Customer Success Architect

Interos.ai is defining the category of supply chain risk intelligence, building the world’s most trusted and transparent supply chains. As a Senior Customer Experience Operations Analyst, you will play a critical role in enabling scale, consistency, and operational excellence across Interos’ Customer Experience organization.

Responsibilities:

• Lead the development and ongoing improvement of operational processes that support Customer Experience teams, with a focus on reporting, metrics, and performance measurement
• Design, build, and maintain dashboards that aggregate operational and customer feedback data and provide actionable insights to stakeholders
• Leverage data and metrics to evaluate performance, identify trends, and surface opportunities for continuous improvement
• Partner with cross-functional stakeholders to plan, design, develop, and deploy changes to customer experience processes and supporting technologies
• Develop and manage project plans to support multiple concurrent initiatives and ensure consistent progress and delivery
• Clearly document business requirements, translate operational needs into proposed solutions, and validate outcomes with stakeholders
• Support the implementation of new processes and functionality through clear communication, enablement practices, and documentation
• Participate in large-scale, long-term initiatives involving Customer Success, Support, Product, Engineering, and other teams