WHAT YOU'LL DO:
Customer Experience Systems Administration & Ownership
- Own, manage, and optimize system configurations, including workflows, automation, business rules, integrations, and reporting.
- Ensure systems are accurately configured, integrated, and aligned to enable customer engagement strategies and operational processes.
- Provide advanced system support and troubleshooting, proactively resolving issues to minimize disruption and ensure continuity for Customer-facing teams.
- Monitor system performance, conduct regular audits, and implement enhancements to maintain scalability, reliability and best-in-class system operations

Workflow Design, Automation & AI Enablement
- Design and implement end-to-end workflows across the customer lifecycle, ensuring seamless handoffs between teams and systems.
- Drive AI and automation initiatives, including predictive health scoring, intelligent triggers, and workflow automation to improve customer engagement and team efficiency.
- Identify and implement process improvements,



leveraging automation and system enhancements to reduce manual work and optimize performance.
- Partner with cross-functional stakeholders to gather requirements, evaluate impact, and deliver scalable system solutions.
- Collaborate with Customer Success, Support, and Professional Services teams to maximize system capabilities and improve service delivery.
- Plan and drive implementation of new tools, features, and enhancements, ensuring successful rollout,adoption and integration.
- Manage vendor relationships and evaluate current technologies, including AI-driven solutions.

Operational Excellence & Enablement
- Identify opportunities to continuously improve processes, workflows, and system usage across the Customer Office.
- Act as a trusted advisor and systems expert, providing guidance, training, and best practices to internal teams.
- Support change management and enablement to ensure effective adoption of tools and processes. Perform other re

📌 Customer Experience Operations Manager (Pune)
🏢 Hootsuite
📍 Pune