Job Title: French Speaking Project Manager
Location: Dublin, Ireland
Type: Contract
Fully remote for the world's biggest crypto exchange.
Responsibilities
1. Serve as the subject matter expert within the CX organization, partnering with international teams on all customer experience insights, including collaborating with internal analytics teams, conducting case reviews, and analyzing voice of the customer data.
2. Scope and execute continuous CX improvement projects (processes, policies, SOPs) with key stakeholders to enhance customer experience.
3. Build and maintain CX processes to operational standards that ensure customer satisfaction.
4. Use data and customer anecdotes to identify opportunities for new customer-facing features and communicate these insights to product and engineering teams.
5. Develop strong relationships with teams in Product, Engineering, and Design to advocate for customer experience improvements.
6. Apply business analytics skills to synthesize customer feedback, business goals, industry trends, and technology into actionable objectives.
7. Champion change management initiatives related to processes, policies, and knowledge bases for frontline CX agents.
8. Manage and prioritize content requests from multiple teams with short turnaround times.
Skills
* Project management
* Project coordination
* French language proficiency
* Data analysis
* Design skills
Employee Value Proposition
Fully remote position with the largest crypto exchange globally.
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