CX Operational Excellence Manager

il y a 10 heures

MACasablanca Morocco Boulevard Al Quods beBeeOperational Temps plein

Job Title: CX Operations Lead

About the Role:

We are seeking a highly skilled and experienced CX Operations Lead to join our team. In this role, you will be responsible for leading the operational execution of global listening programs.

Key Responsibilities:
  • Manage Listening Program Operations (VoC, VoP, VoE): Administer and execute survey deployments, feedback routing, and tagging logic across all listening programs.
  • System & Platform Ownership: Configure and maintain VoC platforms such as Qualtrics or Medallia, including survey logic, user permissions, and system health.
  • Data Quality, Tagging, & Governance: Ensure all feedback data is clean, properly segmented, and mapped for downstream reporting.
  • Business System Integration: Work with IT and data teams to integrate feedback into systems like Salesforce, Oracle, or Power BI.
  • Reporting Support & Insight Distribution: Maintain dashboards and operational reporting to support functional teams in accessing relevant insights.
  • Internal Collaboration & Enablement: Partner with product, UX, support, and marketing teams to align feedback operations to business needs.
Requirements:
  • 4-6 years of experience in CX operations, systems administration, business operations, or digital tools support.
  • Hands-on experience managing listening tools such as Qualtrics, Medallia, or equivalent platforms.
  • Strong understanding of feedback data governance, standardization, and tagging.
  • Experience working with system integrations and data flows between platforms (e.g., CRM, ERP, BI tools).
  • Proficient in Excel and comfortable supporting reporting and data QA processes.
  • Excellent attention to detail, organizational skills, and documentation practices.
  • Strong communication and cross-functional coordination skills.
  • Business fluency in English at least on C1 level.
What We Offer:
  • Full Permanent contract.
  • Social advantage: CNSS, CIMR, Health insurance.
  • Very good working atmosphere in a team of passionate collaborators.
  • Work culture where you can make an impact.
  • Working within an international organization recognized worldwide in its sector.
Join Our Team:

We are committed to creating an inclusive and diverse working environment by providing equal employment opportunities for all qualified persons.

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