A Software Development house based in Johannesburg North has a vacancy available for a Client Experience Operations Manager / CX Operations Manager who will be responsible for overseeing the operational aspects of the client experience, primarily onboarding and service.

This role focuses on building and optimizing processes that enhance the overall client journey, ensure high client satisfaction, and drive retention. The CX Ops Manager works cross-functionally to implement strategies, lead teams, and embed a culture of service excellence and continuous improvement.

This is a permanent in-house role with medical aid, provident fund, group life, SDL, hybrid working model, etc. 

Key Responsibilities:

● Lead Client Onboarding and Client Service Teams, manage and develop the teams responsible for delivering high-quality onboarding and ongoing support experiences for all clients.

● Client Journey Mapping & Process Documentation Map, document, and optimize client journeys across onboarding and service functions.

● Streamline & Optimise Client Operations Drive process digitization, automation, and AI-powered optimization to enhance efficiency and reduce cost - while maintaining a seamless, high-quality client experience.

● Technology & Systems Alignment Lead the implementation of tools and systems that drive seamless experiences.

● Develop & Implement SOPs Standardise procedures to ensure consistent and high-quality service delivery.

● Monitor & Manage Key CX Metrics Track performance metrics such as NPS, CSAT, and churn, taking corrective actions as needed.

● Drive Client Retention & Satisfaction Embed processes and initiatives to retain clients for life, reducing churn proactively.

● Client Issue Resolution & Backlog Management Own the triaging and resolution of client issues and product cases, ensuring they are accurately tracked, prioritized, and resolved efficiently. Maintain an up-to-date operations backlog to support continuous improvement, while driving a collaborative, client-focused approach to escalations and issue resolution.

● Client Feedback & Improvement Loops Implement systems to gather, analyze, and act on client feedback across all touchpoints.

● Cross-functional Collaboration Partner with internal teams such as Sales, Marketing, Product, Digital, and Training to drive CX initiatives and maintain service-level excellence.

● Team Leadership Inspire, coach, and develop team leads and their teams for peak performance and growth.