客户体验经理
Customer Experience Manager
客户体验（CX）经理 – 产品负责人/高级业务系统分析师负责整个Salesforce平台的整体健康状况，作为Salesforce生态系统（Sales Cloud、Service Cloud、Communications Cloud/Vlocity、CPQ）的产品负责人和高级业务分析师，支持Hotwire的光纤网络销售、服务交付和客户服务运营。该职位领导设定符合公司战略、员工体验优先事项和客户体验优先事项的平台目标，是负责运营卓越、世界级客户体验和转型项目的CX团队成员。
职责：
- 作为Salesforce平台（Sales Cloud、Service Cloud、Communications Cloud/Vlocity、CPQ等）的产品负责人和高级业务分析师，负责平台路线图、待办事项列表和发布日历。
- 将具有变革性的想法转化为可实现的清晰设计、史诗故事和用户故事。
- 负责并优先处理Salesforce产品待办事项；与开发和测试团队合作编写和优化用户故事和验收标准，并定义“完成的定义”。
- 协助定义Salesforce生态系统中的项目范围、需求和目标，涉及所有相关利益相关者并确保技术可行性。
- 协调内部资源和第三方供应商，包括Salesforce实施和AppExchange合作伙伴，以记录问题陈述、业务需求和投资回报率（ROI）。
- 主持研讨会或工作会，将倡议的高层次概念转化为关键设计标准。
- 绘制并重新设计跨职能的客户旅程和业务流程，涵盖从潜在客户到订单、服务交付，引入可通过人员和Salesforce实现的可行流程。
- 编写业务和功能需求、用户故事和集成规范，明确Salesforce增强功能的业务规则、功能和其他关键信息。
- 设计Salesforce与计费、派工/现场服务管理、劳动力管理以及相邻企业系统的集成和流程改进，以减少手动绕过操作并提高数据准确性。
- 定义测试计划标准，并执行或监督UAT/SIT，针对沙盒和类似生产环境评估文档需求是否满足
查看英文原文
The Customer Experience (CX) Manager – Product Owner / Senior Business Systems Analyst is a leader accountable for the overall health of the Salesforce platform, serving as both Product Owner and senior business analyst for the Salesforce ecosystem (Sales Cloud, Service Cloud, Communications Cloud/Vlocity, CPQ) that supports Hotwire’s fiber network sales, service delivery, and customer care operations. The leader sets platform objectives that meet Corporate Strategy, Employee Experience priorities, and Customer Experience priorities as part of the CX team responsible for Operations Excellence, world-class Customer Experience, and transformation programs.
RESPONSIBILITIES:
- Serve as Product Owner and senior business analyst for the Salesforce platform (Sales Cloud, Service Cloud, Communications Cloud/Vlocity, CPQ etc.), owning the platform roadmap, backlog, and release calendar.
- Transform game-changing ideas that differentiate our company into clear designs, epics, and user stories that we can implement through technology.
- Own and prioritize the Salesforce product backlog; write and refine user stories and acceptance criteria and define “definition of done” in partnership with development and QA teams.
- Assist in the definition of project scope, requirements, and objectives across the Salesforce ecosystem, involving all relevant stakeholders and ensuring technical feasibility.
- Coordinate internal resources and third parties/vendors, including Salesforce implementation and AppExchange partners, to document issue statements, business requirements, and Return on Investment (ROI).
- Facilitate workshops or work sessions with to translate an initiative’s high-level concept into key design criteria.
- Diagram and redesign cross-functional customer journeys and business processes spanning lead-to-order, service delivery introducing feasible processes implemented with people and Salesforce.
- Author business and functional requirements, user stories, and integration specifications that clarify business rules, features, and other critical information for Salesforce enhancements.
- Design integration and process improvements between Salesforce, billing, dispatch/field service management, workforce management, and adjacent enterprise systems to reduce manual workarounds and improve data accuracy.
- Define test plan criteria and execute or oversee UAT/SIT against sandbox and production-like environments to evaluate whether documented requirements are sufficiently met before release.
- Identify friction points, automation opportunities, and AI-enabled enhancements across self-service, contact center, and field service touchpoints, maintaining a prioritized continuous-improvement backlog.
- Own and oversee functional documentation, configuration standards, and platform governance over time as a responsible steward of Salesforce processes and system workflows.
- Monitor project progress and platform health by tracking activities, resolving problems, publishing progress reports, and advocating action against CX metrics (CSAT, NPS, FCR, time-to-resolution) and platform adoption metrics.
- Partner with peers within Hotwire to streamline processes, drive end-to-end process improvements and efficiencies, and provide overall support to cross-functional teams.
- Other duties as assigned by Supervisor.
MINIMUM QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Bachelor’s degree in business, design, information technology, or a related field.
- Minimum of five (5) years’ experience as a Product Owner, Senior Business Analyst, Platform Owner, Architect, or Consultant in operations, or customer experience functions.
- Hands-on experience administering or configuring the Salesforce platform (Sales Cloud, Service Cloud, Communications Cloud/Velocity, CPQ).
- Experience in reporting and analysis, CX metrics (CSAT, NPS, FCR), and ROI analysis.
- Knowledge of quality management technique and process improvement (Six Sigma): both in statistical analysis and in qualitative interviewing
- Experience designing Journey Maps or other depictions of customer experience diagrams and documentation
- Experience designing processes that were implemented as a software-enabled solutions such as customer-facing web experiences or internal employee toolsets/workflow
- A strong understanding of the dynamic role of CX
- Knowledge of cable and telecommunications products and services
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint and Outlook)
- Must embrace company principles and demonstrate understanding of concierge culture
Originally posted on Himalayas