Our client is seeking an API Customer Experience Professional to join their dynamic team. This role is pivotal in coordinating and driving activities to ensure an optimal customer experience. You will help define the customer's end-to-end journey and collaborate across business and technical teams to contribute to the success of our API operations services.
 

Key Responsibilities:

• Review customer feedback, provide insights to stakeholders, and identify opportunities for continual improvement.

• Define metrics, run reports, and perform periodic audits to measure performance against best practices.

• Improve operational processes and the customer experience, acting as a key stakeholder in coordinating this work across all teams.

• Assist with testing and readiness for the launch of new operational processes, platform features, and API Product enhancements.

• Create workflows, procedures, and training materials to better prepare API Customer Experience Professionals in their customer interactions.
   

Qualifications:

• Bachelor's degree or equivalent work experience.

• Positive, team-oriented attitude.

• Strong verbal and written communication skills.

• High attention to detail, information design, and visual presentation.

• Strong organizational skills.

• Ability to manage multiple highly visible and complex tasks/projects and deadlines simultaneously with limited supervision.

• Proficient computer navigation skills using a variety of software packages including Microsoft Office applications.
   

Preferred Qualifications:

• Proficient understanding of ITSM and AGILE methodologies.

• Experience defining product backlog for system enhancements and defects, process improvement implementation and/or training.

• Technical writing and/or communications experience which involved the definition of workflows, procedures, and training materials for technical and non-technical audiences.

• Experience documenting and utilizing ticketing systems such as JIRA, Zendesk, or Service-Now and hosting workshops and training sessions for both technical and non-technical audiences.
   

This role requires a commitment to our client's Code of Ethics and a current awareness and understanding of laws, regulations, internal policies, and procedures appropriate for the position. The role is hybrid, requiring three days per week in one of our client's digital hub locations.


Horizontal facilitates valuable and productive conversations between you and potential employers. We can assist you in growing your career by partnering you with employers that offer challenging assignments.  For those that join the team, we offer competitive compensation and benefits including medical, dental, vision, and retirement. Check out all we have to offer and how you can become part of the Horizontal Talent Team. The pay range for this role is $37 - $72 per hour. This is not a guarantee of compensation, as final offer amount may vary based on factors including but not limited to experience and geographic location.