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 Qualified Services teams to maximize system capabilities and improve service delivery.
Plan and drive implementation of current tools, features, and enhancements, ensuring successful rollout,adoption and integration.
Manage vendor relationships and evaluate new technologies, including AI-driven solutions.

Operational Excellence & Enablement
Identify prospects 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 Mumbai
🏢 Hootsuite
📍 Mumbai