Job VC
Customer Experience Manager
Technologies
Description
Dataweb Global Group
is looking for a
Customer Experience Manager.
We are looking for a specialist who will help make client service operations transparent, manageable, and efficient. In this role, you will work at the intersection of data and processes: participating in workflows and analyzing how they are executed, identifying bottlenecks and systemic issues, and proposing and implementing improvements that directly impact speed, quality, and overall customer experience — both for internal stakeholders and external clients.
Dataweb Global Group
is an international IT infrastructure service provider. We deliver comprehensive IT infrastructure solutions based on dedicated servers, cloud services, and content delivery (CDN).
Our clients are companies that require custom solutions to manage high computational workloads, including VoD platforms, Martech/Adtech, Fintech, AI/ML, gaming, and more.
Our mission is to provide personalized solutions for both business needs and the people behind them.
Responsibilities:
Track key service KPIs (Lead Time, SLA, First Time Fix Rate, Customer Satisfaction), perform regular analysis, and identify deviations
Analyze client request handling processes, document them, and identify bottlenecks, inefficiencies, and duplication
Monitor statuses, timelines, agreements, and key milestones of requests and projects
Identify blockers, risks, and process inefficiencies, and initiate their resolution
Conduct Root Cause Analysis (RCA) of incidents, distinguishing between systemic and human factors, and provide conclusions and recommendations
Initiate process optimization and service quality improvement initiatives, including the use of AI tools
Support the implementation of changes in collaboration with process owners and cross-functional teams
Maintain and update documentation, and implement standards, templates, and best practices for process and documentation management
Analyze customer service usage to identify patterns and develop predictive models
Requirements:
Experience in operations, service delivery, analytics, or project coordination within IT/infrastructure companies
Experience in analyzing processes, workflows, and operational metrics
Experience working with key service KPIs (Lead Time, SLA, First Time Fix Rate, CSAT)
Experience in sales or client communication is a plus
Understanding of process optimization approaches and continuous improvement practices
Strong analytical thinking, problem-solving skills, and attention to detail
Confident PC user with advanced skills in Excel, Google Workspace, Jira, and Confluence
Experience working with documentation, including creation of SOPs and standards
Experience collaborating with cross-functional teams and supporting change implementation
English proficiency at Upper-Intermediate level or higher
Strong communication skills, ability to interact effectively with different stakeholders, and stress resilience
We offer:
Competitive payment
Opportunity to work from any place in Europe (we provide technical support)
25 working days for rest annually, and also paid sick leaves
Different benefits: lunches, insurance, English courses, corporate activities and gifts. Also, we actively support brave Armed Forces of Ukraine soldiers and donate to their needs together
The company’s position on the situation in Ukraine
Let’s stay strong!
We look forward to welcoming you as part of our team.
You can find more details about how Dataweb Global Group processes your personal data in the
Dataweb Global Group Privacy Policy for Candidates
is looking for a
Customer Experience Manager.
We are looking for a specialist who will help make client service operations transparent, manageable, and efficient. In this role, you will work at the intersection of data and processes: participating in workflows and analyzing how they are executed, identifying bottlenecks and systemic issues, and proposing and implementing improvements that directly impact speed, quality, and overall customer experience — both for internal stakeholders and external clients.
Dataweb Global Group
is an international IT infrastructure service provider. We deliver comprehensive IT infrastructure solutions based on dedicated servers, cloud services, and content delivery (CDN).
Our clients are companies that require custom solutions to manage high computational workloads, including VoD platforms, Martech/Adtech, Fintech, AI/ML, gaming, and more.
Our mission is to provide personalized solutions for both business needs and the people behind them.
Responsibilities:
Track key service KPIs (Lead Time, SLA, First Time Fix Rate, Customer Satisfaction), perform regular analysis, and identify deviations
Analyze client request handling processes, document them, and identify bottlenecks, inefficiencies, and duplication
Monitor statuses, timelines, agreements, and key milestones of requests and projects
Identify blockers, risks, and process inefficiencies, and initiate their resolution
Conduct Root Cause Analysis (RCA) of incidents, distinguishing between systemic and human factors, and provide conclusions and recommendations
Initiate process optimization and service quality improvement initiatives, including the use of AI tools
Support the implementation of changes in collaboration with process owners and cross-functional teams
Maintain and update documentation, and implement standards, templates, and best practices for process and documentation management
Analyze customer service usage to identify patterns and develop predictive models
Requirements:
Experience in operations, service delivery, analytics, or project coordination within IT/infrastructure companies
Experience in analyzing processes, workflows, and operational metrics
Experience working with key service KPIs (Lead Time, SLA, First Time Fix Rate, CSAT)
Experience in sales or client communication is a plus
Understanding of process optimization approaches and continuous improvement practices
Strong analytical thinking, problem-solving skills, and attention to detail
Confident PC user with advanced skills in Excel, Google Workspace, Jira, and Confluence
Experience working with documentation, including creation of SOPs and standards
Experience collaborating with cross-functional teams and supporting change implementation
English proficiency at Upper-Intermediate level or higher
Strong communication skills, ability to interact effectively with different stakeholders, and stress resilience
We offer:
Competitive payment
Opportunity to work from any place in Europe (we provide technical support)
25 working days for rest annually, and also paid sick leaves
Different benefits: lunches, insurance, English courses, corporate activities and gifts. Also, we actively support brave Armed Forces of Ukraine soldiers and donate to their needs together
The company’s position on the situation in Ukraine
Let’s stay strong!
We look forward to welcoming you as part of our team.
You can find more details about how Dataweb Global Group processes your personal data in the
Dataweb Global Group Privacy Policy for Candidates