Senior CX Operations Specialist

Arrow Electronics Inc • Casablanca, MA

115d

About The Position

The Senior CX Operations Specialist is responsible for the operational execution of our global listening programs-Voice of Customer (VoC), Voice of Partner (VoP), and Voice of Engineer (VoE). This role ensures that feedback systems are standardized, integrated, and governed in a way that enables high-quality, reliable insights across the digital organization. This is a hands-on role focused on managing the tools, workflows, and data connections that power experience feedback-ensuring consistency, accuracy, and accessibility of insights to support continuous improvement in our products and services.

Requirements

• 4-6 years of experience in CX operations, systems administration, business operations, or digital tools support.
• Hands-on experience managing listening tools such as Qualtrics, Medallia, or equivalent platforms.
• Strong understanding of feedback data governance, standardization, and tagging.
• Experience working with system integrations and data flows between platforms (e.g., CRM, ERP, BI tools).
• Proficient in Excel and comfortable supporting reporting and data QA processes.
• Excellent attention to detail, organizational skills, and documentation practices.
• Strong communication and cross-functional coordination skills.
• Business fluency in English at least on C1 level.

Responsibilities

• Manage Listening Program Operations (VoC, VoP, VoE): Administer and execute survey deployments, feedback routing, and tagging logic across all listening programs.
• Maintain standardized templates, taxonomies, and processes to support consistent and repeatable data capture.
• System & Platform Ownership: Configure and maintain VoC platforms such as Qualtrics or Medallia, including survey logic, user permissions, and system health.
• Monitor performance and troubleshoot feedback system workflows across digital and offline channels.
• Data Quality, Tagging, & Governance: Ensure all feedback data is clean, properly segmented, and mapped for downstream reporting.
• Maintain naming conventions, segmentation rules, and tagging structure across global feedback touchpoints.
• Business System Integration: Work with IT and data teams to integrate feedback into systems like Salesforce, Oracle, or Power BI.
• Conduct data audits and QA to ensure integrity and flow across tools.
• Reporting Support & Insight Distribution: Maintain dashboards and operational reporting to support functional teams in accessing relevant insights.
• Support feedback loops by ensuring timely and accurate delivery of recurring reports to stakeholders.
• Internal Collaboration & Enablement: Partner with product, UX, support, and marketing teams to align feedback operations to business needs.
• Provide documentation and guidance on survey operations, feedback processes, and tool usage.

Benefits

• Full Permanent contract
• Social advantage: CNSS, CIMR, Health insurance
• Very good working atmosphere in a team of passionate collaborators
• Work culture where you can make an impact
• Working within an international organization, recognized worldwide in its sector.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Merchant Wholesalers, Durable Goods
• Number of Employees: 5,001-10,000 employees