We are seeking a COPC Implementation Manager responsible for leading the implementation of the COPC CX Standard within our organization. Ensuring all operational processes, quality management systems, and performance metrics are aligned with COPC best practices, enabling us to deliver world-class customer experiences. You will work cross-functionally with stakeholders to implement, monitor, and continuously improve COPC standards.

Responsibilities:

• Support the organization to achieve COPC recertification.
• Remain current with COPC Standard certification and updates.
• Execute data analysis and visualization projects as needed.
• Design and implement working processes for various departments, including auditing for consistent execution and compliance to COPC Standard.
• Communicate areas of non-compliance to appropriate personnel and needed actions to improve Develop understanding of the COPC Standard with the on-site teams.
• Work collaboratively with people with a range of skill levels across multiple departments to correct areas of non-compliance.
• Identify and leverage COPC methodology into other programs Execute data analysis and visualization projects as needed.
• Conduct regular, formal and informal meetings with various levels of management and staff related to the progress of the COPC certification initiative.
• Provide key insights on the processes to ensure they comply with COPC standards and best practices.
• Conduct regular audits to review adherence to COPC standards Identify opportunities for process improvement and efficiency enhancement Implement best practices to optimize customer experience and operational performance.
• Provide training and coaching to CX Portfolio Team on COPC principles.
• Support the development of training materials and resources to ensure consistent delivery of high-quality service.

Requirements:

• Bachelor’s degree in IT, Business, or related field.
• COPC certification.
• 5+ years of experience in CX Operations, Quality Management, or related field
• Strong understanding of COPC standards and methodologies.
• Excellent analytical, problem-solving, and communication skills.