Head of Customer Experience Operations

| Greater NYC Area

Working alongside our Head of Customer Experience, the Head of Customer Experience Operations will be charged with building an intelligent, seamless, and high performing CX organization. S/he/they will build a predictable existing business machine in a fast-paced environment while reinventing commercial real estate, and in turn supporting the innovation of our Members.

What You’ll Do

  • Develop the CX org’s metrics and forecasting models to predict and report retention and existing business revenue growth, enabling managers to drive performance
  • Optimize and automate systems and processes yielding a simple and efficient operation, while putting Members at the center of design
  • Lead, build and develop the careers of a small but impactful team of analysts and managers

Who You Are

  • You are a SaaS/ecommerce operations leader with over 5 years in sales and customer experience and account management analytics and processes, and possess a strong strategic mindset in these areas.
  • You are passionate about measuring and forecasting performance, have strong financial acumen, with an ability to develop complex forecasting models.
  • You are collaborative in nature and an expert communicator.
  • As a strong people manager, you hold a high bar, and help your team members achieve high quality results.

About Knotel

Knotel is transforming the office market with its Agile HQ™ Platform. Making long-term leases a thing of the past, Knotel designs, builds, and operates custom spaces for established and growing brands, so they can be free to grow their businesses at will and build what’s never been built.

Named a Business Insider Top 50 Startup and New York's Hottest New Workspace Model, Knotel has over 60 locations across more than 1 million square feet in New York, San Francisco, London, and Berlin. Founded in 2016, Knotel has raised $100 million in funding. Knotel’s member network includes companies like Starbucks, Cheddar, and King. Visit www.Knotel.com.

Our Core Values

Fly your Flag - Don’t check your identity at the door. Bring it inside - we are better for it.

Don’t Look Away- Care for the details no one told you about. Make every space a home and give the gift of belonging.

Outcomes, Not Processes- Time is precious. Save it. Start with the goal and back out the journey

Get Uncomfortable- Innovation starts at the edge of the unknown. Embrace the adventure and sign up for the hairy challenges.

“Where is it Engraved…”- Question orthodoxy.

Share in the Victory Dance- No one summits alone. Leverage the best in others and offer the most in yourself.

Diversity & Inclusion at Knotel

At Knotel, we know that a diverse workforce fosters our individual and collective success. We are committed to building an inclusive, collaborative culture where people of all races, genders, sexual orientations, and religious backgrounds can do their best work. This is all fueled by our employees, who drive the efforts and initiatives outlined here.

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Technology we use

  • Engineering
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • ScalaLanguages
    • MeteorFrameworks
    • Node.jsFrameworks
    • MySQLDatabases

Location

We have an awesome loft space in SoHo. It's easily accessible, a walk from the water, and has great food, drink and entertainment nearby.

An Insider's view of Knotel

What are some social events your company does?

Knotel encourages its employees to socialize during the workday, but also provides fun events and opportunities outside of work for everyone to enjoy. We love hosting themed happy hours, and there's always a Knotel intramural sport you can join. Right now we're preparing for our summer retreat at a local summer camp–hilarious photos to come!

Rebecca

People Operations Associate

What projects are you most excited about?

Where do I start? Knotel has many incredible teams working on projects from increasing the agility and modularity of our spaces to improving the quality and diversity of our product line to meet the needs of our growing roster of corporate customers. My favorite thing about Knotel is that every employee has ownership of projects big and small.

Charlie

Platform Manager, Real Estate & Business Development

How has your career grown since starting at the company?

Knotel's rapid expansion has provided me with a very dynamic work environment. Over the last year, new projects and new roles have created pathways to grow within the company. I'm constantly challenged to own my role as it evolves, and I'm encouraged to build new skills. This has and will continue to be invaluable to my career as a Project Manager.

Jordan

Project Manager

How do your team's ideas influence the company's direction?

The Workshops team has the unique opportunity to explore how to make the Knotel membership more valuable through new ventures and products. In partnership with the expertise within each vertical of the company, we are able to test, learn, launch and scale new ventures and products that build on the Knotel core offering.

Roshni

Manager, Workshops

How would you describe the company’s work-life balance?

I really love my work and I enjoy being with my team, so work doesn’t feel like work. However, no matter how much I love producing results, my family comes first. Knotel has been incredibly accepting of my wonky schedule so that I can get quality time with my family. So my work and life are perfectly balanced here.

Sanjiv

VP of Product

What are Knotel Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
We offer competitive discounts at a number of NYC gyms and fitness clubs, as well as Knotel-sponsored boot camp and yoga classes!
Retirement & Stock Options Benefits
401(K)
We offer an individual contribution 401k plan so you can save directly from every paycheck.
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
We offer 16 weeks of paid parental leave for both primary and secondary caregivers.
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Employees are encouraged to get away for refreshment and inspiration!
Paid Volunteer Time
Every year, Knotel hosts a "Week of Service". Employees are encouraged to take advantage of volunteer opportunities.
Perks & Discounts
Casual Dress
Our office has a relaxed dress code--be comfortable and be yourself.
Commuter Benefits
Company Outings
Knotel hosts happy hours every other week, with company-wide dinners every quarter. We celebrate with holiday parties and an annual company retreat for all employees.
Stocked Kitchen
Our kitchen is stocked with unlimited snacks and beverages to keep our team nourished throughout the day.
Some Meals Provided
We have weekly company-wide catered lunches that are completely technology-free. This allows time for our employees to spend time enjoying each other during the work day!
Happy Hours
Knotel hosts happy hours for employees, friends, and guests every other week. The more, the merrier!
Pet Friendly
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