Senior Manager, Operational Excellence (Voice of Customer)

Who you are

You have a strong background in operations management, with at least 5 years of experience in a similar role. Your expertise lies in analyzing customer feedback and translating insights into actionable improvements. You are skilled in collaborating with cross-functional teams to drive user experience initiatives and ensure alignment on priorities. You possess excellent communication skills, enabling you to present findings and recommendations effectively to stakeholders. You are data-driven and have a keen eye for detail, allowing you to identify trends and opportunities for enhancement in user experience.

Desirable

Experience in the crypto or fintech industry is a plus, as it gives you a deeper understanding of the unique challenges and opportunities in this space. Familiarity with data analysis tools and methodologies will help you excel in this role. A background in customer experience management or user research will also be beneficial.

What you'll do

As the Senior Manager of Operational Excellence, you will lead the Voice of Customer team, focusing on improving user experience through data analysis and customer feedback. You will collaborate closely with data analysts to establish effective analysis frameworks that identify key insights from customer interactions. Your role will involve creating in-depth insight reports that inform product and operational teams about user experience priorities. You will facilitate initiatives aimed at enhancing customer satisfaction and engagement, ensuring that all teams are aligned on the actions needed to achieve these goals. You will also monitor the effectiveness of implemented changes and iterate on strategies based on ongoing feedback and data.

What we offer

At OKX, you will be part of a dynamic team that values collaboration and innovation. We offer a competitive salary and benefits package, along with opportunities for professional growth and development. You will work in a supportive environment that encourages you to take ownership of your projects and make a meaningful impact on the user experience. Join us in reshaping the future of crypto and contributing to a diverse and inclusive workplace culture.