At a Glance
- Tasks: Lead customer experience initiatives and drive product adoption for a dynamic tech company.
- Company: Join Aptem, a pioneer in innovative technology solutions for education and training.
- Benefits: Enjoy 27 days holiday, paid volunteering leave, and a learning budget.
- Other info: Flexible work environment with opportunities for professional growth and regular social events.
- Why this job: Make a real impact on customer success while working remotely with a vibrant team.
- Qualifications: Experience in SaaS or EdTech, strong analytical skills, and a customer-centric mindset.
The predicted salary is between 36000 - 60000 £ per year.
Join to apply for the Customer Experience Operations Manager role at Aptem
This role is remote-based (UK) with regular travel to our London office. Some additional travel is required for workshops, strategic initiatives, team away days, and other initiatives as necessary. Co-located work is estimated to average approximately 1-2 days per month.
Applications will be assessed by our team, with successful candidates at the initial assessment stage invited to interview in mid-September.
Overview
As a Customer Experience (CX) Operations Manager, you’ll play a key role in ensuring the smooth and effective operation of Aptem’s post-sales teams. Reporting to the VP Customer Experience, you’ll work closely with department heads across Implementation, Customer Success, and Support, as well as cross-functionally in the business, to drive continual improvement in the performance of the customer-facing teams at Aptem. The CX Operations Manager plays a vital role in the success of Aptem’s customers and the efficiency of the teams that ensure their success.
Responsibilities
- Drive Product Adoption: Analyse the causes of poor product adoption, and work cross-functionally to drive initiatives to improve adoption amongst Aptem’s customers.
- Management of CX Technology and Toolset: Administer and configure the tools used across CX functions to support performance; identify and drive automation opportunities; understand tool capabilities and maximise usage; create and refine AI prompts to streamline CX team workflows; stay informed about technology advancements to explore solutions that improve performance or reduce cost; train staff on the CX tech stack.
- Project Management: Act as project manager for key strategic initiatives, ensuring successful delivery.
- Forecasting: Improve the quality and accuracy of forecasting, including customer churn, renewal, upsell, and growth.
- Analysis and Reporting: Develop and maintain CX team metrics, dashboards, and reports to track KPIs; monitor customer engagement, feedback, and product engagement data to guide improvements and inform decisions.
- Process Improvement: Evaluate and recommend process improvements aligned with business and department objectives; design, document, and manage scalable processes and workflows to improve efficiency.
- Documentation: Manage the CX teams’ SharePoint and Confluence spaces, ensuring content remains accurate and discoverable.
Desired skills, experience and knowledge
- Proven background in a related role, ideally within SaaS or EdTech, with a strong focus on data, process improvement, and CRM management.
- Curious, proactive mindset with ownership and drive to implement improvements.
- Analytical abilities with data-driven decision making; ability to translate data patterns into actionable insights.
- Strong negotiation and influencing skills; ability to interact with stakeholders at all levels.
- CRM system knowledge: strong technical knowledge of CRM systems; experience with Planhat and/or Zendesk is preferable.
- Experience designing, testing, and optimising AI prompts to drive efficiency and accuracy in CX processes.
- Change Management: ability to roll out changes in tools and processes, ideally in a remote environment.
- Project Management: experienced project manager; PM certification preferred.
- Customer-centric mindset; excellent written and verbal communication skills; ability to articulate complex ideas; strong problem-solving skills.
- Highly organised with the ability to manage own workload, prioritise, and work independently.
Benefits and incentives
- 27 days holiday allowance plus bank holidays, with an additional day off on your birthday
- Option to take up to 2 days of paid volunteering leave per year
- Summer Fridays – half a day off at the end of the working week between June and August
- Option to purchase up to 5 days of additional leave
- Company pension scheme
- Life insurance
- Private health insurance with Aviva
- Electric vehicle scheme
- Discounted gym membership
- Retail and other discounts
- Employee Assistance Programme
- Learning and development budget
- Regular paid social events throughout the year
About Aptem
Aptem are pioneers in developing technology solutions for the vocational training, further education and welfare to work sectors. Our mission is to create innovations that unleash new levels of efficiency, productivity and personal growth – something we have been achieving since 2009. Our commitment to quality has been recognised by customers, award wins, ISO 9001 and ISO 27001 accreditations, and Cyber Essentials Plus certification.
Seniority level
- Associate
Employment type
- Full-time
Job function
- Project Management
- Customer Service
- Strategy/Planning
Industries
- Software Development
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Customer Experience Operations Manager employer: Aptem
Aptem is an exceptional employer that prioritises employee well-being and professional growth, offering a generous benefits package including 27 days of holiday, private health insurance, and a learning and development budget. With a collaborative remote work culture and regular opportunities for in-person engagement, employees can thrive in a supportive environment that values innovation and efficiency in the EdTech sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Operations Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Aptem. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Aptem before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Operations Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Aptem:Your cover letter is your chance to shine! Tell us why you want to work at Aptem specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Aptem!
How to prepare for a job interview at Aptem
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
