Role Description: 

If you're passionate about data and innovating the customer experience then we want to hear from you.  As part of the Customer Experience Strategy team the Manager - Venmo Customer Experience Systems and Analytics, you will lead a small team who oversees reporting, analytics, and the administration of the internal tools that our Customer Service Teammates use every day.  This important role will be focused on building great reporting to help us analyze the customer experience through product success as well as Support processes.  Experience working with SQL, Looker, IVR/ACD phone systems, Customer Relationship Management (CRM) ticketing tools, and other systems is critical.  We're looking for a highly organized go-getter who wants to improve processes for our teammate.  Day-to-day roles include reporting, analytics, oversight of internal tools, project management, while helping our amazing teammates be successful as they delight our customers. 

• Team leadership  
  • Lead a small team of analysts  to deliver customer experience and voice of the customer insights across the Venmo business  

• IVR / ACD phone system 
  • Design, document, test, implement and maintain call routing and IVR configuration, business routing logic and strategies for multiple business units across multiple locations 
  • Coordinate efforts of internal departments and vendors to ensure proper call routing, IVR and data 
  • Conduct requirement gathering sessions with all teams to understand IVR requirements  
  • Document business requirements, use cases and call flows 
  • Manage the Five9.com system on a daily basis and produce consistent reports for management 
  • Troubleshoot phone system with teammates experiencing problems 
  • Explore opportunities to expand on the existing call platform using automation/integration 
  • Create and implement new campaigns as required by the business 

• Reporting  
  • Work with the Data Team to create and manage reporting dashboards 
  • Perform CRM and phone system data mining, reporting, and administration 
  • Develop productivity metrics to measure all aspects of our Support center 
  • Construct balanced agent scorecards to measure teammate success and progress 
  • Analyze data to help provide feedback to Product and Engineering teams  

• Process improvement 
  • Collaborate with internal departments to develop a deep understanding of their needs pertaining to CRM and phone solutions  
  • Partner with business and technical teams to specify requirements, develop use cases, and implement new processes and solutions to enable efficient business operations and provide a superior customer experience 
  • Provide business process and strategic support of customer service solutions, including CRM, website FAQs, contact web form, interactive voice response 
  • Manage the development of web projects to provide increasing options for self-service functionality 
  • Subject matter expert for multiple internal solutions 

Requirements:  

• Must be a self-starter 
• Strong SQL skills required  
• Experience with data-discovery tools such as Looker, Tableau, Microstrategy 
• Experience developing metrics, modeling, and trend forecasting 
• Ability to quickly acquire news skills and learn new technologies 
• Knowledge of databases and various programming languages  
• Experience working with IVR / ACD phone systems (i.e. Five9.com)  
• Experience working with CRM systems (i.e.  Zendesk, Salesforce, etc.) 
• Bachelor's degree or equivalent work experience  
• Have a keen interest in technology 
• Project management experience with amazing written and verbal communication skills 
• Flexibility with work hours including some weekends, holidays, and nights  
• Someone who possesses infinite patience and devotion to those she/he assists 
• Expert level user of IVR/ACD, CRM tools – you are often referred to as a “power user” 
• Ability to quickly adapt to rapid change and a fast paced atmosphere 
• A minimum of five (5) years of experience in call center processes, technology, and workflow 
• Basic understanding of networking environments (LAN, WAN, MPLS, etc), connectivity/configuration/management