Customer Care Operations Manager

Clarivate

Beograd | Hibrid

09.04.2025.

ugovor puno radno vreme

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)
Reference: fZ_wkywOcFTBrh2y4ExWPvNBhpP51v57i48vGCGxuts.

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.

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.

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

Only shortlisted candidates will be contacted.

Konkurs je istekao.

Clarivate

Clarivate is a global leader in trusted and transformative intelligence. We bring together enriched data, insights, analytics and workflow solutions, grounded in deep domain expertise across the spectrum of knowledge, research and innovation. Whether it’s providing insights to transform the water industry or accelerating the delivery of a critical vaccine, our aim is to fuel the world’s greatest breakthroughs by harnessing the power of human ingenuity. Learn more about our products and services…

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Iskustva zaposlenih

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Beneficije

Team building
Sport and fitness
Awards, bonuses, gifts
Food and drinks
Education, professional development
Private health insurance
Personalized benefits
Fun & entertainment
Company discount
Flexible working hours
Health and wellbeing