Customer Experience Manager

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 комплексні 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

Let’s stay strong! We look forward to welcoming you as part of our team.