaS or fintech.
- Deep experience connecting CRM and contact center platform capabilities to process strategy.
- Experience leading complex cross-functional process improvement initiatives from discovery through implementation and measurement.
- Strong analytical skills with Tableau, Excel, and Google Sheets, plus experience building business cases and quantifying operational impact.
- Experience creating SOPs, workflow diagrams, business requirements documents, and agent-facing knowledge content.
- Must be authorized to work in the United States without requiring visa sponsorship now or in the future.
Nice to have
- Experience in fintech, payments, or financial services supporting SMB customers.
- Lean Six Sigma, BPM, or similar process improvement certification.
- Experience with AI-powered contact center tools, automation strategy, UAT, or enablement programs combining documentation with training.
Culture & Benefits
- Remote-first work environment with office spaces in San Jose, California, and Draper, Utah, plus opportunities for in-person collaboration.
- Medical, dental, and vision coverage, including HMO, PPO, and HDHP options.
- HSA and FSA accounts, life insurance, disability coverage, and an employee assistance program.
- Observed holidays, wellness days, flexible time off, wellness initiatives, and an employee stock purchase program.
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