Senior Analyst/Manager, Voice of Customer

We are looking for a smart, driven individual to join our Business Operations team as a Voice of the Customer Sr. Analyst/Manager to lead our customer experience platform management.  The ideal candidate is a highly analytical individual who will build and manage the strategic roadmap, implementation, and optimization of customer experience platforms and initiatives that ensure best-in-class customer experiences. You’ll work closely with global cross-functional teams to ensure the timely and successful launch of Voice of Customer projects.  You’ll collaborate with these cross-functional teams to identify improvement opportunities, focusing on optimizing the platform to streamline processes and utilizing problem-solving to identify solutions. You'll manage relationships with multiple stakeholders across various departments, while inspiring the organization to listen, understand and act on customer feedback.What’s great about this role?This role reports into the Director of Business Operations and will be the lead for our Customer (VoC) platforms.You’ll be the technical expert and trusted advisor for the enterprise VoC platforms and customer feedback.You’ll manage, maintain, and optimize our Qualtrics platform, including user accounts, permissions, systems configurations, and data flows.You’ll partner with regional VoC teams to build the global platform roadmap and vision for Customer Experience solutions.You’ll provide technical expertise to teams, assisting with advanced survey design, logic, and automation workflows.You’ll continuously optimize the platform and build AI dashboards to support dynamic research and insights needs.You’ll train and guide users on best practices to maximize the value of Qualtrics in delivering actionable insights.You’ll serve as a liaison with Qualtrics support to resolve technical issues.You’ll provide leadership and mentorship on platform management to operations teams and partner with them to optimize surveys to gain customer insights.You’ll monitor system performance and identify areas for improvement to ensure a smooth experience.You’ll manage the implementation for platform features to ensure timely, high-quality delivery aligned with business objectives.You’ll coordinate with external providers to manage platform requirements.You’ll foster a collaborative and high-performance culture within the team.You're our ideal candidate if you [are]:Customer-centric: you want to create solutions that help us improve our customer engagement.Technology-savvy: you enjoy optimizing use of SaaS platforms and supporting non-technical business stakeholders use technology to find solutions and optimize servicesHighly analytical: you can not only come up with an idea (the "what's"), but the "why's", "how's", and "when's", tooalong with the data to back it up!Incredibly detail-oriented: you like digging into how complex things work, and figuring out how to make them betterScrappy: you like rolling up your sleeves and enjoy execution in an entrepreneurial environmentMulti-tasker: you are able to juggle many tasks within a fast-paced, dynamic environment