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Manager - Professional Services Operations

Zenoti

Zenoti

Sales & Business Development, Operations
Hyderabad, Telangana, India
Posted on Wednesday, July 3, 2024

Zenoti provides an all-in-one, cloud-based software solution for the beauty and wellness industry. Our solution allows users to seamlessly manage every aspect of the business in a comprehensive mobile solution: online appointment bookings, POS, CRM, employee management, inventory management, built-in marketing programs and more. Zenoti helps clients streamline their systems and reduce costs, while simultaneously improving customer retention and spending. Our platform is engineered for reliability and scale and harnesses the power of enterprise-level technology for businesses of all sizes.

Zenoti powers more than 30,000 salons, spas, medspas and fitness studios in over 50 countries. This includes a vast portfolio of global brands, such as European Wax Center, Hand & Stone, Massage Heights, Rush Hair & Beauty, Sono Bello, Profile by Sanford, Hair Cuttery, CorePower Yoga and TONI&GUY.

Our recent accomplishments include surpassing a $1 billion unicorn valuation, being named Next Tech Titan by GeekWire, raising an $80 million investment from TPG, ranking as the 316th fastest-growing company in North America on Deloitte’s 2020 Technology Fast 500™ and unveiling a new brand video. We are also proud to be recognized as a Great Place to Work-CertifiedTM for 2021-2022 as this reaffirms our commitment to empowering people to feel good and find their greatness.

To learn more about Zenoti visit: https://www.zenoti.com.

What’s the opportunity?

As part of the CX Operations team you would be entrusted the responsibility of collaborating with the business leaders and the project teams to track key performance metrics as we strive for effortless onboarding of our customers while enhancing the customer experience. You will be playing a pivotal role in maintain the drum beat of project cadence and focus on quality by leveraging the vast data available across multiple systems.

Requirements

What will I be doing?

  • · Mapping of processes and tools to deploy solutions and measure improvements
  • · Identify gaps in process implementation and recommend solutions to ensure a seamless customer experience
  • · Utilize data analytics and performance metrics to identify areas for improvement and track the impact of continuous improvement initiatives
  • · Process Documentation and updating existing SOPs
  • · Help develop and maintain key performance indicators (KPIs) to measure success and drive data-driven decision-making
  • · Work with the data and insights team to translate the Business Unit’s reporting requirements onto PowerBi dashboards
  • What skills do I need?
  • · 8+ years in Customer Support Operations or similar roles
  • · Ability to set strategy, creativity, and management skills to deliver on that strategy
  • · Certified Lean Six Sigma Green Belt (or higher)/ equivalent process improvement methodology certification/ MBA in Operations with working knowledge of Lean Six Sigma
  • · Ability to lead and influence others
  • · Ability to work with and influence stakeholders at senior levels of the organization
  • · Compelling communication skills

Desirable Requirements:

  • · Experience of working in a customer-facing role in the Customer Support team
  • · Project Management experience
  • · Working Knowledge of PowerBi
  • · Exposure to Intercom/Zendesk

Zenoti provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.