Senior Manager Customer and Process Operations

The Leukemia & Lymphoma Society•Nashville, TN

7d•$48,000 - $69,000•Remote

About The Position

Blood Cancer United is a mission-centric, locally delivered, and nationally powered organization relentlessly pursuing cancer cures. To help achieve this mission, this role is responsible for designing and implementing technology and process solutions that directly impact work throughout Customer Engagement & Support as well as the greater Business Operations. The primary goal is to drive customer satisfaction while reducing workload for staff. The ideal candidate must work Central Time Zone hours.

Requirements

Bachelor’s Degree
5+ Years of related experience
Knowledge of Marketing Cloud, Salesforce, Smartsheet, and other similar technologies
Skilled in analyzing back-end system architecture (e.g., Marketing Cloud) to identify gaps and opportunities for automation, ensuring seamless and efficient customer communication workflows

Nice To Haves

Blood Cancer United Campaign experience strongly preferred
Certification in tools related to Salesforce, Tableau, Excel, Marketing Cloud, etc. preferred
Ability to build and assist in the development of journeys in Marketing Cloud
Ability to help interpret business needs to technology build teams

Responsibilities

Partner with leadership and team to develop automation and streamlined communication execution through existing technologies.
Work closely with the Communication Hub, Customer Engagement, Customer Support, and Operational Execution to refine workflows and processes, integrating current technologies and automation where applicable.
Work on implementing and expanding AI tools across all support channels to improve customer experience and efficiency.
Responsible for the development of automated journeys and maintaining campaign (P2P)-based transactional journeys in Marketing Cloud.
Act as project liaison and manager for cross-team work involving better reporting process for customers through Tableau.
Act as a bridge between Business Operations, IT, and product teams to ensure alignment on technology projects and timelines by attending monthly IT meetings and leading bi-weekly partnership reviews.
Conduct quarterly reporting and analysis to identify key trends and recommended actions as pertaining to our technology usage.
Build internal knowledge base of products, services, and FAQs based on constituent feedback for Kayako AI and our staff w/in the Customer Support and Engagement team to reference.
Manage a recurring content review process for the AI knowledge base, partnering with subject-matter experts to keep constituent-facing guidance accurate, current, and aligned with organizational policies and services.
Create and enforce standards for article structure, tagging, source ownership, approvals, version control, and retirement so AI tools and Customer Support staff can retrieve consistent, trusted information.
Monitor AI-assisted responses and constituent feedback to identify knowledge gaps, inaccurate or incomplete answers, and emerging inquiry trends; prioritize corrective updates and new content accordingly.
Build and manage a quality assurance process for Customer Support interactions, including standardized evaluation criteria, recurring case reviews, performance reporting, and feedback loops to improve response accuracy, consistency, and the overall customer experience.