Customer Care Operations Manager

Clarivate is looking for a Customer Care Operations Manager to join our Business Operations team. The person in this role will play a pivotal role in optimizing and streamlining our operational processes, driving efficiency, and enhancing overall performance. Stand as business owner of service process implementation in service cloud Salesforce platform.

About You - Experience, Education, Skills, And Accomplishments

• 5+ years of business operations experience
• 3+ years of experience as admin in service cloud in Salesforce
• Proficient in service process implementation in Salesforce
• Strong analytical skills and data analysis experience
• Proficient level of English language (B2/C1)
  
  

It would be great if you also had… 

• Ability to understand business and work on system configuration
• Proficient skills in communication and stakeholder management
• Ability to prioritize, multi-task and work independently on complex assignments
• Self-starter capable of learning on-the-fly
  
  

What will you be doing in this role?

• Assist in the implementation of new customer service tools, technologies, and initiatives to drive operational excellence
• Collaborate with customer service teams to understand pain points, gather requirements, and propose process improvements
• Conduct root cause analysis on recurring customer issues or complaints to identify and address underlying operational inefficiencies
• Develop reports, visualizations, and insights to highlight customer service operational trends, bottlenecks, and areas for optimization
• Identify opportunities for automation, self-service capabilities, and other innovative solutions to enhance the customer experience
• Liaise with cross-functional teams (IT, product, marketing, etc.) to align customer service operations with broader business objectives
• Provide training and support to customer service staff on data analysis, process improvements, and the use of operational tools/systems
  
  

About The Team

You will be a part of a global team of Service and Business operations. Your day-to-day will be focusing on working with Service directors and VPs, reporting to the director of Business Operations

Benefits

• Holidays: 25 days paid leave per annum
• Private Health Insurance
• Paid Lunch
• Yearly Bonus
• Yearly Merit Plan
• My Learning Platform
• Mental Healthcare
• Fit Pass
• Life Insurance
• Accident Insurance
• Company bicycles for rent free of charge
  
  

Hours of work

This is a permanent full-time position, with core engagement hours within CET time zone. This is a hybrid position; you will be expected to work from our Belgrade office 3 days every other week.

Please note that only shortlisted candidates will be contacted.

At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.