CX Operations Specialist
Lumin Digital
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $105,000 - $120,000 per year
Job Level
Mid-LevelSenior
About the role
- Ensure the smooth and efficient execution of operations across Lumin Digital’s delivery organization.
- Drive operational excellence through data accuracy, process improvement, and cross-team coordination.
- Manage and maintain delivery operations data, ensuring accuracy and consistency across systems, tools, and reports.
- Track and monitor professional services requests and delivery progress against defined timelines.
- Manage and execute change order processing within the Delivery organization, coordinating with Legal and other teams as required.
- Perform accurate and timely data entry of client information into the CRM system.
- Develop and refine processes, templates, and documentation to support standardized execution of delivery.
- Coordinate cross-functional workflows between Professional Services, Technical Delivery, and Client Experience teams.
- Identify and implement process improvements that enhance operational efficiency and strengthen client outcomes.
- Prepare, analyze, and distribute delivery performance reports for internal leadership and investor audiences.
- Maintain compliance with internal standards and data governance practices to ensure integrity and accountability.
- Perform other duties and special projects as assigned.
Requirements
- Bachelor’s degree in Business, Finance, Accounting, Economics, Operations Management, or a related field preferred.
- Three (3) years of experience in an operations, project coordination, or business analyst role, preferably within a SaaS, fintech, or digital banking environment.
- Demonstrated experience supporting delivery or client success teams through process and data management.
- Proven track record of driving operational efficiency and improving cross-team collaboration.
- Strong interpersonal skills with a natural ability to build trust and rapport across teams.
- Excellent written and verbal communication skills, with clarity, professionalism, and empathy.
- Highly organized and detail-oriented; able to manage multiple priorities and meet deadlines in a fast-paced environment.
- Proficiency with CRM systems (e.g., HubSpot) and collaboration platforms (e.g., Google Workspace, Zoom, Jira).
- Analytical mindset with the ability to interpret data and translate findings into process improvements.
- Collaborative and resourceful, with a commitment to service excellence and continuous improvement in a dynamic, fast-paced environment.
- Commitment to client satisfaction, service excellence, and proactive issue resolution.
- Background in fintech, digital banking, or client-facing SaaS is a plus.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data managementprocess improvementdata entryreport analysischange order processingoperational efficiencycross-team coordinationdelivery performance reportingclient success supportproject coordination
Soft skills
interpersonal skillscommunication skillsorganizational skillsdetail-orientedability to manage multiple prioritiestrust buildingcollaborationresourcefulnesscommitment to service excellenceproactive issue resolution