Senior Manager Customer and Process Operations

Helping Find Cures for Cancer

How many people can answer the question, "What do you do for a living?" with the answer, "I help find cures for cancer." At Blood Cancer United, employees take our mission seriously. Whether you work in one of our regions, are an accountant at the national office or a specialist in our Information Resource Center, you work each day on making our bold goal a reality: to enable patients with blood cancer to gain more than one million years of life by 2040.

Join us and give new meaning to the word, "job."

Summary:

Blood Cancer United is a mission centric, locally delivered and nationally powered organization, relentlessly pursuing cancer cures. 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.

Ideal candidate must work Central Time Zone hours

Core Responsibilities/Primary Duties:

• 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 within 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.

Minimum Requirements:

• Bachelor's Degree
• 5+ Years of related experience
• Blood Cancer United Campaign experience strongly preferred
• 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
• Certification in tools related to Salesforce, Tableau, Excel, Marketing Cloud, etc. preferred

Knowledge, Skills, and Abilities:

• Ability to build and assist in the development of journeys in Marketing Cloud
• Ability to help interpret business needs to technology build teams

Work Environment & Physical Demands:

• Some weekend & evening work required
• Travel as required for national and department meetings
• Physical demands are minimal and typical of similar jobs in comparable organizations
• Work environment is representative and typical of similar jobs in comparable organizations

Employee Value Proposition:
As a valued…