Associate Test Engineer
Navy Federal Credit Union
Manager, Data and CX Operations
Vector Solutions
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $105,000 - $115,000 per year
Job Level
Mid-LevelSenior
About the role
- Partner with the Director to operationalize and refine the customer lifecycle journey (onboarding, adoption, support, renewal, expansion)
- Architect workflows that promote scalability and consistency across CX functions (e.g., onboarding playbooks, escalation processes, proactive outreach frameworks)
- Identify opportunities for automation and self-service to reduce friction and improve customer satisfaction
- Own the design and delivery of advanced reporting, dashboards, and predictive analytics that provide visibility into customer health, churn risk, and expansion opportunities
- Develop actionable insights that inform strategies for retention, expansion, and advocacy
- Champion data governance best practices to ensure quality, accuracy, and usability of customer data
- Serve as subject matter expert on CX technologies including Salesforce, ChurnZero, Zendesk, and related tools
- Lead optimization and administration of these platforms to ensure alignment with evolving CX strategy
- Partner with IT and RevOps to integrate CX systems with sales and marketing technologies
- Collaborate with stakeholders across CX, Sales, Marketing, Enablement, and Product to align initiatives and drive execution
- Mentor and coach team members across Customer Operations, sharing best practices and guiding professional growth
- Influence without authority, driving adoption of CX processes and frameworks across multiple departments
Requirements
- 6+ years of experience in Customer Experience, Operations, or Strategy roles, with increasing responsibility
- Bachelor’s degree in Business, Operations, Marketing, or related field (Master’s degree a plus)
- Proven experience in customer experience operations or business strategy in a SaaS or technology environment
- Deep expertise in CX systems (Salesforce, Zendesk, ChurnZero, Gainsight, or similar)
- Advanced analytical and problem-solving skills with the ability to translate data into actionable strategies
- Strong program management skills with a history of leading cross-functional initiatives to successful outcomes
- Excellent communication and collaboration abilities, with experience influencing stakeholders at all levels
- Highly adaptable, able to navigate ambiguity and shifting priorities in a fast-paced environment
Benefits
- Friendly, open, and casual work environment
- Comprehensive benefits package effective the first of the month after hire
- Matching 401(k) retirement plan
- Healthy work-life balance with flexible work arrangements and generous time off
- Generous referral incentive program
- Tuition Reimbursement Program
- Pet Insurance
- OnePass Gym/Wellness Discount Program
- Calm Health-Employee Membership
- Company social events
- Employee Resource Groups
- Philanthropic opportunities
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer experience operationsbusiness strategydata governancepredictive analyticsreportingautomationself-serviceprogram managementanalytical skillsproblem-solving
Soft skills
communicationcollaborationinfluencingmentoringcoachingadaptabilityleadershipstakeholder engagementcross-functional collaborationstrategic thinking
Certifications
Bachelor’s degree in BusinessBachelor’s degree in OperationsBachelor’s degree in MarketingMaster’s degree (preferred)
