Zenoti3mo ago

Manager - Professional Services Operations

Hyderabadmid

Customer Experience ManagerCustomer Success

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Quick Summary

Overview

Zenoti provides an all-in-one, cloud-based software solution for the beauty and wellness industry.

Technical Tools

Customer Experience ManagerCustomer Success

Zenoti provides an all-in-one, cloud-based software solution for the beauty and wellness industry. Our solution allows users to seamlessly manage every aspect of the business in a comprehensive mobile solution: online appointment bookings, POS, CRM, employee management, inventory management, built-in marketing programs and more. Zenoti helps clients streamline their systems and reduce costs, while simultaneously improving customer retention and spending. Our platform is engineered for reliability and scale and harnesses the power of enterprise-level technology for businesses of all sizes

Zenoti powers more than 30,000 salons, spas, medspas and fitness studios in over 50 countries. This includes a vast portfolio of global brands, such as European Wax Center, Hand & Stone, Massage Heights, Rush Hair & Beauty, Sono Bello, Profile by Sanford, Hair Cuttery, CorePower Yoga and TONI&GUY.

Our recent accomplishments include surpassing a $1 billion unicorn valuation, being named Next Tech Titan by GeekWire, raising an $80 million investment from TPG, ranking as the 316th fastest-growing company in North America on Deloitte’s 2020 Technology Fast 500™. We are also proud to be recognized as a Great Place to Work CertifiedTM for 2021-2022 as this reaffirms our commitment to empowering people to feel good and find their greatness. To learn more about Zenoti visit: https://www.zenoti.com

As part of the CX Operations team you would be entrusted the responsibility of collaborating with the business leaders and the project teams to track key performance metrics as we strive for effortless onboarding of our customers while enhancing the customer experience. You will be playing a pivotal role in maintain the drum beat of project cadence and focus on quality by leveraging the vast data available across multiple systems.

Utilize data analytics and performance metrics to identify areas for improvement and track the impact of continuous improvement initiatives
Help develop and maintain key performance indicators (KPIs) to measure success and drive data-driven decision-making
Work with the data and insights team to translate the Business Unit’s reporting requirements onto PowerBi dashboards.
Mapping of processes and tools to deploy solutions and measure improvements
Identify gaps in process implementation and recommend solutions to ensure a seamless customer experience
Process Documentation and updating existing SOPs.

12+ years in Professional Services Operations or similar roles
Ability to set strategy, creativity, and management skills to deliver on that strategy
Certified Lean Six Sigma Green Belt (or higher)/ equivalent process improvement methodology certification/ MBA in Operations with working knowledge of Lean Six Sigma
Ability to lead and influence others
Ability to work with and influence stakeholders at senior levels of the organization

Requirements

~1 min read

Compelling communication skills
Project Management experience
Working Knowledge of PowerBi
Exposure to PSA tools

Be part of an innovative company that is revolutionizing the wellness and beauty industry.
Work with a dynamic and diverse team that values collaboration, creativity, and growth.
Opportunity to lead impactful projects and help shape the global success of Zenoti’s platform.
Attractive compensation.
Medical coverage for yourself and your immediate family.
Access to regular yoga, meditation, breathwork, and stress management sessions. We also include your family in benefit awareness initiatives.
Regular social activities, and opportunities to give back through social work and community initiatives.

Zenoti provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.