BlueCat

CX Operations Coordinator

BlueCat

full-time

Posted on:

Location Type: Hybrid

Location: Belgrade • Serbia

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About the role

  • Partner with CS leadership to map current workflows, identify friction points, and recommend improvements that increase efficiency, enablement, and clarity.
  • Develop, document, and maintain standardized processes, playbooks, and operating procedures across CS roles.
  • Support the rollout and adoption of new systems, tools, and process changes, ensuring teams understand the “why,” “how,” and expected outcomes.
  • Monitor process effectiveness, gather feedback, and iterate to drive continuous improvement.
  • Own and optimize the onboarding process for all CS roles, ensuring new hires understand tools, workflows, expectations, and success criteria.
  • Coordinate learning pathways, role-specific ramp plans, and ongoing enablement in partnership with CS Leaders and L&D.
  • Facilitate the development of training, updates, and communication to ensure teams stay aligned on evolving tools and processes.
  • Maintain accurate onboarding materials, guides, and documentation that reflect current CS practices.
  • Drive initiatives mapped with end-to-end Employee Journey and focus on the improvements of detected pain points.
  • Support key CS-wide initiatives such as new tool launches, process redesigns, cross-team workflows, efficiency programs, and internal communications.
  • Coordinate CX-related initiatives, events, and other engagement activities that impact CS.
  • Assist with planning and facilitating CS offsites, all-hands, and collaboration sessions to improve alignment and team cohesion.
  • Act as a process connector between CS and teams such as Sales, Marketing, Product, Support, and Operations.
  • Ensure cross-functional workflows are clearly defined, documented, and consistently followed.
  • Help ensure that CS feedback and operational insights inform broader company programs and process decisions.

Requirements

  • 3+ years in Customer Success Operations, Enablement, CX, Program Management, or a similar operational role.
  • Strong understanding of CS processes, team structures, and tool ecosystems.
  • Excellent process-mapping and organizational skills; ability to bring clarity to undefined or evolving areas.
  • Experience rolling out new tools, systems, or operational workflows.
  • Strong communication skills with the ability to present process changes in a clear and actionable way.
  • Prior experience enabling customer-facing teams and aligning cross-functional stakeholders.
Benefits
  • A Professional Development Budget
  • Dedicated Wellness Days and Wellness Week
  • A Lifestyle Spending Account
  • An Employee Recognition Program
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
process mappingworkflow optimizationonboarding process managementtraining developmentdocumentation maintenancecontinuous improvementtool rolloutoperational workflowscross-functional alignmentcustomer success processes
Soft Skills
organizational skillscommunication skillscollaborationfacilitationproblem-solvingfeedback gatheringteam cohesionclarity in presentationadaptabilitystakeholder alignment