Head of Programs and Strategic Operations

At Xplor, we help businesses thrive by making life simple for daily activities with a recurring nature. We do that by offering smart software, payments, and commerce-enabling solutions across five “everyday life” verticals: Education, Health and Fitness, Boutique Wellness, Field Services and Personal Services.

• Partner with CX Executive leadership team to define overarching strategy enhancements 

• Oversee and direct implementations and ongoing enhancements of all operational processes (internal and external facing) across customer experience roles including (but not limited to) the following areas: 

• Onboarding engagement 

• Customer support request management 

• Relational success planning and proactive customer support 

• Product Adoption initiatives 

• Risk and Escalation Management 

• CX Analytics 

• Oversee project plan(s) for operational activities, drive activity completion with project owners, and provide regular status updates and visibility to stakeholders 

• Oversee strategy and development of internal onboarding/training and continuous education programs for operational initiatives 

• Oversee development and upkeep of a shared process documentation library to support team members 

• Review technology needs and oversee implementation and configuration of tools to support key activities for each CX role (Areas may include the following based on need) 

• Request tracking 

• Relational activity management 

• Analytics 

• Communications 

• Develop and oversee internal support communication channels for collaboration and feedback 

• Define customer analytics strategy for monitoring customer health, risks, trends to guide support response (Dashboards and reporting) 

• Define KPI’s for measuring CX performance (Individual, Team, Organizational) and establish channels for ongoing review and response 

• Implement and oversee proactive engagement strategy to add value and strengthen customer relationships 

• Define and oversee team enablement and change management strategy for operational updates 

• Define and develop a customer experience strategy for ongoing voice of customer and related response activities 

• Provide executive team with regular readouts of operational developments, status, and metrics 

• Lead data strategy discussions for backend infrastructure updates as related to operational needs 

• Establish and maintain communication pipelines with operational leaders across business lines and lead role partnership for overall operational improvement 

• Operationalize a channel to inform the business of potential product and self-service enhancements based on CX and customer feedback 

• Oversee staffing decisions for team members supporting operational endeavors 

• Provide coaching and development to direct reports leading operational segments, ensure productivity and growth 

Experience/Education:

• 2-4 years of experience in software support, SaaS preferred
• 3-5 years of experience in Program Management/Operations
• BA or BS degree required; MBA preferred
• Prior experience building and growing a team

Work Skills/Personal Characteristics:

• Ability to prioritize, multitask and organize workload
• Demonstrated knowledge of the CRM technology and CX Analytics
• Ability to work both individually and collaboratively within a team environment
• Excellent communication, written and oral presentation, and negotiation skills
• Metrics driven mentality
• Experience operating in a profitable growth environment
• Experience with a subscription-based SaaS revenue model
• History of acting as an agent of change within an operations organization
• Has set up and managed well-defined metrics and KPIs to track performance
• Ability to maintain a collaborative and flexible leadership style
• Internally motivated to accomplish results with the ability to work both independently and effectively within a team
• Exceptional attention to detail and organizational skills
• Able to multi-task and efficiently manage time and priorities for self and team
• Passion for fitness, our vision, and the problem we are solving
• Experience working with a remote leader while maintaining high levels of accountability and productivity
• Passionate about developing and motivating people as well as building world class teams with high integrity and determination to meet and exceed goals
• You align with our four core values and you’re simply a good human 

What does it mean to work for Xplor?

Our four core values - Make life simple, Build for people, Move with purpose and Create listing communities - are key to who we are and guide us from how we hire to how we recognize our team members.

Some of the perks of working with us: 

• Flexible PTO
• Monthly Wellness Stipend
• up to a 4% 401k Match
• Unparalleled opportunities to learn and accelerated career development
• A collaborative, team environment with people who truly love what they do
• 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
• Unlimited access to Udemy for Business, 10% of your time devoted to growing you and your career, and further support to help you grow
• Access to mental health support
• Flexible work arrangements

More About us

We’ve recently expanded our reach by merging the two software and payments powerhouses TSG and Clearent. The resulting company is Xplor Technologies serving over 82,000 businesses that processed over $27 billion in payments, operating across 158 countries in 2020. 

Xplor is headquartered in the United States in Atlanta, GA, with operations across North America, Australasia, Europe, and the United Kingdom. We now have over 2,000 Xplorers, working across five “everyday life” verticals: Education, Health and Fitness, Boutique Wellness, Field Services and Personal Services.

To learn more about us, our brands and products, please  visit: https://www.xplortechnologies.com/

Xplor is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Sheryl Sandberg once said, “If you're offered a seat on a rocket ship, don't ask what seat! Just get on.” We couldn't agree more. So, are you ready to get on board?

To learn more about us and our products, please visit www.xplortechnologies.com. 

Xplor is proud to be an Equal Employment Opportunity employer. We're dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability, veteran status and age. Applications are encouraged from all sectors of the community. 

All Information will be kept confidential according to EEO guidelines.

We’re committed to replying to each application and look forward to getting in touch with you soon.

Sheryl Sandberg once said, “If you're offered a seat on a rocket ship, don't ask what seat! Just get on.” We couldn't agree more. So, are you ready to get on board?

To learn more about us and our products, please visit www.xplortechnologies.com. 

Xplor is proud to be an Equal Employment Opportunity employer. We're dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability, veteran status and age. Applications are encouraged from all sectors of the community. 

All Information will be kept confidential according to EEO guidelines.

We’re committed to replying to each application and look forward to getting in touch with you soon.